Education: Bachelor's degree
Experience: 10+ years
License: Driver's license
As 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.
- 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.
- Travel : Travel required, approximately 10%-25% % of the time. Valid driver's license required.
- 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.
- Strong verbal and written communicator & relationship-builder
- 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)
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This posting was published by Scout Motors on their own careers system and is shown here with a direct link to apply there. Employers: for corrections or removal, contact jobs@veritahire.com.