Manager of Business Operations

Our partner, a company located in Farmington Hills, MI, is seeking a Manager of Business Operations. This role involves overseeing the Business Operations Level 2 team for the US and Canada, with a primary focus on efficiently resolving customer issues. The manager will also take charge of daily operations in the Canadian call center and facilitate coordination among various functions to ensure cohesive processes and interactions with Canadian stakeholders.

Responsibilities:

• Lead the day-to-day activities of the Level 2 Customer team, ensuring adherence to established SLAs and offering support to team members while monitoring their performance.
• Define key performance measures for the team and translate these into objectives for each team member.
• Develop comprehensive training plans to ensure team members possess in-depth knowledge of products, tools, services, and customers.
• Collaborate with the team to identify and implement optimized structures, workflow, and solutions that aid in achieving their goals.
• Mentor and guide team members to help them develop in their roles and outline career growth plans.
• Lead efforts to identify ongoing technology needs for the Customer Service department.
• Analyze, organize, and present data for broader stakeholder groups, enabling them to understand Level 2 performance and needs, and work towards improvements in customer service.
• Collaborate with the Business Operations Incident Manager to identify and analyze incident/issues trend data from support call centers and provide actionable recommendations.
• Participate in the "On Call" rotation with peer Business Operations Managers.
• Work closely with peer Managers in Business Operations to enhance departmental performance and promote employee well-being.
• Maintain safety, security, and privacy standards across all areas of responsibility.

Canada Responsibilities:

• Manage daily call center operations for the Canadian business, ensuring coordination with broader call center operations.
• Oversee operational data and file-loading processes for the Canadian platform operations.
• Coordinate with various Business Operations teams for Canadian business requirements and act as the consolidated voice of operations when needed.
• Facilitate and represent Canada Operation items to stakeholders in ongoing management routines.

Requirements

• 8+ years of experience in managing customer service functions.
• Demonstrated experience in overseeing operational activities and customer support functions at a high-performing technology company.
• Prior experience in managing large teams within a fast-paced, remote/hybrid work environment.
• Subject Matter Expertise in the suite of products and services offered.
• Familiarity with Service Desk and Call Center technology (e.g., CA (Computer Associates) Service Desk, Salesforce, Tealeaf, ACD, etc.).
• Strong analytical skills and experience with various data and reporting suites (e.g., Excel, Tableau, Salesforce, internal system reporting resources).
• Proven ability to consult, guide, and implement innovation across business and technical processes.
• Proficiency in Microsoft Office products.
• Strong relationship-building skills within and across organizations.
• Strong presentation skills for both content creation and delivery.
• Flexibility to work extended and variable hours, as this is a leadership role in Business Operations.
• Prior experience in automotive retail finance or other related consumer finance is a plus.
• Knowledge of Auto dealership technology, processes, and financing products is preferred but not required.