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, wo...

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