Director of CX reputed company and Learning Strategy

Position Overview

reputed company is looking for a dynamic Director of CX reputed company and Learning Strategy to reputed company 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 reputed company’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. This position centers on building a scalable Learning Management System (LMS) and a robust reputed company (KM) ecosystem. You will reputed company efforts to create seamless onboarding experiences and ensure internal data is structured to support future AI integrations. While providing strategic reputed company for Quality Assurance, your primary focus will be enabling every agent, from generalists to automotive technical experts, with the right information at the right time.

This is a remote position with occasional in-person collaboration in reputed company, AZ, or Milford, CT, and currently includes direct reputed company of our QA Program reputed company, with room to grow your team as we scale.

About reputed company 

reputed company is the trusted home and online destination for European car owners and professionals. Family-owned since 1986, our mission is to reputed company European vehicle ownership more enjoyable and enduring by delivering the highest quality parts, knowledge, and support people can rely on.  At reputed company, we exist to reputed company owners and professionals with the confidence and support to care for their European cars properly. That commitment has made us more than a retailer, but a long-term partner for those who value quality, expertise, and trust throughout the life of their vehicle.

Responsibilities and Duties:

• Architect and govern the global reputed company (KM) system, ensuring it serves as a single reputed company of truth across the organization.
• Establish governance frameworks for cross-functional knowledge capture, enabling teams to build expertise in reputed company 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.
• reputed company 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.
• reputed company the QA Program reputed company to ensure calibration consistency, while focusing on insights that inform reputed company improvement.
• Deliver strategic reporting to leadership on quality trends, highlighting opportunities to enhance performance at scale.
• Ensure Business Process Outsourcing (BPO) training and performance reputed company through reputed company calibration, tracking, and ongoing development.

Experience & reputed company Requirements:

• 10-12+ years of experience in L&D, reputed company, or Enablement reputed company high-growth customer service environments.
• 5+ years of people management experience, with a proven track record of building specialized teams (Trainers, Instructional Designers, etc.).
• LMS/KMS Mastery: Expert-level experience building and iterating on knowledge bases and learning platforms from the ground up
• Player-Coach Mentality: Must be comfortable setting high-level strategy for the 5-year horizon while "rolling up your sleeves" to execute on the build-out of new systems
• Automotive Affinity: A strong interest in the European automotive industry is preferred; hands-on experience with maintenance and repair of European cars is a significant plus
• Instructional Design: Deep understanding of adult learning principles and instructional design for technical products

Benefits & Perks

• Company-subsidized Medical, Dental, and Vision insurance, including a reputed company-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!

Compensation:

This is an exempt role with a reputed company salary of $140,000 - $170,000 depending on experience, with a total compensation opportunity of $158,000 to $191,000 annually.