Sr. Product Manager, Charging

Leading the future in luxury electric and mobility At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.   We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.   Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

The Lead for Charging Customer Success at Lucid is a seasoned role that bridges the planning and execution of charging product operational excellence across all verticals: Public Charging, Home Charging, Energy Services (V2X, V2H, V2G), and Charging Accessories. This is charging-specific operations role that requires deep industry knowledge, technical acumen, data fluency, and operational responsiveness in the EV ecosystem. 

This person will be embedded within the Charging Product Team and will act as bridge with three core stakeholder functions: Testing & Validation; Customer Care; and Data Science. In addition to cross-functional leadership, this role will also serve as a seasoned field ambassador; investigating urgent issues, triaging bugs and experience gaps, and feeding those learnings back into product roadmaps. The ideal candidate has hands-on experience across charging hardware and software, is seasoned in data tools for performance tracking, understands charging customer pain points, and can move fluidly from real-time troubleshooting to systemic process design. 

This role will be NA focused and based onsite. 

 

Responsibilities:

1. Charging Product Testing & Validation Coordination

• Review and provide input on testing and QA requirements prior to product launch across all verticals of charging products: (i) Public Charging; (ii) Home Charging; (iii) Energy Services (smart charging and V2X); and (iv) Charging Accessories. 

• Coordinate with the Testing and Validation teams to ensure that charging products are tested under real-world scenarios, covering all hardware and software features and attributes both in-vehicle and off-vehicle.  

• Ensure validation of not only technical functionality but also customer-experience-relevant aspects 

• Partner with Testing and Validation teams to ensure product testing is conducted within designated timelines.  

1. Performance Metrics & Charging Analytics

• Review and provide input on charging product KPIs and operation metrics across all verticals of charging products, to ensure product performance is tracked and evaluated. 

• Collaborate with Data Science to build automated performance data dashboards, enabling vertical product leads to track product performance and customer satisfaction. 

1. Support Operations & Customer Care Interface

• Serve as the charging product team’s single point of contact for Customer Care and Field Service escalations, especially for technically complex cases. 

• Build and maintain a comprehensive charging-specific knowledge base, including operating procedures (SOPs), internal FAQs, and diagnostic guides tailored to EV charging products.  

• Partner with Customer Care to continuously update and evolve the charging knowledge base and to train support agents representatives on new content. Reduce product lead bandwidth drain by documenting recurring issues and building first-call resolution workflows for support agents. 

1. Field Troubleshooting 

• Be the on-call responder for field charging issues. Personally investigate and test hardware/software interactions in the field when needed. Be fluent with diagnostic tools, mobile logs, backend data, and charging telemetry. 

• Track root causes, work with product