Motorway Benefits Overview

Resolve complex customer escalations, complaints, welfare concerns, and business-critical issues. Respond to public reviews, manage compensation and GDPR requests, monitor operational compliance, and support fraud, security, and legal-risk prevention. The role also contributes Voice of the Customer insights and process improvements while collaborating with internal stakeholders to deliver customer-focused solutions.

Set technical direction across Motorway’s engineering organization, evolve architecture and engineering standards, improve reliability, observability, security, and incident practices, and lead AWS and AI-for-software-engineering adoption. The role develops staff engineers, evaluates platforms commercially and technically, manages AWS relationships, and represents Motorway at conferences and industry events.

Own complex dealer complaints and high-stakes escalations from intake through resolution. Coordinate incident responses across departments, manage reputational and regulatory risks, administer goodwill compensation, analyze complaint trends, and drive process improvements. The role requires empathetic customer service, strong written and verbal communication, sound risk assessment, and effective stakeholder management up to C-suite level.