Delivery Manager – New Center Opening (Mission Viejo)

Lucid is excited to announce the grand opening of our brand-new Studio and Delivery location in Mission Viejo, California (28471 Marguerite Pkwy, Mission Viejo, CA 92692).

This new location reflects our continued investment in delivering a world-class customer experience and expanding Lucids presence throughout Southern California. We are building a talented team of sales and delivery professionals who are passionate about creating exceptional customer journeys, fostering meaningful relationships, and accelerating the adoption of sustainable transportation. Join us at an exciting time as we launch this new location and help shape the future of Lucids retail and delivery operations from day one.

As aDelivery Manager, you will be responsible for overseeing all new vehicle deliveries, lease-returns, and trade-ins from your facility as well as onsite inventory. You will lead a team of Delivery Associates and Vehicle Operations Specialists ensuring seamless transactions and exceptional service from start to finish. This role is responsible for ensuring state and local compliance, implementation of internal business practices, and accurate completeness of every customer transaction. This is a critical role to ensure customer expectations and timelines are met in order to execute on successful customer delivery operations.

Team Management and Development:

• Lead field Delivery team, ensuring seamless transactions and exceptional customer service.
• Ensure smooth transitions across all stages of the delivery processfinancial clearance, documentation handling, and delivery ceremoniesin collaboration with Field Sales, Lucid Financial Services and logistics partners.
• Ensure highest level of accuracy of every transaction before handing over vehicle.
• Lead the professional growth of the Delivery team through one-on-one coaching, training,group discussions, role-playing exercises, and other effective coaching methods to achieve superior customer satisfaction.

Trade-In & Inventory Management

• Handle customer trade-ins, titling paperwork, and transferring of non-Lucid trade in vehicles through a 3rdparty.
• Managing the intake of trade in vehicle and leveraging sound judgement in confirming the condition of trade-in.
• Partner with Remarketing team and handle Pre-Delivery Inspections on Lucid trade in and upgrades.
• Manage and oversight of the flow and forecasting of Lucid vehicles and requesting of additional inventory.
• Manage quality and condition of vehicle inventory and readiness.

Problem-Solving & Decision-Making:

• Identify and remove technical, operational, and organizational barriers. Propose solutions using a business-oriented mindset and confidently utilize Salesforce reporting and analytics.
• Handle and manage any customer escalations that may arise at the time of delivery.

Operational Planning:

• Manage customer delivery pipeline, ensuring prompt pairing of customers with Delivery Associates.
• Excel in operations and planning sharing performance insights with the team and implementing corrective actions for deviations.
• Support vehicle deliveries when Delivery Associates if capacity issue arise.
• Assist with daily operations as needed.

Brand Standards:

• Ensure consistent execution of Lucids marketing and visual presentation.
• Responsible for how the customer will experience and interpret the Lucid brand through the delivery experience.
• Ensure every touch point of the delivery process is frictionless and seamless.

Customer Relationship Management:

• Adapt problem-solving techniques to accommodate diverse customer needs and build strong collaborations with Lucid Financial Services and other internal and external stakeholders.

Qualifications:

• 4- 8 years of experience in a leadership role within the automotive, transportation or logistics industry.
• Bachelors degree or equivalent work experience in business, sales, or a related field preferred. High school degree or GED required.
• Proven ability to lead a team of sales and/or process-focused professionals in achieving targets.
• Strong problem-solving abilities. Can identify technical, operational, and organizational roadblocks and provide solutions.
• Business owner mindset with the ability to analyze reports and use our CRM program, Salesforce, with confidence.
• Experience making data driven decisions and holding team accountable to KPIs.
• Adept at nurturing, developing, and leading exceptional customer-oriented teams.
• Strong cross functional collaborative skills, specifically with sales and service teams.
• Demonstrated experience in fostering an inclusive and collaborative team environment.
• Willingness to work weekends and extended retail hours, particularly at month or quarter ends.
• Valid drivers license with no suspensions within the past year. Drivers under 21 must have maintained a Drivers License for a minimum of 3 years and successfully complete Lucid Training upon hire.
• Skilled in Microsoft Office and Salesforce.
• Capable of physical tasks such as twisting, bending, squatting, reaching, and standing for extended periods, with or without reasonable accommodations.