AddressThe Customer Service Operations Director at fcpeuro.com is a pivotal cross-functional leadership role, reporting directly to the Head of Customer Experience. With a primary focus on optimizing customer contacts, the Customer Service Operations Director spearheads initiatives aimed at enhancing customer loyalty and satisfaction, while concurrently optimizing operational costs and efficiency. This role is dedicated to championing post-purchase experiences, community engagement, and customer advocacy, both independently and collaboratively through their teams.
FCP Euro is an online automotive parts retailer headquartered in Milford, Connecticut. FCP stands for "Foreign Car Parts," and we specialize in replacement parts for European vehicles. In the past 10 years, FCP Euro has earned a spot on the Inc. 5000 fastest-growing private companies list eight times. Customer service is deeply rooted in our core values. FCP Euro is a customer and technology company, and this unique blended culture has yielded outstanding results worthy of reward and recognition. We are devoted to developing and maintaining user-friendly and accurate automotive catalogs. We have an incredible enthusiasm for what we do, and we are always looking for ways to grow, learn, and improve.
Responsibilities & Outcomes:
Contact Center Operations Management:
- Develop and maintain customer performance dashboards to enhance retention, NPS, CSAT, LTV, and reduce CAC, customer churn, and cost to serve.
- Drive change through accurate and data-driven business insights, facilitating team growth, scalability, and expansion into emerging markets.
- Sets and drives strategic vision and quality standards, acting as the defining element of FCP Euro's core foundational service while meeting or exceeding industry standards.
- Builds and maintains scalable processes, workflows, and technology solutions for stable service and a scalable support model.
Team Management & Development:
- Manages the daily operations of a 40+ person customer contact center, ensuring prompt and effective handling of customer inquiries, issues, and feedback.
- Develops a talent strategy to attract, onboard, develop, and reward a diverse workforce while setting clear accountability and expectations to achieve critical KPIs.
- Cultivates a positive and customer-centric culture within the contact center team, emphasizing empathy, responsiveness, and effective problem resolution.
- Implements best practices for contact center management, including workforce optimization, quality assurance, and performance metrics.
- Leverages in-house talent and BPOs to provide direct and self-service support for scalability and improved customer and employee experience.
Community Engagement:
- Builds and maintains strong customer relationships through transparent communication and active community engagement.
- Curates customer sentiment and insights into reportable formats driving strategic action across the company.
- Develops and deploys systematic actioning on customer experience insights through cross-functional representatives.
Collaboration & Partnerships:
- Builds relationships with strategic leaders across the organization and collaborates with key stakeholders in Marketing, Product, Catalog, and Distribution Centers.
- Partners with divisional leaders to instill a customer-first mindset, emphasizing specific ways different roles can make a meaningful impact on customer lifetime value.
Experience and Skill requirements:
- Comprehensive knowledge and demonstrated experience with large multi-state, multi-channel contact centers.
- Exceptional communication skills to interface and maintain effective relationships at all employee levels.
- Ability to lead and adapt to a fast-paced environment, drawing from best practices while thriving in agile settings.
- Advanced understanding of long-term organizational design and talent development strategies.
- Ability to resolve complex operational problems requiring knowledge, input, and alignment from multiple departments or stakeholders.
- Significant fiscal and business acumen to drive change at all leadership levels.
- Tactful navigation and resolution of escalated customer or employee management issues.
- Ability to execute fiscal year departmental planning aligned with FCP Euro’s vision and mission.
Required Education and/or Licensing:
- Bachelor's degree in a related field or equivalent work experience.
- Minimum 10 years experience building, leading, and scaling customer contact centers across geographic regions.
- 5+ years experience in strategy formation and competitive environment assessment.
- Demonstrated ability to effectively communicate and collaborate with team members and senior leaders.
- Ability to lead teams through change and present complex ideas to broad audiences.
- 5+ years experience with industry-leading CRMs and BPOs.
- Advanced knowledge of customer-focused reporting suites and sentiment analysis tools.
- Proven ability to identify solutions and influence all levels of the organization utilizing customer data.
Compensation
This is an exempt salaried role with a base salary of $100,000 - $150,000 depending on experience, with a total compensation opportunity of $112,650 to $165,000 annually.
***This position is NOT remote however this is some flexibility to WFH on occasion.
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