Customer Resolutions Manager

<div class="content-intro"><div><u><strong>Leading the future in luxury electric and mobility</strong></u></div> <div>At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.</div> <div> </div> <div>We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.</div> <div> </div> <div>Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.</div></div><p data-ogsb="rgb(249, 249, 249)"><span data-ogsc="rgb(34, 35, 38)">We are seeking a <strong>Customer Resolutions Manager </strong></span><span data-ogsc="black">to serve as the regional point of contact for high-visibility, complex, and sensitive customer cases requiring executive attention. Positioned within the <strong>Customer Experience organization</strong>, this role bridges <strong>regional operations and headquarters</strong>, ensuring timely, empathetic, and brand-aligned resolutions. The Manager acts as the escalation liaison for issues arising from <strong>social media, executive communications, and mediation requests</strong><strong>, </strong>supporting senior leadership while reinforcing trust and accountability across the ownership journey.</span></p> <p data-ogsb="rgb(249, 249, 249)"><span data-ogsc="rgb(34, 35, 38)"> </span></p> <p data-ogsb="rgb(249, 249, 249)"><span data-ogsc="rgb(34, 35, 38)">Our ideal candidate is </span><span data-ogsc="black">diplomatic, poised, and deeply customer-centric. You thrive in dynamic regional environments, balancing empathy and policy while managing cases that carry visibility at the highest levels of the organization. You protect leadership bandwidth and embody the brand’s commitment to transparency and excellence. Ideal Candidates have </span><span data-ogsc="rgb(34, 35, 38)">worked with cross-functional teams in a fast-paced environment and possess impeccable communication skills. We’re seeking a detail-oriented professional who exhibits a can-do attitude and approaches their work with vigor and determination. Candidates will be expected to possess exceptional learning agility, emotional intelligence, and leverage their expertise to thrive in an ambiguous fast-paced environment. This role will be based regionally in the US.</span></p> <p data-ogsb="rgb(249, 249, 249)"><span data-ogsc="rgb(34, 35, 38)"> </span></p> <p data-ogsb="rgb(249, 249, 249)"><span data-ogsc="rgb(34, 35, 38)">The Role</span></p> <p data-ogsb="rgb(249, 249, 249)"><span data-ogsc="rgb(34, 35, 38)"> </span></p> <ul> <li><strong>Regional Escalation Management:</strong> Lead end-to-end ownership of executive-level customer cases within an assigned U.S. region—ensuring swift, thorough, and transparent resolution across retail, service, and product channels.</li> <li><strong>Mediation Liaison:</strong> Serve as the primary contact for mediation and pre-litigation cases (including compensation and buyback requests), coordinating with Legal, Service Operations, and Field Quality teams.</li> <li><strong>Social Digital Escalations:</strong> Monitor and triage regional escalations stemming from <strong>social media posts, online forums, and/or executive-tagged emails</strong>, partnering with PR, Communications, and Community teams to ensure timely and consistent brand response.</li> <li><strong>Cross-Functional Collaboration:</strong> Act as the connective tissue between regional field lead ... (truncated, view full listing at source)