Sr. Manager, Customer Experience Insights & Excellence

Scout Motors•Charlotte, NC

2d•$150,000 - $181,250•Onsite

About The Position

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again. But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work. The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range. At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now! 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.

Requirements

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)

Nice To Haves

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

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.

Benefits

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 Transparency
Annual performance bonus program