Location: This position requires a full-time, onsite presence in Durham, NC
Reports To: SVP Site Operations
Salary Range: $85k - $95k Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort. Job Summary: As the Driver Success Associate, you'll champion our incredible drivers, ensuring their voices shape our operations. You'll analyze feedback, uncover key trends, collaborate cross-functionally to implement improvements, and lead initiatives that enhance their experience. We're looking for a passionate, customer-focused advocate ready to drive improvements and elevate driver satisfaction. Get ready to make a real difference!
Key Responsibilities: - Champion a customer-first mindset, proactively identifying and addressing opportunities to improve the IONNA driver experience.
- Analyze and interpret customer feedback across multiple platforms (surveys, social media, PlugShare, etc.), transforming insights into clear, data-driven recommendations.
- Regularly report key performance indicators and driver success metrics to leadership, driving accountability across teams.
- Coordinate closely with Facility Management to ensure every aspect of our Rechargeries meets our high standards for customer satisfaction.
- Serve as the primary advocate for drivers in internal discussions, influencing decisions that directly affect customer experience.
- Conduct onsite visits to directly engage with drivers, capturing real-time feedback and observing opportunities for immediate and long-term improvements.
- Collaborate with Product, Technology, and Operations teams to shape roadmaps that consistently improve driver satisfaction.
Qualifications: - Bachelor's degree in a related field. MS degree preferred.
- Proven experience analyzing customer feedback, identifying trends, and delivering actionable insights.
- Exceptional communication and interpersonal skills, capable of representing customer perspectives effectively across departments.
- Willingness and ability to travel to IONNA Rechargery locations regularly.
- Proactive, results-driven mindset with strong ownership and accountability.
- Passionate about delivering outstanding customer experiences, with a genuine interest in EV technology and innovation.
- Experience supporting customers in a B to C organization
- Must be willing to work onsite at our Durham, NC HQ
Preferred Attributes: - Startup experience a plus
IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and specific work location.
We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.
