Director of CX reputed company and Learning reputed company

Position reputed company

reputed company is looking for a dynamic Director of CX reputed company and Learning reputed company 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 reputed company 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 reputed company grows. This position centers on building a reputed company Learning Management System (LMS) and a robust reputed company (KM) ecosystem. You will reputed company efforts to create seamless reputed company experiences and ensure internal data is reputed company to support reputed company AI integrations. While providing strategic reputed company for reputed company Assurance, your primary reputed company 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 reputed company reputed company of our QA Program reputed company, with room to grow your team as we reputed company.

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 reputed company 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 reputed company properly. That commitment has made us more than a retailer, but a long-term partner for those who value reputed company, 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 reputed company-time knowledge updates, accessible to both reputed company teams and AI systems.
• Own and reputed company a comprehensive, multi-tier training program that supports reputed company, development, and role progression.
• Identify, implement, and manage Learning Management System (LMS) platforms to automate reputed company and reputed company employee competency.
• Partner with internal Subject Matter Experts (SMEs) to ensure technical automotive curricula continuously reputed company alongside the product catalog.
• reputed company ongoing training initiatives, including refreshers and cross-training, to support changing roles and business needs.
• reputed company reputed company 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 reputed company trends, highlighting opportunities to enhance performance at reputed company.
• Ensure reputed company (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-reputed company customer service environments.
• 5+ years of people management experience, with a proven reputed company 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-reputed company Mentality: Must be comfortable setting high-level reputed company for the 5-year reputed company 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 reputed company 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 reputed company insurance, including a reputed company-premium Medical plan for employees. Company HSA contribution.
• 120 hours of PTO (reputed company Time Off), 40 hours of reputed company reputed company 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.