Member Experience Manager

Job Description

Job Description

Job Title: Member Experience Manager

Location: Onsite,   Larchmont, NY

Salary: $65,000.00 - $91,000.00 + 15% Bonus + full benefits day one

Flexcar is completely reimagining car ownership. Flexcar is the world’s first month-to-month car lease, with insurance and maintenance included. Combining operational expertise with technology, data, and AI , we are transforming every aspect of the customer’s journey and providing a smarter, more flexible alternative to buying or leasing a car.

The Member Experience Manager is the on-site leader accountable for delivering an exceptional Flexcar experience at a single location. You’ll combine people leadership, operational execution, and hands-on problem-solving to create a best-in-class member experience while driving consistency with Flexcar’s brand and service expectations.

You will manage a team of Member Experience Specialists, oversee daily operations, uphold quality standards, and ensure members feel supported at every stage of their journey: from pickup to ongoing service needs. Your core KPIs are: Customer Experience Score, Inventory Availability Score, Unavailability Score, Fleet Utilization Score.

What You’ll Do

Team Leadership & Coaching

• 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.

Customer Issue Resolution

• 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.

Operational Oversight

• 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.

Quality & Continuous Improvement

• 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.

Hands-On Support (as Needed)

• 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.

Who We’re Looking For

• Leadership – Strong communication, coaching and performance-management skills
• Analytical Thinking – Ability to interpret and act on performance data tied to core KPIs. Strong analytical, problem-solving, and prioritization skills.
• Drive & Work Ethic – Brings urgency and energy every day. Excited about taking on additional responsibility.
• Pursuit of Excellence – Holds themselves to high standards. Never settles for “good enough.” Takes pride in their work.
• People Skills – Communicates with clarity and empathy. Builds trust with customers and teammates in moments that matter.
• Coachable & Curious – Learns fast. Applies feedback quickly. Never satisfied—always looking to improve.
• Grit & Humility – No job is beneath them. They jump in—whether it’s troubleshooting a tech issue or washing a car.

What tops the tank:

• Rest & Relaxation: Flexible PTO policy.
• Future Savings: Benefit from a 401(k) plan with company match from day one.
• Benefits: Excellent, low-cost healthcare coverage available on day one. Including medical, dental and vision.
• Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee.
• Weekly Pay
• Other amazing perks

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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