Director of CX Knowledge Management and Learning Strategy
Position Overview
FCP Euro is looking for a dynamic Director of CX Knowledge Management and Learning Strategy to elevate 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 vision for FCP Euro’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 the company grows. This position centers on building a scalable Learning Management System (LMS) and a robust Knowledge Management (KM) ecosystem. You will lead efforts to create seamless onboarding experiences and ensure internal data is structured to support future AI integrations. While providing strategic oversight for Quality Assurance, your primary focus 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 Mesa, AZ, or Milford, CT, and currently includes direct oversight of our QA Program Lead, with room to grow your team as we scale.
About FCP Euro
FCP Euro is the trusted home and online destination for European car owners and professionals. Family-owned since 1986, our mission is to make European vehicle ownership more enjoyable and enduring by delivering the highest quality parts, knowledge, and support people can rely on. At FCP Euro, we exist to empower owners and professionals with the confidence and support to care for their European cars properly. That commitment has made us more than a retailer, but a long-term partner for those who value quality, expertise, and trust throughout the life of their vehicle.
Responsibilities and Duties:
- Architect and govern the global Knowledge Management (KM) system, ensuring it serves as a single source of truth across the organization.
- Establish governance frameworks for cross-functional knowledge capture, enabling teams to build expertise in complex automotive products.
- Design and implement intake infrastructure for real-time knowledge updates, accessible to both frontline teams and AI systems.
- Own and evolve a comprehensive, multi-tier training program that supports onboarding, development, and role progression.
- Identify, implement, and manage Learning Management System (LMS) platforms to automate onboarding and track employee competency.
- Partner with internal Subject Matter Experts (SMEs) to ensure technical automotive curricula continuously evolve alongside the product catalog.
- Lead ongoing training initiatives, including refreshers and cross-training, to support changing roles and business needs.
- Transform Quality Assurance (QA) from scorecarding to performance intelligence by leveraging data to identify systemic gaps in training and knowledge resources.
- Oversee the QA Program Lead to ensure calibration consistency, while focusing on insights that inform continuous improvement.
- Deliver strategic reporting to leadership on quality trends, highlighting opportunities to enhance performance at scale.
- Ensure Business Process Outsourcing (BPO) training and performance parity through aligned calibration, tracking, and ongoing development.
Experience & Skill Requirements:
- 10-12+ years of experience in L&D, Knowledge Management, or Enablement within high-growth customer service environments.
- 5+ years of people management experience, with a proven track 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-Coach Mentality: Must be comfortable setting high-level strategy for the 5-year horizon 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 cars 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 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, 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 base salary of $140,000 - $170,000 depending on experience, with a total compensation opportunity of $158,000 to $191,000 annually.
FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law.No phone calls or agency referrals, please