Senior Manager, Vehicle Acquisition Strategy & Operations

The Senior Manager, Vehicle Acquisition Strategy & Operations leads the end-to-end performance of the We'll Buy Your Car (WBYC) program. This role combines hands-on operational leadership with data-driven strategic thinking to optimize vehicle acquisition volume, appraisal accuracy, and customer conversion. The Senior Manager analyzes program data to identify performance gaps, develops long-term strategies to scale the WBYC model across markets, and ensures disciplined execution of processes, vendor partnerships, and associate development.

Key Responsibilities

Data Analytics & Strategic Performance

• Analyze WBYC program data—including lead flow, appointment trends, appraisal margins, and conversion rates—to identify performance gaps and growth opportunities
• Develop and execute long-term strategies to scale WBYC operations across markets and increase vehicle acquisition volume
• Build and maintain performance dashboards to provide real-time visibility into program health at the store, market, and regional levels
• Translate data insights into actionable recommendations for store and market leadership
• Conduct root-cause analysis on underperforming locations and design targeted intervention plans

Operational Execution

• Own overall WBYC performance across leads, appointments, appraisals, and purchases
• Ensure consistent, high-quality process of the WBYC customer journey from initial contact through vehicle purchase
• Identify and address operational breakdowns in real time; implement process improvements to prevent recurrence
• Partner with Market teams to establish and optimize WBYC pods for scalable coverage

Vendor & Stakeholder Management

• Manage third-party vendor relationships; evaluate vendor performance and ensure selection aligns with business objectives
• Facilitate effective knowledge transfer between Used Vehicle Directors (UVDs) and third-party partners
• Serve as the primary liaison between WBYC operations and cross-functional teams including marketing, finance, and used vehicle departments

Customer Experience & Appraisals

• Drive accurate, market-aligned vehicle appraisals by monitoring valuation trends and ensuring pricing discipline
• Coach associates on customer value conversations, objection handling, and negotiation techniques to improve conversion

Talent Development & Staffing

• Support recruiting, training, and onboarding of WBYC associates to maintain staffing levels and capability
• Develop standardized training materials and playbooks to accelerate associate ramp-up and ensure consistency across locations

Process Discipline & Compliance

• Enforce standard WBYC processes, documentation requirements, and system usage across all participating locations
• Conduct regular process audits to ensure compliance and identify improvement opportunities

Key Performance Indicators

• WBYC vehicle purchase rate and volume growth
• Appointment show rate and lead-to-appointment conversion
• Appraisal-to-purchase conversion rate
• Appraisal margin accuracy (spread vs. market benchmarks)
• Staffing efficiency and associate productivity
• Process adherence and compliance audit scores
• Market-level program expansion milestones

Qualifications

• 5+ years of experience in automotive retail operations, vehicle acquisition, or used vehicle management. Prior platform Used Vehicle Director experience helpful.
• Demonstrated ability to analyze operational data, build KPI dashboards, and translate metrics into strategic action plans
• Experience managing third-party vendor relationships and cross-functional partnerships
• Strong understanding of vehicle appraisal processes, market valuation tools, and wholesale/retail pricing dynamics
• Proven track record of identifying performance gaps and implementing scalable process improvements
• Excellent communication skills with the ability to present insights and recommendations to senior and market leadership
• Experience with dealership management systems (DMS), CRM platforms, and data visualization tools
• Bachelor's degree in business, operations management, or related field preferred; equivalent experience considered

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories,