What are the responsibilities and job description for the Member Experience Manager position at Flexcar?
Job Title: Member Experience Manager
Location: Onsite, Lilburn GA
Salary: $67,500 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
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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Location: Onsite, Lilburn GA
Salary: $67,500 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.
- 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.
- 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.
- 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
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.
Share
Apply for this position
Required*
First Name*
Last Name*
Email Address*
Phone*
Address
Resume*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume
Paste your resume here or Attach resume file
The following questions are entirely optional.
To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
GenderDecline to answerFemaleMale
Race/EthnicityDecline to answerHispanic or LatinoWhite, not Hispanic or LatinoBlack or African-American, not Hispanic or LatinoAsian, not Hispanic or LatinoNative Hawaiian or Other Pacific Islander, not Hispanic or LatinoAmerican Indian or Alaskan Native, not Hispanic or LatinoTwo or More Races, not Hispanic or Latino
Human Check*
Submit Application
Salary : $67,500