Member Experience Manager

Job Title: Member Experience Manager

Location: Onsite, Marietta, GA

Salary: $67,500 + 15% Bonus + full benefits day one

Flexcar is completely reimagining car ownership. Flexcar is the world’s first month-to-month car lease, with insurance and maintenance included. Combining operational expertise with technology, data, and AI , we are transforming every aspect of the customer’s journey and providing a smarter, more flexible alternative to buying or leasing a car.

The Member Experience Manager is the on‑site leader accountable for delivering an exceptional Flexcar experience at a single location. You’ll combine people leadership, operational execution, and hands‑on problem‑solving to create a best‑in‑class member experience while driving consistency with Flexcar’s brand and service expectations.

You will manage a team of Member Experience Specialists, oversee daily operations, uphold quality standards, and ensure members feel supported at every stage of their journey: from pickup to ongoing service needs. Your core KPIs are:
Customer Experience Score, Inventory Availability Score, Unavailability Score, Fleet Utilization Score.

• Lead, coach, and develop a team of Member Experience Specialists to deliver consistent, high‑quality service.
• Conduct regular 1:1s, performance feedback, and ongoing skills development.
• Set daily/weekly priorities aligned with Customer Experience Score and operational performance.
• Foster a positive, member‑first culture that reflects Flexcar’s values.

• Drive fast and effective problem resolution that protects or improves the Customer Experience Score.
• Serve as the final escalation point for complex or sensitive member issues.
• Ensure thorough follow‑up and accountability for all open cases.

• Own all on‑site Member Experience operations for your location, including member pickups, after‑pickup support, and service coordination.
• Maintain site‑level Inventory Availability Score by coordinating closely with the Service and Operations teams.
• Reduce Unavailability Score by proactively managing vehicle readiness, service scheduling, and turnaround time.
• Manage scheduling, coverage planning, and workload distribution across the team.
• Ensure all vehicles meet Flexcar’s quality standards prior to pickup/delivery.
• Monitor location‑level fleet movement and make adjustments to improve the Fleet Utilization Score and reduce avoidable downtime.
• Track key trends that impact availability and elevate systemic issues.

• Monitor team performance across all core KPIs and take proactive action to maintain high performance standards.
• Identify process gaps and champion improvements that raise service quality and reduce friction.
• Ensure compliance with Flexcar standards, policies, and procedures.

• Assist with pickups, vehicle movements, service coordination, and member communication during peak times or staffing gaps. Model the behaviors and service standards expected from the team.

• Leadership – Strong communication, coaching and performance‑management skills
• Analytical Thinking – Ability to interpret and act on performance data tied to core KPIs. Strong analytical, problem‑solving, and prioritization skills.
• Drive & Work Ethic – Brings urgency and energy every day. Excited about taking on additional responsibility.
• Pursuit of Excellence – Holds themselves to high standards. Never settles for “good enough.” Takes pride in their work.
• People Skills – Communicates with clarity and empathy. Builds trust with customers and teammates in moments that matter.
• Coachable & Curious – Learns fast. Applies feedback quickly. Never satisfied—always looking to improve.
• Grit & Humility – No job is beneath them. They jump in—whether it’s troubleshooting a tech issue or washing a car.

• Rest & Relaxation:
  Flexible PTO policy.
• Future Savings:
  Benefit from a 401(k) plan with company match from day one.
• Benefits:
  Excellent, low‑cost healthcare coverage available on day one. Including medical, dental and vision.
• Drive a Flexcar! Discounted employee rate on Flexcar…