User Experience & Operations, Sr. Manager

Think Smart Electric Vehicles & Modern Mobility are super cool? Get a kick out of driving strategy and execution for scaled impact? Want to participate in building out a meaningful business from the ground up? Then this opportunity might be for you:
The Business & Corporate Development Team at NIO USA is responsible for the strategy, planning and execution of NIO’s Go-To-Market for the Americas.  This is a strategic corporate initiative, sponsored by the CEO & CFO, and comes with high visibility and tall expectations!  
NIO’s Go-To-Market Approach has an intense focus on the user experience - on car and beyond the car. NIO Houses and NIO Power Swap Stations / Chargers have provided the key physical infrastructure to support NIO users’ experience and journey with NIO.   User-targeted programming delivered through NIO House infrastructure is critical to transforming physical spaces into thriving and valuable user engagement platforms.
NIO Houses are the platform for building NIO’s community of users, and engaging them.  As the User Experience & Operations Sr. Manager, you will be responsible for the programming to support the user experience in NIO Houses, delivering the promise of NIO as a true lifestyle brand.  You will lead the development of world-class programming, aligned with the interests and aspirations of our users, and consistent with the NIO brand.  The programming should engage and delight users, build a strong sense of community amongst them, and drive NIO’s user satisfaction scores to greater heights.
This position reports to the VP, Business and Corporate Development at our San Jose, CA office.

Responsibilities

• Drive the development of NIO House programming modules that are engaging, enduring and memorable for NIO users.  Customize to individual NIO Houses - retain character and local relevance while programming for each NIO House.
• Embody and promote the NIO brand through cultivating user relationships, influence user growth, user education and user community building focused on in-person programming experiences. 
• Develop detailed operating plan to support the buildout and rollout of the proposed programming, including detailed milestone-anchored budget and resource plan.  Partner closely with Experience Managers and Design to create operating plans specific to each category of NIO House. 
• Contribute to the design of NIO Houses - engage early in the full development cycle of NIO Houses – influencing the spatial planning and design of the infrastructure, to optimize the programming operationalization.
• Ensure NIO Houses are repeatedly memorable for users, keeping programs fresh and interesting. 
• Work closely with digital teams to amplify and propagate impact of NIO House programming via the NIO App and Digital Channels.
• Oversee the selection of third-party vendors required to execute against the business objectives.
• Guide NIO from pilot to launch to scale from planning to execution.  As needed and supported by executive management - recruit, train, manage and scale team to support the programming operating plan deliverables.
• Track the impact of delivered programming on NIO users’ satisfaction score.
• Communicate to and educate leadership, customer-facing employees, and other employees regarding event activities to build shared accountability in the success of each event/activity.
• For all assigned responsibilities, own the outcome: Evangelize, lead, collaborate, motivate, persuade - internally and externally, and deliver exceptional outcomes backed by world-class work-product!

Qualifications

• 7+ years of experience leading membership or community programming, for a world-class premium hospitality brand, retail brand or community.
• Demonstrated delivery of User (customer) facing service experience that drove up user satisfaction.
• Focused on building user trust and demonstrated proficiency in building user-aligned programming strategies that are creative, engaging, repeatable and on-brand.  
• Ability to execute experience-based programming, engagement centered event planning and activation of personalized user brand experience. 
• Demonstrated proficiency in detailed planning for the programming, including budgeting, resourcing, permitting, and partnering.  Experience in creative sourcing and management of hospitality and event-focused vendor relationships.
• Demonstrated proficiency operationalizing the programming – from pilot, to launch, to scale, and managing deliverables on time and within budget.
• Operational success metric orientation – demonstrated ability to measure program impact, and iterate to improvement.
• Startup attitude - high motivation and willingness to take on a big challenge with potential for significant impact.  
• Exceptional executive relationship, communications, presentation, program management, and collaboration skills.
• Heavy bias towards action, willingness to roll up sleeves and “solve” forward.  
• Bachelor’s Degree or equivalent experience preferred in Business, Marketing, Hospitality, Public Relations, Communications, or other related degrees.

About NIO    NIO Inc. is a pioneer in China’s premium smart electric vehicle market. Founded in November 2014, NIO’s mission is to shape a joyful lifestyle. NIO aims to build a community starting with smart electric vehicles to share joy and grow together with users. NIO designs, jointly manufactures, and sells smart premium electric vehicles, driving innovations in next-generation technologies in connectivity, autonomous driving, and artificial intelligence. Redefining the user experience, NIO provides users with comprehensive and convenient power solutions, innovative Battery as a Service (BaaS) program, and other user-centric services. NIO began deliveries of the ES8, a 7-seater flagship premium electric SUV, in China in June 2018, and its variant, the 6-seater ES8, in March 2019. NIO officially launched the ES6, a 5-seater high-performance premium electric SUV, in December 2018 and began deliveries of the ES6 in June 2019. NIO officially launched the EC6, a 5-seater premium electric coupe SUV, in December 2019 and began deliveries of the EC6 in September 2020.
Equal Employment Opportunity   NIO is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law. NIO US is an E-Verify employer.