Sr. Manager, Customer Experience Insights & Excellence

Here at Scout Motors were 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 its 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 hasnt 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 youre ready to drive change and make history apply now!

As the Sr. Manager of Customer Experience Insights & Excellence (CXIE) youll lead a department that drives data-driven decisions and ensures world-class quality standards across Scout Motors customer touchpoints. Youll oversee two key areas of focusCustomer Experience Insights and Customer Experience Excellenceto deliver actionable insights and maintain consistent high-quality experiences for our customers.

Key Responsibilities:

• Lead the CXIE department and set strategic direction for both areas of focus.
• Own Scouts 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 drivers license required.

We expect all Scout employees to have integrity curiosity resourcefulness and strive to exhibit a positive attitude as well as a growth mindset. Youll be comfortable with change and flexible in a fast-paced high-growth environment. Youll take a collaborative approach to achieve ambitious goals. Heres what else youll 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
• Bachelors degree in relevant field of study (or equivalent experience)

Preferred Qualifications:

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

The benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting with an iconic brand at its foundation. In addition Scout provides competitive compensation and benefits to support your physical mental and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides select highlights:

• 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

This is a full-time exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidates skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range $150000.00 - $181250.00

Internal leveling code: M7

Notice to applicants:

• To be considered for career opportunities at Scout Motors applicants must be 18 years of age or older.
• Residing in San Francisco:Pursuant to the San Francisco Fair Chance Ordinance Scout Motors will consider for employment qualified applicants with arrest and conviction records.
• Residing inLos Angeles:Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
• Residing inNew York City:This role is not eligible for remote work in New York City.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer.Qualified applicants will receive consideration without regard to race color religion sex national origin age sexual orientation gender identity gender expression veteran status disability pregnancyor anyother characteristicsprotected by law.Scout Motors is committed to compliance with allapplicablefairemploymentpractice laws.If you require reasonable accommodation to complete a job application pre-employment testing or a job interview or to otherwise participate in the hiring process please contact