Director of Customer Service Technology & Systems

Our Customer Experience team is growing fast, and we want our technology to grow its capacity as well. We're looking for a Director of CX Technology and Systems to own the CX technology stack: set the multi-year vision, then personally configure, test, integrate, and ship against it.

You’ll lead our biggest contact center initiatives, including modernizing our CCaaS and telephony platforms, expanding AI agent capabilities, and deepening integrations across our e-commerce, OMS, and ERP systems in partnership with our Product / Engineering teams. This is an owner-operator role, not a vendor-management role. You’ll build the first version yourself and grow into leading a team as the business need dictates.

You’ll measure success by the efficiency you gain, the friction you remove for agents and customers, and the long-term capacity you create.

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.

• Lead CCaaS and telephony upgrades and migrations through every phase: discovery, requirements, design, build, testing, cutover, and hypercare.
• Personally 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 during transition.
• Manage implementation partners and vendors, owning scopes of work, milestones, acceptance criteria, and post-launch support.
• Lead agent and supervisor training with our Knowledge Management and Learning team, and set platform administration standards with IT.

• Own optimization of Zendesk Copilot and other agent assist tools, from procedure design and macro hygiene to suggested-response tuning and adoption tracking.
• Identify, pilot, and launch AI agent and agent augmentation capabilities across voice, email, chat, and self-service.
• Define how every automation is measured: containment, deflection, escalation rate, resolution quality, CSAT, and handle time.
• Partner with Voice of Customer and QA to make sure automation improves the customer experience, and speak up when a tool isn't meeting the bar.
• Maintain an efficiency ledger showing capacity created, cost per contact impact, and headcount avoided.

• Own a rolling multi-year roadmap for the CX stack, sequenced against growth plans, contact volume forecasts, and the budget cycle.
• Build business cases for major investments, covering total cost of ownership, implementation effort, and expected efficiency gains.
• Scan the CCaaS, agent assist, and AI agent market, run structured evaluations and pilots, and make clear build, buy, or defer recommendations.
• Define the target-state architecture for how Zendesk (or alternative platform), telephony, Solidus, Coresense, and future systems share data.

• Serve as the primary CX partner to Product and Engineering, writing requirements and user stories and following work through to adoption.
• Drive integrations so agents can resolve orders, returns, replacements, and Lifetime Replacement Guarantee claims without…