Executive Customer Relations ManagerPosition Overview

We are seeking an experienced Executive Customer Relations Manager to oversee complex customer escalations requiring advanced problem solving, financial negotiation, and cross-functional collaboration. This individual will serve as the primary point of contact for high-profile customer concerns, working closely with internal business partners and external stakeholders to deliver fair, timely, and customer-focused resolutions while protecting company interests.

This role requires exceptional communication skills, sound judgment, strong investigative abilities, and experience navigating complex customer situations involving warranty, service, product concerns, financial assistance, and legal or regulatory considerations.

Key Responsibilities

• Manage complex customer escalations from initial review through final resolution.
• Investigate customer concerns by gathering information from internal departments, field personnel, service providers, and customers.
• Negotiate financial assistance, goodwill adjustments, and customer settlements within approved authority levels.
• Balance customer satisfaction with sound financial decision-making and company policies.
• Partner with Legal, Engineering, Operations, Warranty, Sales, Marketing, Public Relations, and other internal teams to resolve sensitive customer concerns.
• Participate in the evaluation of cases involving warranty disputes, product concerns, potential legal exposure, and customer retention opportunities.
• Serve as the primary liaison between customers and internal business partners throughout the resolution process.
• Identify emerging trends and communicate recurring issues to leadership and appropriate stakeholders.
• Maintain detailed documentation of customer interactions and case activity within internal case management systems.
• Support customer experience initiatives, product campaigns, and cross-functional projects.
• Mentor team members and share best practices related to customer escalation management.

QualificationsRequired Experience

• 3-5+ years of experience in executive customer relations, customer advocacy, complex case management, warranty administration, dealership operations, claims management, or customer escalation.
• Experience handling high-level customer complaints through successful resolution.
• Demonstrated ability to negotiate financial settlements or goodwill assistance.
• Experience collaborating with multiple internal stakeholders to resolve complex issues.
• Strong analytical and investigative skills with excellent attention to detail.
• Exceptional verbal and written communication skills.
• Ability to remain calm and professional while managing emotionally charged situations.

Preferred Experience

Experience in one or more of the following industries:

• Automotive
• Manufacturing
• Consumer Products
• Insurance
• Luxury Goods
• Equipment or Technical Services

Experience with:

• Warranty and post warranty administration
• Dealer or partner relationships
• Customer retention strategies
• Product investigations
• Legal or regulatory case support
• CRM or case management systems

Desired Skills

• Executive-level communication
• Conflict resolution
• Financial negotiation
• Customer advocacy
• Investigative research
• Cross-functional collaboration
• Decision-making under pressure
• Organization and documentation
• Relationship management
• Continuous process improvement

Pay: $23.00 - $28.00 per hour

Education:

• Bachelor's (Preferred)

Ability to Commute:

• Sandy Springs, GA 30342 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Sandy Springs, GA 30342