Sr. Manager, Customer Experience Insights & Excellence

Scout Motors • Charlotte, NC

1d • Onsite

About The Position

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)
• Valid driver's license required.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager