Manager, Customer Relations Escalations

AutoNation’s Customer Relations team safeguards the customer experience and company reputation across the enterprise through disciplined case management, operational governance, and data-driven improvement. The Manager, Customer Relations Escalations leads the Customer Relations Escalations team (Tier 1 and Tier 2) and multi-channel service delivery, owning complaint governance, timely resolution, executive communications, service-level performance, and measurable customer and business outcomes.
This leader directs and develops Customer Relations Escalation Specialist I (Tier 1) and Customer Relations Escalation Specialist II (Tier 2) team members and exercises substantial judgment in sensitive, high-risk, and executive-level matters. In partnership with field and corporate leaders, the Manager sets escalation strategy, coordinates enterprise responses, and drives accountability for customer commitments, risk mitigation, and corrective actions. The role converts complaint trends and operational data into executive insights, resource decisions, process improvements, and performance plans.

The Manager owns the end-to-end operating model, from inquiry intake and case resolution to quality assurance, reporting, workforce coverage, and records management, and manages the Customer Relations CRM and related case-management tools in partnership with Technology and service providers.

Organizational Relationships:

The Manager engages routinely with General Managers, Market Presidents, vice presidents, executives, Legal, Technology, Human Resources, Marketing, Finance, Public Relations, store operations, and third-party providers. The role partners most closely with the Manager, Customer Experience & Reputation, through shared operating cadences, defined handoffs, and backup leadership coverage for sensitive and high-risk matters, while each manager retains clear accountability for their respective function.

Job Responsibilities:

• Direct the enterprise Tier 1 and Tier 2 escalation function for complex customer, store, executive, sensitive, and high-risk complaints; set case strategy, decision rights, stakeholder engagement, approvals, communication approach, and resolution path while meeting service-level and compliance requirements.

• Partner with General Managers, Market Presidents, Legal, and corporate leaders to research escalations and deliver accurate, executive-ready written responses on behalf of the company; monitor response quality, approval cycle time, customer commitments, and on-time delivery.

• Lead, coach, and develop Customer Relations Escalation Specialists; conduct and calibrate call-quality scoring, review interactions for compliance, accuracy, empathy, resolution effectiveness, and documentation quality, and use findings to deliver targeted coaching; achieve established monthly quality-scoring completion and calibration targets, maintain team quality results at or above approved departmental standards, and ensure identified coaching actions are documented and completed within required timeframes.

• Establish measurable expectations for productivity, attendance, schedule adherence, case aging, and professional growth; conduct regular coaching and performance reviews, address performance gaps, and strengthen leadership readiness.

• Own inquiry intake and assignment, workload balancing, team scheduling, staffing coverage, and capacity planning; make resource decisions that support service levels, business continuity, and demand, and participate in recruiting, selection, and onboarding.

• Oversee legal, compliance, and governance inquiries; ensure each inquiry is assigned, researched, documented, escalated when required, and addressed appropriately within established timeframes and approval requirements.

• Manage service-level agreements (SLAs), departmental benchmarks, and SLA breach rates across all markets, collision centers, auto auctions, and more than 300 dealerships nationwide; ensure cases are addressed within approved SLAs and departmental standards, and implement remediation plans when performance falls below expectations.

• Own case operations reporting (case volume, SLA performance, and case data) that feeds the monthly Customer Experience & Reputation Report, and review post-interaction survey results, including CSAT scores, response rates, verbatim feedback, and performance by specialist, channel, market, and issue type; meet or exceed approved CSAT and survey-response targets, complete monthly trend and root-cause reviews, and implement documented improvement plans when results fall below established thresholds.

• Analyze enterprise escalation trends, customer impact, operational risk, and recurring complaint drivers; identify coaching needs and service gaps, assign corrective actions, and provide leaders with accurate, actionable reports and progress updates.

• Sponsor process and control improvements by documenting workflows, standardizing procedures, assessing effectiveness, and implementing scalable changes that strengthen efficiency, compliance, customer outcomes, and operational resilience.

• Manage departmental shared folders and records to ensure information is organized, accurate, accessible to authorized users, and maintained in accordance with legal, compliance, confidentiality, retention, and audit requirements.

• Partner with the Manager, Customer Experience & Reputation, through weekly case and risk reviews, monthly reporting alignment, and additional meetings as needed; maintain formal handoffs and coordinate backup leadership coverage for absences, peak demand, and sensitive matters.

• Create and manage individual development plans, cross-training, and succession plans; track completion and demonstrated proficiency to strengthen team capability, leadership readiness, and continuity of operations.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, Operations, or a related field.

• 7+ years of progressive experience in customer relations, escalation management, operations, or customer service within a complex, high-volume, multi-channel contact center or customer care environment.

• 3+ years of people leadership experience, including coaching, performance management, hiring, workforce planning, scheduling, talent development, and succession planning.

• Demonstrated experience managing enterprise CRM or case-management platforms, operational reporting, data integrity, quality assurance and calibration programs, CSAT and post-interaction survey results, SLA performance and breach rates, and executive dashboards across a large, multi-location organization.

• Demonstrated experience directing sensitive or high-risk customer matters, legal or governance inquiries, records-management practices, and written communications for senior leaders, Legal, or external customers.

• Experience leading cross-functional process, technology, or operational-improvement initiatives, including partnering with Technology and third-party service providers.

• Automotive retail or dealership-group experience preferred.

Competencies:

• Enterprise leadership presence and the ability to influence executives, field leaders, and cross-functional partners without direct authority.

• Sound judgment and discretion when evaluating complex, sensitive, high-risk, or legally significant customer matters.

• Strong people leadership, coaching, prioritization, accountability, workforce-management, and change-leadership capabilities.

• Advanced analytical and business-storytelling skills, with the ability to convert operational data and customer insights into decisions and measurable action.

• Exceptional written and verbal communication, including executive summaries, customer correspondence, and difficult escalation conversations.

• Strong governance, records management, quality control, project management, process, and documentation discipline.

• Proficiency with Microsoft Office and experience using CRM, case-management, reporting, and performance-management tools.

• Ability to manage competing priorities and deadlines, make timely decisions with incomplete information, and sustain execution across stakeholders and required timeframes.

Intangibles:

• Customer advocacy balanced with enterprise risk, policy, legal, operational, and reputational considerations.

• Composure, diplomacy, empathy, and executive presence in high-pressure or sensitive situations.

• Proactive ownership, intellectual curiosity, and willingness to challenge assumptions and improve established practices.

• High standards for confidentiality, integrity, judgment, accountability, and follow-through.

• Ability to build trust across diverse teams and sustain a collaborative, inclusive, results-oriented culture.

Career Progression:

Demonstrated success in this role may provide a career path to Senior Manager, Customer Advocacy, Risk Operations & Special Projects, based on business needs, sustained performance, leadership readiness, and organizational opportunities.

Other:

• Must meet the company’s requirements for employment.

• Fast-paced, highly collaborative corporate office environment with enterprise and cross-market engagement; occasional travel to dealerships or business locations may be required.

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Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
 

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.