Customer Experience Manager

Job Description

Description:

Russell Fischer Car Care

Huntington Beach, CA | Full-Time | Leadership Role

At Russell Fischer Car Care, we don’t just service vehicles—we build lasting relationships. Our mission is to deliver a seamless, trustworthy, and elevated automotive care experience that customers rely on and recommend. As we continue to grow, we’re looking for a Customer Experience Director to lead and elevate every touchpoint of our customer journey.

As our Customer Experience Director, you will own and optimize the entire customer journey—from first interaction to long-term loyalty. You’ll blend strategy, leadership, and hands-on execution to ensure every customer interaction reflects excellence, transparency, and care.

This is a high-impact leadership role for someone who thrives on building systems, empowering teams, and delivering measurable improvements in customer satisfaction and retention.

• Design & Elevate the Customer Journey
• Create and refine a best-in-class end-to-end customer experience across all locations and channels.
• Lead & Develop Frontline Teams
• Coach service advisors and staff to deliver exceptional service, communication, and professionalism.
• Implement CX Systems & Standards
• Build processes, SOPs, and training programs that ensure consistency and excellence.
• Own Customer Feedback & Insights
• Monitor reviews, surveys, and NPS; turn insights into actionable improvements.
• Drive Retention & Loyalty
• Develop strategies that increase repeat business, referrals, and long-term customer value.
• Collaborate Cross-Functionally
• Work closely with operations, marketing, and leadership to align brand and service delivery.
• Measure What Matters
• Track KPIs such as customer satisfaction, retention rates, and service quality metrics.

• 5+ years in customer experience, hospitality, retail, or service leadership
• Proven ability to build and scale customer-focused systems
• Strong leadership and team development skills
• Data-driven mindset with a passion for continuous improvement
• Excellent communication and problem-solving abilities
• Experience in automotive or service-based industries is a plus (but not required)

• You obsess over the details that make customers feel valued
• You turn feedback into action—fast
• You lead with empathy, accountability, and high standards
• You’re equally comfortable in strategy and execution

• Be a key leader in a fast-growing, customer-focused company
• Opportunity to shape the customer experience from the ground up
• Work with a team that values integrity, quality, and innovation
• Competitive compensation + performance incentives
• Career growth and leadership development opportunities

If you’re passionate about creating exceptional customer journeys and leading high-performing teams, we’d love to hear from you.

Apply now and help redefine what car care should feel like.

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• Minimum 3 years of experience in customer service, retail, c-store, or car wash operations (multi-site experience preferred)
• Proven ability to lead, coach, and develop teams in a fast-paced environment
• Strong conflict resolution skills with the ability to handle escalated customer issues professionally
• Excellent verbal and written communication skills
• Ability to work independently and travel between multiple locations regularly
• Strong organizational skills with attention to detail and follow-through
• Comfortable using technology, reporting tools, and basic computer systems
• Flexible schedule, including availability for weekends, evenings, and holidays as needed
• Valid driver’s license and reliable transportation

Preferred:

• Bilingual (English/Spanish)
• Experience in car wash, fuel station, or convenience store operations
• Experience implementing customer service programs or training initiatives
• Familiarity with reviewing customer feedback platforms (Google, Yelp, etc.) and responding professionally