Customer Experience Manager – Operations

About the role

Plug is the only wholesale platform built exclusively for used electric vehicles. As the Customer Experience Manager you will design and launch a modern, data‑driven support function that scales with the business while maintaining high‑quality service.

Key responsibilities

• Define and own the experience function, creating support workflows, queue structures, escalation paths and SLA frameworks with automation at the core.
• Develop SOPs, response templates and documentation standards that enable the team to scale without adding headcount.
• Personally handle inbound inquiries, ensure all requests meet SLA targets, and manage complex escalations across Operations, Sales, Finance and Product.
• Build quality‑assurance processes that combine human judgment with automated conversation review.
• Implement reporting dashboards to track SLA performance, resolution time and customer satisfaction, and continuously evaluate opportunities for automation.

Required profile

• 5+ years of experience in customer experience, support or operations, preferably in a high‑growth or startup environment.
• Proven track record of building or scaling a support function from the ground up.
• Strong analytical mindset with the ability to use data to drive process improvements.
• Excellent cross‑functional collaboration skills, able to coordinate with Operations, Finance, Sales and Product teams.

Required skills

• Experience with support automation tools and AI‑driven triage systems.
• Hands‑on knowledge of SLA design, monitoring and reporting.