Program Manager - Sales & Customer Experience

Program Manager - Sales & Customer Experience

The Program Manager - Sales & Customer Experience is responsible for developing, implementing, and managing strategic programs that support KARMA's sales organization, dealer network, vehicle distribution, customer experience, and aftersales operations.

Reporting to the VP of Sales & Customer Experience, this role serves as the central program hub across Sales, Field Operations, Marketing/Brand, Supply Chain, Manufacturing, Finance, Legal, Aftersales, and external dealer partners. The Program Manager will translate business objectives into executable programs, establish processes and controls, monitor performance, and drive cross-functional teams toward successful implementation.

This is a hands-on, highly collaborative role within a lean and agile low-volume automotive OEM environment. The successful candidate must be comfortable developing processes where they may not already exist, managing multiple priorities simultaneously, solving problems quickly, and personally driving execution from strategy through implementation. The role will have significant ownership of dealer network development, corporate identity, vehicle distribution and allocation, accessories and merchandise, Designed by Karma (DBK) Concierge, and other sales and customer experience programs.

Responsibilities (include, but are not limited to):

Network Development

• Lead dealer and retail network expansion, including onboarding of new points of sale.
• Serve as the SME for dealer onboarding, franchise processes, buy/sell documentation, and internal approvals.
• Develop and improve standardized processes to support efficient network growth.

Corporate identity

• Manage the dealer signage program and external vendor relationships to ensure brand compliance.
• Partner with Brand/Marketing to maintain Karma corporate identity standards, dealer guidelines, and playbooks.
• Monitor dealer facility and signage compliance and drive corrective actions.

Distribution & Allocation

• Manage monthly vehicle allocation and distribution across the regions and dealers in partnership with Sales, Manufacturing, and Supply Chain.
• Monitor supply-to-demand, dealer inventory, production, and allocation metrics.
• Maintain internal controls and processes for dealer turndowns, allocations, and earnings.

Accessories & Merchandise

• Manage Karma accessory and branded merchandise programs, including catalogs, inventory, procurement, and fulfillment.
• Administer dealer and employee portals and coordinate related vendors and suppliers.

DBK Concierge

• Develop and manage the DBK Concierge strategy, service standards, and phased implementation.
• Partner with Field Operations to coordinate program execution and customer communications.

Program Management

• Lead strategic Sales, Network, Customer Experience, and Aftersales programs from planning through execution.
• Serve as the central hub for program information, coordinating cross-functional teams, timelines, deliverables, and risks.
• Establish and monitor program KPIs, dashboards, and reporting for leadership.
• Identify process gaps, develop practical solutions, and drive continuous improvement in Karma's lean, agile operating environment.
• Other duties as required or as assigned.

Qualifications:

Required Qualifications

• Bachelor's degree in Business, Marketing, Automotive Management, Operations, Supply Chain, or related field.
• 5+ years of program management, sales operations, dealer network, automotive retail, customer experience, or related experience.
• Experience working within an automotive OEM, automotive retailer/dealer network, luxury automotive brand, or comparable industry.
• Demonstrated experience managing multiple cross-functional programs from concept through implementation.
• Strong understanding of automotive dealer operations, dealer onboarding, franchise processes, or vehicle distribution/allocation.
• Experience developing and implementing business processes, controls, and operating procedures.
• Strong analytical and project management skills with the ability to translate data into actionable recommendations.
• Excellent communication and presentation skills, including the ability to communicate effectively with executive leadership.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, particularly Excel and PowerPoint; experience with program management, CRM, ERP, or dealer management systems is preferred.
• Ability to travel approximately 15-25%, primarily for dealer visits, network development, program launches, dealer meetings, and other business activities.

Preferred Qualifications

• Experience with a low-volume or specialty/luxury automotive OEM.
• Experience launching or expanding a dealer/franchise network.
• Experience with vehicle allocation, production planning, dealer inventory, or supply-to-demand management.
• Experience managing corporate identity, facility branding, signage, or dealer standards programs.
• Experience managing accessories, merchandise, e-commerce, dealer portals, or fulfillment programs.
• Experience developing premium customer concierge or VIP customer experience programs.
• Experience working in a startup, scale-up, or highly entrepreneurial environment.
• PMP, Scrum, or other program/project management certification is a plus.

Physical Requirements

Note: The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee should have the:

• Ability to frequently use or operate a computer, mouse and/or other office productivity machinery, such as a calculator, copy machine, computer printer, etc.
• Ability to frequently use hand(s) for repetitive actions (grasping and fine manipulation).
• Ability to frequently walk or move - to regularly move about inside the office.
• Ability to frequently see or detect, identify, recognize, or assess surroundings while in the office.
• Ability to occasionally bend, kneel, crouch, turn, and stoop.
• Ability to frequently sit or be stationary for extended continuous periods of time.
• Ability to stand for occasional periods of time.
• Ability to occasionally lift and/or push/pull up to 20 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing their job.

Total Rewards (Benefits, Perks & Compensation)

Benefits & Perks:

In addition to our competitive compensation, you will also be eligible for the following at Karma:

• Medical Plan
• Dental & Vision Plans
• Health Savings Account & Flexible Spending Account
• Employee Health & Well-Being Program Events
• Company Paid Basic Life & AD&D Insurance
• 401(k) with Employer Match
• Relocation Assistance (if applicable)
• Employee Assistance Program (EAP)
• Sick Time, Vacation time and Personal Floaters
• Paid Holidays including Company's Annual Year End Shutdown
• Karma Cares Program (Quarterly Lunch)
• Work life Balance (Flexible and Hybrid Work Schedule)
• Employee Driving Program
• Pre-taxed Commuter Benefits & much more!

Compensation:

$155,000 - $180,000 /annual salary. Compensation will vary DOE.

At Karma, our base pay is one part of our total rewards package.

Compensation offered may vary on multiple factors, including market location, education, skills and experience. The total compensation package for this position may also include other elements dependent on the position being offered.

Karma Automotive, Inc. is an equal employment opportunity (EEO) employer. We do not discriminate on the basis of age, race, gender identity and expression, color, sexual orientation, marital status, pregnancy or related conditions (including breastfeeding), national origin/ancestry, religion, military/veteran status, genetic information, citizenship status, intersectionality or any other characteristic and group protected by applicable law. Karma Automotive, Inc complies with the Americans with Disabilities Act to ensure equal access to all qualified individuals with a physical or mental disability. Valid driver's license may be required based on essential duties.