Customer Engagement Manager

What You Should Know (The Real Talk)

Every job has its highlight reel - and its hard truths. We believe in transparency, so here’s what to expect:

You’re the Frontline.

When something breaks, doesn’t work, or isn’t understood, you’re the first person a customer turns to. You’ll be the calm voice in a storm, and sometimes that means absorbing frustration that isn’t your fault.

Not Everyone is Easy to Work With.

Some customers may be unresponsive, difficult, or even outright disagreeable. Your ability to stay professional, patient,and proactive is key to your success.

You’re the Frontline.

When something breaks, doesn’t work, or isn’t understood, you’re the first person a customer turns to. You’ll be the calm voice in a storm, and sometimes that means absorbing frustration that isn’t your fault.

Not Everyone is Easy to Work With.

Some customers may be unresponsive, difficult, or even outright disagreeable. Your ability to stay professional, patient, and proactive is key to your success.

The Work is Never “Done.”

This is a client-facing, relationship-driven role. Inbound requests will keep coming, and your book of business will always evolve. If you need a neat checklist you can finish and call it a day, this might not be the best fit.

It’s a High-Ownership Role.

You’ll be juggling multiple responsibilities, shifting priorities, and wearing many hats—often without a roadmap. That’s exciting for some and exhausting for others. Know yourself.

Your Qualifications

• Education & Experience: Bachelor’s or Master’s degree with 4–8 years of directly relevant experience in the automotive industry (dealership, vendor, OEM), consulting, or a similarly demanding, fast-paced environment.
• Domain Expertise: Deep familiarity with automotive fixed operations—from appointment scheduling through payment processing. You understand the full lifecycle of a repair order (RO) and the critical nuances that impact efficiency and customer satisfaction.
• Preferred Background: A business degree from an accredited institution and/or equivalent hands-on experience in automotive operations or consulting roles.
• Strategic Problem Solving: A structured and thoughtful approach to solving complex challenges across technology, operations, and people. You're comfortable navigating ambiguity and driving toward clarity.
• Change Management Acumen: Familiarity with well-established change management frameworks and experience applying them to guide clients through operational transformation.
• Relevant Industry Experience: Previous roles in fixed ops leadership, performance consulting, or success management are highly preferred.
• Relationship Resilience: You bring a tenacious, solution-oriented mindset—committed to building strong, trust-based relationships even in challenging circumstances. You don’t shy away from tough conversations or uphill battles.
• Autonomous Execution: Highly self-motivated and capable of operating with minimal oversight. You consistently deliver high-quality work, on time, with professionalism and pride.
• Growth Mindset: Strong intellectual curiosity and a passion for continuous improvement. You know how to prioritize for impact and focus on driving outcomes, not just checking boxes.
• Analytical Fluency: Proficient in identifying patterns, trends, and insights in performance data—and translating them into actionable recommendations.
• Communication Excellence: Exceptional written and verbal communication skills. Able to craft compelling narratives and present findings to both technical and non-technical audiences.
• Start-up/Growth Environment Exposure: Experience in a high-growth division or start-up environment is a plus. You’re energized by the opportunity to build, iterate, and influence direction.
• Mission-Driven Mentality: You’re not looking to just fill a role—you want to make an impact, shape the future, and be a core contributor to a company’s growth journey.