Manager of Customer Service Quality and Training

Position Overview

FCP Euro is looking for a dynamic Manager of Quality and Training to elevate the performance of our Customer Service team and help deliver a world-class experience to every customer. In this key leadership role, you’ll design and lead engaging onboarding programs, drive impactful coaching and development, and refine our QA processes to ensure consistency and excellence at every touchpoint—from routine service to complex technical automotive support. You’ll turn performance data into powerful insights, champion a culture of growth and accountability, and play a hands-on role in shaping the future of our support team. 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 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.

Responsibilities and Duties:

• Own and evolve our training programs – Design a comprehensive onboarding and continuing education program that empowers new hires and experienced team members across all roles and tiers.
• Lead knowledge and skills development – Identify tools and systems for effective knowledge management, support tier-specific training, and partner with internal experts to keep content fresh and relevant.
• Drive cross-training and team agility – Coordinate refreshers and role-based upskilling to ensure the team is prepared for evolving needs and responsibilities.
• Champion quality assurance – Oversee QA reviews, calibrations, and reporting while continuously improving the QA scorecard to align with team growth and customer expectations.
• Coach for performance – Collaborate with assistant managers to deliver consistent, actionable coaching based on QA results, and flag systemic quality trends for resolution.
  Manage and develop others – Directly manage the QA Program Lead and help shape the structure of future quality and training roles as the team scales.
   
• Turn data into action – Analyze training and QA performance data to surface trends, drive improvements, and deliver insights to senior leadership.
• Lead with strategy and scale in mind – Contribute to team planning, scope new roles, develop onboarding plans, and find opportunities to streamline or automate repeatable processes.
• Empower leaders – Equip frontline managers with tools, guidance, and systems to elevate coaching and performance across the board.

Experience & Skill Requirements:

• 5+ years in QA, training, or L&D roles within a customer service environment.
• 1+ years of experience in people management 
• Experience supporting omnichannel customer service teams (email, chat, phone), ideally with technical tiers
• Proactive communicator and facilitator; skilled at creating clarity from ambiguity
• Comfortable building from scratch and iterating based on feedback
• Flexible, with a player-coach mindset—comfortable setting strategy and rolling up your sleeves to execute
• Interest in the European automotive industry is a plus, especially for developing empathy with technical agents

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 $80,000 - $110,000 depending on experience, with a total compensation opportunity of $88,000 to $120,000 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.