Director of Customer Service Operations - FCP Euro

We are seeking a seasoned Director of Customer Service Operations to lead and scale our high-volume, multi-channel contact center at our corporate headquarters in Milford, CT. This role is critical in overseeing the strategy, management, and continuous improvement of our growing customer service operations. The ideal candidate will have at least 8-10 years of progressive experience in contact center management, with expertise in overseeing multi-tiered support workflows, including technical support. This individual will be responsible for the people, process, and project management aspects of the operation, ensuring a seamless, high-quality customer experience through all communication channels.

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.

Job Summary

The Director of Customer Service Operations will manage a dynamic team of ~40 agents, leads, and managers while helping to set a strategy to incorporate automation and outsourcing for simpler inquiries. You will partner closely with the Director of Post-Purchase Experience to ensure adherence to quality standards and support improvements to post-purchase quality initiatives. Your goal will be to drive efficiency, enhance team performance, and ensure that service-level agreements (SLAs) and headcount budgets are consistently met, all while supporting the organization’s rapid growth.

Key Responsibilities:

Leadership & Team Management- oversee the daily operations of a multi-tiered support team, including technical support.  Manage staffing plans and headcount to meet seasonal or rapid growth demands, while staying within established budget constraints.  Provide strategic direction, mentorship, and career development opportunities for the team.

Operational Excellence- Ensure all communication channels adhere to SLA requirements, monitoring response times and resolution rates. Partner with the Director of Customer Experience and Quality to ensure adherence to quality expectations and to support improvements to post-purchase quality initiatives.  Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.  

Process & Project Management- collaborate cross-functionally with product, IT, and marketing teams to streamline processes and align customer service operations with overall business goals.  Lead key projects focused on improving contact center performance, such as system upgrades, workflow optimizations, and customer journey improvements.

Vendor & BPO Management- oversee relationships with Business Process Outsourcing (BPO) partners to ensure quality and service-level adherence for inquiries that we are not able to automate.  Conduct regular performance reviews and ensure adherence to SLAs with third-party vendors.

Qualifications:

• At least 8-10 years of experience in contact center management, with a focus on multi-channel, high-volume environments.
• Proven experience overseeing multi-tiered customer service workflows, including technical support operations.
• Expertise with contact center technology tools (e.g., CRM systems, IVR, chatbots, workforce management software).
• Strong leadership skills, with demonstrated ability to manage teams of 30 agents, leads, and managers.
• Expertise in KPI management, including customer satisfaction, first contact resolution, and other key metrics.
• Proven ability to manage staffing levels and operational costs within budget constraints.
• Experience managing vendor/BPO relationships and ensuring service-level adherence.
• Exceptional project management skills with a proven ability to lead cross-functional projects.
• Strong communication skills, both written and verbal, with an ability to influence and collaborate with senior leadership.
• Ability to thrive in a fast-paced, high-growth environment with changing priorities.
• Experience with technical support or highly specialized customer service workflows is desirable.
• Interest or expertise in the automotive industry, particularly European vehicles is desirable.

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