Sr. Manager, Customer Experience Insights & Excellence

Overview

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.

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 Bring

We 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)

Qualifications

Training/facilitation background
Six Sigma or similar process improvement certification
Automotive or tech industry experience

Compensation & Benefits

Initial base salary range: $150,000.00-$181,250.00
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.