Remote opportunity at
FCP EuroDirector of Customer Service Technology & Systems
FCP Euro, a family-owned online supplier and resource for European car parts established in 1986, is hiring a Director of Customer Service Technology & Systems .…
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About This Role
FCP Euro, a family-owned online supplier and resource for European car parts established in 1986, is hiring a Director of Customer Service Technology & Systems . This full-time position operates on a remote basis with required travel to the company facility in Connecticut. The annual base salary ranges from $145,000 to $165,000, with total compensation potential between $160,000 and $185,000 including equity program eligibility. This is an individual-contributor owner-operator role…
Job Description
FCP Euro, a family-owned online supplier and resource for European car parts established in 1986, is hiring a Director of Customer Service Technology & Systems. This full-time position operates on a remote basis with required travel to the company facility in Connecticut. The annual base salary ranges from $145,000 to $165,000, with total compensation potential between $160,000 and $185,000 including equity program eligibility.
This is an individual-contributor owner-operator role initially, where the incumbent will personally configure, test, and ship technology solutions before potentially building a team. The person in this position will own the customer experience technology stack, direct multi-year planning, and spearhead major contact center initiatives like CCaaS and telephony modernization, AI agent expansion, and systems integration.
Ideal candidates possess extensive backgrounds in customer operations and tooling, demonstrating hands-on technical proficiency with systems administration, API integrations, and practical automation deployment. FCP Euro provides equal employment opportunities and offers a comprehensive benefits package to support its staff.
Responsibilities
- Manage end-to-end platform migrations and upgrades for CCaaS and telephony systems
- Configure contact flows, IVR logic, routing profiles, and disaster recovery settings
- Oversee implementation partners, vendors, scopes of work, and post-launch support
- Optimize Zendesk Copilot and other agent assist tools while piloting AI capabilities across channels
- Develop and maintain a rolling multi-year strategy and roadmap for the customer experience technology stack
- Build business cases covering total cost of ownership and expected efficiency gains for major investments
- Partner with Product and Engineering to drive integrations allowing seamless agent access to order and warranty data
- Spend dedicated time on the floor and phones to capture and prioritize team workflow friction
Requirements
- Over 8 years of experience in customer experience, contact center, or service operations
- At least 3 years owning systems, tooling, or technology for a customer experience organization
- Demonstrated ownership of at least one end-to-end CCaaS or telephony migration from selection to stabilization
- Hands-on Zendesk administration experience spanning Support, Talk, Guide, Explore, and APIs
- Practical background deploying AI or automation within a service environment
- Integration literacy covering REST APIs, webhooks, middleware tools, and data mapping
- Experience selecting and managing vendors and implementation partners through RFPs and acceptance
Qualifications
- Amazon Connect platform experience is strongly preferred
- Familiarity with alternative platforms such as Genesys, NICE, Five9, or Talkdesk
- A bachelor's degree in business, information systems, engineering, or a related field, or equivalent practical experience
Core Skills
Benefits
- Base salary ranging from $145,000 to $165,000 per year
- Total compensation opportunity between $160,000 and $185,000 annually
- Eligibility to participate in the FCP Euro equity program
- Company-subsidized medical, dental, and vision insurance with a zero-premium medical plan option
- Company Health Savings Account contribution
- 120 hours of paid time off plus 40 hours of paid sick time and company holidays
- 401(k) plan featuring company deposits and matching
- Discounts on the FCP Euro catalogue of European car parts
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote job, though it requires some travel to the company facility in Connecticut.
What is the salary range for the Director of Customer Service Technology & Systems?
The base salary range is $145,000 to $165,000 per year, with total compensation estimated between $160,000 and $185,000 annually including equity program eligibility.
What experience is required for this role?
Candidates must have over 8 years in customer experience, contact center, or service operations, including at least 3 years owning systems or technology for a CX organization and direct experience leading an end-to-end CCaaS or telephony migration.
Sample Interview Questions
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