Sr. Manager, Customer Experience Insights & Excellence (Automotive)

Location: Charlotte, North Carolina, United States; 4–5 days per week in the office. Regular in-person meetings and events are required, along with approximately 10–25% travel. A valid driver’s license is required. The role is not eligible for remote work in New York City.

Salary: $150,000–$181,250 annual base salary, plus eligibility for an annual performance bonus.

Company

hirify.global is developing electrified and digitally enabled SUVs and trucks based on an iconic American automotive brand.

What you will do

• Lead the Customer Experience Insights & Excellence department and set its strategic direction.
• Own the Voice of the Customer program and ensure insights influence company-wide decisions.
• Oversee survey administration, reporting, and customer-facing experience programs.
• Define contact center quality standards for Customer Support and Roadside Assistance.
• Manage evaluator calibration and coaching alignment across internal teams and BPO partners.
• Partner cross-functionally to improve NPS, CSAT, customer satisfaction, and CX performance.

Requirements

• 10+ years of experience in customer experience, customer support, or contact center quality program management.
• 2+ years of leadership experience in customer experience, customer support, or contact center quality.
• 2+ years of experience working with contact center vendors, outsourcing providers, or BPO partners.
• Experience managing multifunctional areas or programs and strong stakeholder management skills.
• Strong analytical, data visualization, reporting, communication, and relationship-building skills.
• Bachelor’s degree in a relevant field or equivalent experience; familiarity with Voice of the Customer platforms, survey tools, contact center technologies, quality management tools, and contact center metrics.

Nice to have

• Training or facilitation background.
• Six Sigma or similar process improvement certification.
• Automotive or technology industry experience.

Culture & Benefits

• Opportunity to build new automotive products and a company from the ground up.
• Medical, dental, vision, and income protection plans.
• 401(k) program with employer matching and immediate vesting.
• Paid time off, company and floating holidays, and up to 16 weeks of paid parental leave.
• Corporate vehicle program with eligibility for one assigned vehicle and a mobility stipend.