Member Experience Manager

Member Experience Manager

Company: CDL Legal
Department: Member Experience
Reports To: Executive Leadership
Position: Full-Time

Position Summary

CDL Legal is seeking an experienced Member Experience Manager to lead our Customer Service team and help deliver an exceptional level of service to professional drivers and trucking companies across the country.

This position is especially well suited for someone with a background in the trucking industry, including driver recruiting, safety, compliance, fleet operations, or driver services.

The ideal candidate understands the challenges professional drivers face and is familiar with topics such as MVRs, CDL violations, DOT regulations, CSA/SMS concerns, driver qualification requirements, traffic citations, safety compliance, and driver retention.

The Member Experience Manager will lead the team responsible for supporting CDL Legal members throughout their relationship with the company. This includes service quality, employee coaching, member satisfaction, retention, escalation management, operational improvement, and ensuring members clearly understand the value CDL Legal provides.

This is both a leadership and operational role. The right candidate will be comfortable developing employees, interacting with professional drivers, solving complex member issues, analyzing performance data, and continuously improving the member experience.

Key Responsibilities

Member Experience Leadership

• Lead, coach, develop, and motivate the CDL Legal Member Experience team.
• Establish clear performance and service expectations.
• Conduct regular one-on-one meetings, coaching sessions, call reviews, and team meetings.
• Create a culture of ownership where employees take responsibility for helping members resolve issues.
• Develop employees' knowledge of CDL Legal memberships, services, policies, and the trucking industry.
• Identify training needs and create ongoing development opportunities.
• Assist with recruiting, interviewing, onboarding, and training Member Experience employees.
• Address performance issues quickly, fairly, and consistently.

Member Support & Service

• Ensure professional drivers and carrier customers receive responsive, knowledgeable, and professional service.
• Help members understand CDL Legal services, membership benefits, and processes.
• Oversee the handling of member questions related to traffic violations, CDL concerns, attorney assignments, membership coverage, claims, and other service-related matters.
• Handle escalated or complex member concerns when necessary.
• Ensure employees communicate clearly with drivers who may be under significant stress because of a citation, violation, accident, inspection, or other CDL-related issue.
• Build processes that make it easy for members to get answers and understand next steps.

Preferred Industry Background

Strong preference will be given to candidates with previous experience in one or more of the following:

• Truck driver recruiting
• Driver retention
• Transportation safety
• DOT compliance
• Fleet management
• Driver qualification
• Trucking operations
• Transportation risk management
• Driver services
• Transportation customer service
• Recruiting agency experience focused on CDL drivers

Someone who has previously recruited professional truck drivers could be particularly well suited for this position because they are accustomed to communicating with drivers, reviewing driver histories, understanding MVRs, discussing violations, and recognizing how driving records affect employment opportunities.

Qualifications Required

• Previous leadership, management, or supervisory experience.
• Strong communication and interpersonal skills.
• Demonstrated ability to coach and develop employees.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage difficult or emotional customer situations professionally.
• Strong organizational and time-management skills.
• Ability to analyze performance data and hold employees accountable for measurable results.
• Comfortable working with CRM, phone, and customer service systems.

Strongly Preferred

• Previous experience in the trucking or transportation industry.
• Experience working directly with professional truck drivers.
• Driver recruiting experience.
• Familiarity with MVRs and driver qualification standards.
• Familiarity with DOT and FMCSA regulations.
• Understanding of traffic violations and their potential impact on commercial drivers.
• Experience with trucking safety or compliance.
• Experience with driver retention or fleet operations.
• Knowledge of CSA/SMS, PSP reports, inspections, and driver safety records.

Hours are 8am to 5pm, Monday through Friday.

We are a high energy, family oriented, faith based organization with a great culture to work in. We provide retirement benefits and health insurance.

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person