Flexcar · 2 months ago
Member Experience Manager
Marietta, GA
Full-time
Onsite
Mid, Senior Level
$68K/yr - $78K/yrFlexcar is reimagining car ownership with the world's first month-to-month car lease, including insurance and maintenance. The Member Experience Manager will lead a team to deliver exceptional service, oversee daily operations, and ensure high-quality member experiences at their location.
AutomotiveCustomer ServiceRetail
Responsibilities
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 escalate 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
Qualification
Required
Strong communication, coaching and performance-management skills
Ability to interpret and act on performance data tied to core KPIs
Strong analytical, problem-solving, and prioritization skills
Brings urgency and energy every day
Excited about taking on additional responsibility
Holds themselves to high standards
Never settles for 'good enough'
Takes pride in their work
Communicates with clarity and empathy
Builds trust with customers and teammates in moments that matter
Learns fast
Applies feedback quickly
Never satisfied—always looking to improve
No job is beneath them
They jump in—whether it's troubleshooting a tech issue or washing a car
Benefits
Flexible PTO policy.
Benefit from a 401(k) plan with company match from day one.
Excellent, low-cost healthcare coverage available on day one. Including medical, dental and vision.
Discounted employee rate on Flexcar products and no annual membership fee.
Weekly Pay
Other amazing perks
Company
Flexcar
Flexcar is a vehicle subscription company that offers insurance and maintenance services.
Founded in 2021
201-500 employees
H1B Sponsorship
Flexcar has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (5)
Funding
Current Stage
Growth StageLeadership Team
Ryan Quinlan
Chief Operating Officer
Alisha Gandhi, MLER
Talent Acquisition Partner
Recent News
2025-01-29
GlobeNewswire News Room
2023-10-11
Company data provided by crunchbase