United States onlyFCP Euro is looking for a dynamic Director of CX Knowledge Management and Learning Strategy to elevate the performance of our Customer Service team and help deliver a world-class experience to every customer. This leadership role will define and drive the 3–5 year vision for FCP Euro’s intellectual capital by designing and scaling the systems used to capture, organize, and distribute technical and service knowledge, ensuring our expertise remains a lasting competitive advantage as the company grows.
Requirements
- Architect and govern the global Knowledge Management (KM) system, ensuring it serves as a single source of truth across the organization.
- Establish governance frameworks for cross-functional knowledge capture, enabling teams to build expertise in complex automotive products.
- Design and implement intake infrastructure for real-time knowledge updates, accessible to both frontline teams and AI systems.
- Own and evolve a comprehensive, multi-tier training program that supports onboarding, development, and role progression.
- Identify, implement, and manage Learning Management System (LMS) platforms to automate onboarding and track employee competency.
- Partner with internal Subject Matter Experts (SMEs) to ensure technical automotive curricula continuously evolve alongside the product catalog.
- Lead ongoing training initiatives, including refreshers and cross-training, to support changing roles and business needs.
- Transform Quality Assurance (QA) from scorecarding to performance intelligence by leveraging data to identify systemic gaps in training and knowledge resources.
- Oversee the QA Program Lead to ensure calibration consistency, while focusing on insights that inform continuous improvement.
- Deliver strategic reporting to leadership on quality trends, highlighting opportunities to enhance performance at scale.
- Ensure Business Process Outsourcing (BPO) training and performance parity through aligned calibration, tracking, and ongoing development.
Benefits
- Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution.
- 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time, plus Company Holidays
- 401 (k) with Company deposit and match.
- Discounted prices on our catalog of European car parts!
