Member Experience Manager

Job Title: Member Experience Manager

Location: Richmond, CA – Onsite

Classification: Exempt – Full Time

Compensation: $75,000 – $104,000 + bonus + full benefits day one

Flexcar is completely reimagining car ownership. Flexcar offers the world’s first month-to-month car lease, with insurance and maintenance included. By combining operational expertise with technology, data, and AI, we are transforming every aspect of the customer 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. This role provides strategic leadership and operational oversight of the Member Experience function, ensuring consistent execution of Flexcar’s service standards while driving continuous improvement across customer experience, inventory availability, and fleet utilization.

This role manages and develops a team of Member Experience Specialists, oversees day-to-day site operations, and serves as the primary escalation point for complex member issues. Success is measured through the following core KPIs:
Customer Experience Score, Inventory Availability Score, Unavailability Score, and Fleet Utilization Score.

• Lead, coach, and develop a team of Member Experience Specialists to deliver consistent, high-quality service.
• Conduct regular one-on-one meetings, performance feedback, and skills development conversations.
• Set team priorities aligned with Customer Experience Score and operational performance goals.
• Foster a positive, inclusive, and member-first culture that reflects Flexcar’s values.
• Hold team members accountable to performance, productivity, and attendance expectations in compliance with applicable state and local laws.

• Oversee timely and effective resolution of member issues to protect or improve the Customer Experience Score.
• Serve as the escalation point for complex or sensitive member concerns.
• Ensure appropriate follow-up, documentation, and accountability for open cases.

• Oversee on-site Member Experience operations, including member pickups, post-pickup support, and coordination with service and operations teams.
• Partner cross-functionally to maintain Inventory Availability and proactively reduce vehicle unavailability.
• Oversee scheduling, coverage planning, and workload distribution to ensure adequate staffing aligned with demand.
• Ensure vehicles meet Flexcar quality standards prior to pickup or delivery.
• Monitor fleet movement and site-level performance metrics to improve Fleet Utilization and minimize avoidable downtime.
• Identify trends affecting service quality or availability and elevate systemic issues as needed.

• Monitor performance across core KPIs and implement corrective or improvement actions as needed.
• Identify operational or process gaps and champion solutions that enhance efficiency and service quality.
• Ensure adherence to Flexcar policies, procedures, and operational standards.

• Provide leadership presence during peak periods or operational disruptions by supporting frontline activities as necessary to ensure continuity of service, modeling expected behaviors and service standards.

• Leadership: Strong people leadership, coaching, and performance-management skills.
• Analytical Thinking: Ability to interpret operational and customer data to drive informed decisions.
• Drive & Ownership: Demonstrates accountability, initiative, and follow-through.
• Service Excellence: Holds high standards and continuously seeks to improve the member experience.
• Communication & Empathy: Communicates clearly, professionally, and with emotional intelligence.
• Adaptability: Learns quickly, applies feedback, and thrives in a fast-paced environment.
• Collaboration: Willing to step in when needed while maintaining a primary focus on leadership and oversight responsibilities.

• Rest & Relaxation: Flexible PTO policy. Sick time provided in accordance with…