About the Role

Shell Recharge provides thousands of electric vehicle (EV) charge sessions daily, supported by a robust mobile app, state-of-the-art charging station hardware, and a seamless digital-to-physical experience. As the Customer Experience Manager, you will become the voice of the customer, ensuring our drivers enjoy a world-class experience from app navigation to on-site support.

This position involves direct collaboration with internal product teams, marketing, and customer support operations. You’ll manage call center operations, lead customer interaction strategies, and ensure a premium support experience across all touchpoints.

Key Responsibilities

• Act as the primary customer advocate across Shell Recharge, driving improvements in the charging workflow and overall user experience.
• Provide actionable insights, analytics, and feature recommendations to internal product and engineering teams.
• Lead customer communications, creating impactful content such as FAQs, guides, and in-app instructions.
• Manage an internal support team and external call center vendor to maintain exceptional service standards.
• Build and maintain a knowledge base to optimize support efficiency and consistency.
• Partner with stakeholders to deliver real-time solutions for critical customer issues.
• Serve as a senior member of the Shell Recharge leadership team, influencing key business decisions and customer engagement strategies.

What You Bring

• Bachelor’s Degree (preferred in Communication, Operations, Business, or related field).
• 5+ years of professional experience in customer experience management, operations, or call center leadership.
• Proven ability to design and implement end-to-end user experience improvements.
• Strong experience managing call center vendors or internal teams.
• Understanding of product development cycles, customer-centric design, and operational efficiency.
• Exceptional leadership, communication, and problem-solving skills.
• Preferred: Experience in EV charging, mobile app support, or working with field service teams.

Compensation & Benefits

• Base Salary: $146,000 – $218,000 annually (depending on experience, education, and performance).
• Comprehensive Benefits: Medical, dental, vision insurance, life coverage, and more.
• Retirement Plans: Company pension & 401(k) with employer contributions.
• Paid Leave: Up to 6 weeks vacation, 11 holidays, 16 weeks paid parental leave (8 weeks for non-birthing parents).
• Additional Perks: Short- & long-term disability, education reimbursement, wellness programs, and flexible remote working options.

Why Join Shell?

At Shell, you will work on one of the most pressing challenges of our time – the energy transition. We provide a dynamic, inclusive environment where innovation thrives, and where your work directly impacts millions of EV drivers across North America.

• Shape the future of sustainable mobility.
• Work alongside industry experts in a values-driven culture.
• Grow your career with world-class learning and development opportunities.
• Enjoy flexible work-life balance and top-tier compensation.

Join us and help power the world responsibly while building the career of your dreams.