Member Experience Manager

San Jose, CA

Full Time

Manager/Supervisor

Job Title: Member Experience Manager
Location: San Jose, CA – Onsite
Classification: Exempt – Full Time
Compensation: $75,000 – $104,000 + bonus + full benefits day one

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

Role Overview
The Member Experience Manager is the on-site leader accountable for delivering an exceptional Flexcar experience at a single location. This role provides strategic leadership and operational oversight of the Member Experience function, ensuring consistent execution of Flexcar’s service standards while driving continuous improvement across customer experience, inventory availability, and fleet utilization.
This role manages and develops a team of Member Experience Specialists, oversees day-to-day site operations, and serves as the primary escalation point for complex member issues. Success is measured through the following core KPIs: Customer Experience Score, Inventory Availability Score, Unavailability Score, and Fleet Utilization Score.

What You’ll Do

Team Leadership & Development

Lead, coach, and develop a team of Member Experience Specialists to deliver consistent, high-quality service.
Conduct regular one-on-one meetings, performance feedback, and skills development conversations.
Set team priorities aligned with Customer Experience Score and operational performance goals.
Foster a positive, inclusive, and member-first culture that reflects Flexcar’s values.
Hold team members accountable to performance, productivity, and attendance expectations in compliance with applicable state and local laws.

Customer Experience & Issue Resolution

Oversee timely and effective resolution of member issues to protect or improve the Customer Experience Score.
Serve as the escalation point for complex or sensitive member concerns.
Ensure appropriate follow-up, documentation, and accountability for open cases.

Operational Oversight

Oversee on-site Member Experience operations, including member pickups, post-pickup support, and coordination with service and operations teams.
Partner cross-functionally to maintain Inventory Availability and proactively reduce vehicle unavailability.
Oversee scheduling, coverage planning, and workload distribution to ensure adequate staffing aligned with demand.
Ensure vehicles meet Flexcar quality standards prior to pickup or delivery.
Monitor fleet movement and site-level performance metrics to improve Fleet Utilization and minimize avoidable downtime.
Identify trends affecting service quality or availability and escalate systemic issues as needed.

Quality & Continuous Improvement

Monitor performance across core KPIs and implement corrective or improvement actions as needed.
Identify operational or process gaps and champion solutions that enhance efficiency and service quality.
Ensure adherence to Flexcar policies, procedures, and operational standards.

Operational Support (As Needed)

Provide leadership presence during peak periods or operational disruptions by supporting frontline activities as necessary to ensure continuity of service, modeling expected behaviors and service standards.

Who We’re Looking For

Leadership: Strong people leadership, coaching, and performance-management skills.
Analytical Thinking: Ability to interpret operational and customer data to drive informed decisions.
Drive & Ownership: Demonstrates accountability, initiative, and follow-through.
Service Excellence: Holds high standards and continuously seeks to improve the member experience.
Communication & Empathy: Communicates clearly, professionally, and with emotional intelligence.
Adaptability: Learns quickly, applies feedback, and thrives in a fast-paced environment.
Collaboration: Willing to step in when needed while maintaining a primary focus on leadership and oversight responsibilities.

What Tops Off the Tank

Rest & Relaxation: Flexible PTO policy. Sick time provided in accordance with California law.
Future Savings: 401(k) with company match, effective day one.
Benefits: Medical, dental, and vision coverage with eligibility day one.
Flexcar Perks: Discounted employee rate on Flexcar products and no annual membership fee.
Weekly Pay
And other amazing perks!

*Actual compensation will vary based on geographic location, job-related knowledge, skills, experience, and market conditions.

Disclaimer
This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications and may be amended at any time at the discretion of the Company. Nothing in this description alters the at-will employment relationship.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other status protected by applicable law.

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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Member Experience Manager

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