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The Product 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 North America focused and based onsite. 

Responsibilities

 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.  

 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. 

Support Operations & Customer Care Interface

• Serve as the charging product teams 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. 

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 and engineering to define fixes, and close the feedback loop with internal stakeholders. 
• Summarize learnings into structured reports and feed back into roadmap prioritization and release scoping for future improvements. 

Qualifications

• 5+ years of experience in EV charging with 2+ years in a cross-functional technical operations role. 
• Proven track record working on charging infrastructure products, including home EVSE, public networks, mobile apps, or vehicle-side charging features. 
• Hands on experience supporting field EV charging operations; experience triaging field issues related to both AC and DC charging, including connector failure, ground faults, authentication errors, and vehicle-side anomalies; familiarity with charge session diagnostics, payment/roaming systems, charger commissioning, backend monitoring tools, and firmware logic. 
• Prior experience developing data dashboards and tools to track EV charging performance; direct experience working with data scientists highly desirable 

Education

• Bachelors degree in Engineering, Computer Science, or a related technical field required; Masters degree or MBA preferred. 

Skills and Attributes

• Deep domain expertise in EV charging, with demonstrated experience navigating both hardware and software challenges  
• Hands-on experience troubleshooting real-world EV charging issues, including session failures, charger-software miscommunication, and customer-facing bugs; comfort with backend logs, field diagnostics, and technical root cause analysis 
• Experience coordinating QA and validation testing for charging products, with clear understanding of how customer feedback, edge cases, and failure rates feed into product performance KPIs 
• Fluent in defining and interpreting product metrics, including charging success rate, uptime, ticket incidence, and customer satisfaction; capable of working closely with Data Science teams to design dashboards and track performance 
• Track record of collaborating with customer care teams to operationalize support workflows; experience building internal SOPs and FAQs, and scalable escalation paths for charging-related support 
• Proven ability to respond to executive escalations and urgent field issues with speed, structure, and accountability; thrives in fast-paced environments 
• Able to synthesize unstructured input from field, analytics, and support channels into actionable product improvements 
• Strong cross-functional communicator, capable of building trust across product, engineering, QA, data science, and support without formal authority 
• Structured thinker with high attention to detail and a bias for documentation, repeatability, and process clarity in complex technical environments 
• Flexible and self-directed, able to transition between strategic planning and real-time firefighting; high comfort level with ambiguity and shifting priorities 
• Exceptional communicator, capable of translating technical product performance into language digestible by business leaders, support agents, and executives alike