Director of Customer Service Technology – Systems

🔥 0 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $145k - $165k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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FCP Euro

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1986

📦 Logistics

✈️ Travel

🚘 Automotive

💰 $25M Debt Financing on 2021-06

Logistics • Travel • Automotive

FCP Euro is an online retailer specializing in European automotive parts, offering a wide range of Genuine, OE, and OEM replacement parts for brands such as BMW, Volvo, Audi, VW, Mercedes, Porsche, Rover, Jaguar, and Saab. Established in 1986 and evolving into an e-commerce platform, FCP Euro prides itself on providing quality replacement parts backed by a Lifetime Replacement Guarantee and exceptional customer service. The company caters to automotive enthusiasts and DIYers by offering expertly curated parts and extensive instructional content to enhance vehicle ownership experiences. Headquartered in Milford, Connecticut, FCP Euro continues to expand its vast parts catalog to better serve its customers around the world.

📋 Description

• Own the CX technology stack and set its multi-year vision • Configure, test, integrate, and ship CX technology solutions • Lead CCaaS and telephony platform modernization, migrations, upgrades, and implementations • Design and configure contact flows, IVR logic, queues, routing profiles, skills-based and priority routing, and disaster recovery behavior • Build test and cutover plans, including parallel run strategy, rollback criteria, and service-level protection • Manage implementation partners and vendors, including scopes of work, milestones, acceptance criteria, and post-launch support • Lead agent and supervisor training with Knowledge Management and Learning • Set platform administration standards with IT • Optimize Zendesk Copilot and other agent-assist tools • Identify, pilot, and launch AI agent and agent-augmentation capabilities across voice, email, chat, and self-service • Define and measure automation performance using containment, deflection, escalation rate, resolution quality, CSAT, and handle time • Partner with Voice of Customer and QA to ensure automation improves customer experience • Maintain an efficiency ledger tracking capacity created, cost-per-contact impact, and headcount avoided • Own a rolling multi-year CX technology roadmap aligned with growth plans, contact volume forecasts, and budget cycles • Build business cases for major investments, including total cost of ownership, implementation effort, and expected efficiency gains • Evaluate CCaaS, agent-assist, and AI-agent solutions and make build, buy, or defer recommendations • Define target-state architecture for Zendesk or alternative platforms, telephony, Solidus, Coresense, and future systems • Partner with Product and Engineering by writing requirements and user stories and following work through adoption • Drive integrations enabling agents to resolve orders, returns, replacements, and Lifetime Replacement Guarantee claims without switching systems • Spend regular time on the floor and on phones • Capture and prioritize friction reported by the team • Partner with Service Delivery to align workforce management, quality, and other tools with team workflows • Grow into leading a team as business needs dictate • Measure success through efficiency gains, reduced friction for agents and customers, and long-term capacity creation • FCP Euro is a family-owned retailer and online destination providing European car parts, knowledge, and support

🎯 Requirements

• 8+ years in customer experience, contact center, or service operations • 3+ years owning systems, tooling, or technology for a CX organization • Ownership of at least one end-to-end CCaaS or telephony migration, from platform selection through cutover and stabilization • Amazon Connect experience strongly preferred; Genesys, NICE, Five9, Talkdesk, or comparable experience is relevant • Hands-on Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs, and APIs, including sandbox and release practices, or comparable system • Track record of optimizing a CCaaS or CRM environment after go-live, with measurable gains in throughput, handle time, or cost per contact • Practical experience deploying AI or automation in a service environment, with a clear view of what worked, what did not, and how it was measured • Integration literacy: REST APIs, webhooks, middleware or iPaaS tools, CRM/OMS/ERP data mapping, and enough SQL to validate work • Experience selecting and managing vendors and implementation partners, from RFPs through acceptance • Experience partnering with Product and Engineering, including writing requirements, joining sprints, and driving adoption after release • Strong project and change management, including realistic sequencing, dependency and risk management, and clear communication to leadership • Comfort with CX metrics such as contact rate, contacts per order, handle time, occupancy, cost per contact, containment, and deflection • Scrappy, hands-on style and customer-first judgment • Willingness to slow down an efficiency initiative that hurts customers or agents • Bachelor's degree in business, information systems, engineering, or a related field, or equivalent practical experience • This is a remote job with some travel to the Connecticut facility required

🏖️ Benefits

• Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees • Company HSA contribution • 120 hours of PTO (Paid Time Off) • 40 hours of Paid Sick Time • Company Holidays • 401k with Company deposit and match • Discounted prices on our catalog of European car parts • Eligibility for participation in the FCP Euro equity program

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