Customer Experience Manager

As Roda's Customer Experience Manager, you'll be redefining what it means to care for cars in a big way 🚙 💪 . With over 1,000 5-star customer reviews on Google (and counting!) and thousands of other happy customers, we have only just begun the journey - you can help us get to our next stop.

Join our high-performing and fun team that brings decades of expertise from businesses like Heyday, Framebridge, Casper, Barkbox, Tesla, Enterprise, WeWork, and Marriott, and let's make car care, carefree.

We are seeking a highly motivated and strategic Customer Experience (CX) Manager to lead and elevate our customer journey from first touchpoint to loyal advocacy. This role is ideal for a dynamic leader who thrives on building exceptional customer relationships, managing high-performing teams, and driving growth through hands-on involvement with customer service , brand ambassadors , and on-the-ground sales tactics .

As the CX Manager, you will be responsible for creating seamless, delightful experiences for our customers while ensuring alignment between our service team, brand representatives, and field sales initiatives. Your leadership will directly influence customer satisfaction, retention, and brand reputation.

Key Responsibilities 1. Team Leadership & Development

• Manage, mentor, and develop the customer service team and brand ambassadors .
• Set clear performance metrics, KPIs, and goals for each team and monitor progress regularly.
• Foster a culture of accountability, customer obsession, and continuous improvement.
• Recruit, train, and onboard new team members to ensure a consistently high standard of service.
• Other duties as required

2. Customer Service Operations

3. Brand Ambassadors

4. Strategy & Growth

5. Reporting & Analysis

Qualifications

Working at Roda :

We respect the person in the driver's seat. Everyday we work hard to build a culture of respect for our customers and that starts with our team. We empower autonomy, respect each others' time and act like human beings to each other.

Roda is a startup within Graham Holdings Company and Graham Ourisman Automotive, a publicly traded company with a long, successful legacy. Join the best of both worlds : a startup environment with the opportunity to build something amazing that is backed by the support of industry legends.

Benefits

To apply for the position, please submit an application to