What you'll doAs the Sr. Manager of Customer Experience Insights & Excellence (CXIE), you'll lead a department that drives data-driven decisions and ensures world-class quality standards across Scout Motors' customer touchpoints. You'll oversee two key areas of focus-
Customer Experience Insights and
Customer Experience Excellence-to deliver actionable insights and maintain consistent, high-quality experiences for our customers.
Key Responsibilities:- Lead the CXIE department and set strategic direction for both areas of focus.
- Own Scout's Voice of the Customer (VoC) program and ensure insights influence company-wide decisions.
- Oversee survey administration and reporting for all customer-facing programs.
- Define and maintain quality standards for contact center operations (Customer Support & Roadside Assistance).
- Manage calibration processes for contact center evaluators and coaching alignment across internal teams and BPO partners, ensuring a consistent customer experience.
- Deliver actionable insights to improve NPS, CSAT, and overall customer satisfaction.
- Partner with cross-functional teams to align on CX goals and KPIs.
- Drive continuous improvement initiatives and CX-related projects.
- Ensure compliance with data governance and quality assurance best practices.
Location & Travel Expectations:
- This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC.
- This role requires 4-5 days per week in the office, with regular in-person meetings and events.
- Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.
- Travel: Travel required, approximately 10%-25%% of the time. Valid driver's license required.
What you'll bringWe expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You'll be comfortable with change and flexible in a fast-paced, high-growth environment. You'll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:
- 10+ years of experience in customer experience, customer support, or contact center quality program management roles.
- 2+ years of customer experience, customer support, or contact center quality leadership experience
- 2+ years of experience working with contact center vendors/outsourcing
- Proven leadership experience managing multi-functional areas or programs.
- Strong analytical skills with expertise in data visualization and reporting tools.
- Excellent communication and stakeholder management skills.
- Familiarity with VoC platforms, survey tools, and contact center technologies.
- Experience working with BPO partners.
- Fundamental understanding of contact center metrics
- Strong verbal and written communicator & relationship-builder
- Natural cross-functional collaborator
- Passion for, and a drive to positively impact, the customer experience
- Ability to turn data/anecdotal feedback into impactful change
- Experience working with Customer Support quality management tools
- Bachelor's degree in relevant field of study (or equivalent experience)
Preferred Qualifications: - Training/facilitation background
- Six Sigma or similar process improvement certification
- Automotive or tech industry experience
What you'll gainThe benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting - with an iconic brand at its foundation. In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:
- Competitive insurance including:
- Medical, dental, vision and income protection plans
- 401(k) program with:
- An employer match and immediate vesting
- Generous Paid Time Off including:
- 20 days planned PTO, as accrued
- 40 hours of unplanned PTO and 14 company or floating holidays, annually
- Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
- Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
- Corporate Vehicle Program with:
- Eligibility for 1 assigned vehicle
- A mobility stipend
Pay TransparencyThis is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.
Initial base salary range = $150,000.00 - $181,250.00
Internal leveling code: M7
Notice to applicants:- To be considered for career opportunities at Scout Motors, applicants must be 18 years of age or older.
- Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records.
- Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
- Residing in New York City: This role is not eligible for remote work in New York City.
