Sr. Manager, Customer Experience Insights & Excellence

Here at Scout Motors, we're 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, it’s 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 hasn’t 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 you're ready to drive change and make history, apply now! What you’ll do 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. Key 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. 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 driver's license required. What you’ll bring We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll 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…