Manager, Partner Technical Support

About the role

The Manager of the Technical Support Team supports Lucid's autonomous driving business partners. This role defines and owns the end-to-end partner support strategy, drives technical architecture requirements, and builds a high-performing support team.

Responsibilities

• Manage all Partner Technical Support Operations, including escalation and incident management
• Mentor and build a high-performing support team, setting performance targets, scheduling, and conducting quality assurance reviews
• Create and maintain partner relationships, demonstrating credibility and building confidence through expert-level product knowledge
• Participate in weekly/monthly Field Staff technical meetings
• Affiliate with Corporate Quality, Legal, Regulatory Compliance, Lucid Communications, Customer Relations, etc. to address regulatory and/or market-sensitive government inquiries and/or campaign projects
• Define and track Key Performance Indicators (KPIs) including resolution times, CSAT, first-contact resolution, cost to serve, and partner NPS
• Conduct deep-dive analyses of support data to identify trends, systemic issues, and proactive intervention opportunities

Qualifications

• 8+ years of relevant work experience
• Bachelor’s degree in a related engineering field
• Strong understanding and experience of automotive service engineering and the service environment
• Flexibility to work evenings, weekends, or holidays
• Experience with high-voltage battery systems and electric vehicles
• Experience with staged gate milestones and driving to completion
• Experience building, developing, and managing highly effective program management tools and processes
• Excellent communication and collaboration skills, with ability to work in a high-pace, highly complex cross-functional environment
• Excellent organization and delegation skills with ability to own the product roadmap and schedule with a track record of delivering projects on-time
• Ability to inspire confidence to the executive members as well as the project teams
• Ability to quickly comprehend complex problems and effectively facilitate the team to a decision and coordinate the action plan
• Strong analytical and quantitative skills with ability to drive decisions using data and metrics
• Excellent organizational and interpersonal skills
• Goal-oriented self-starter and motivator

Benefits

Lucid offers a comprehensive and competitive benefits package including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays, paid sick leave; and a 401(k) retirement plan. Hourly/non-exempt employees accrue up to 120 hours paid time off, and salaried/exempt employees accrue up to 160 hours paid time off. Eligible employees may also participate in Lucid’s equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable plans.