Manager, Driveway Customer Care Center

Dealership:

L0397 Driveway Home Office

Driveway Manager, Sell

The Driveway Manager, Sell is responsible for the daily operation of the Sell Driveway’s Sell (Sell us your vehicle) DCC. This role includes managing a team of supervisors, monitoring the performance of each office for call volume, coverage, appointments scheduled, closing rates, and vehicles purchased.  The Manager will work directly with the supervisors in hiring and other personnel decisions, allocation of resources to ensure equal workload distribution, addressing customer service concerns, and holding the supervisors accountable for their teams. The Manager will also be responsible for a team that collects payoff details for customers, validates titles, registrations, and other documents, and secures approval for purchase from Treasury and their delegates.

The Driveway Manager, Sell reports to the Senior Manager, Driveway Customer Care Center - Sell.

Location: Dallas, TX (On-site)

Responsibilities

• Training and development Performance Management of supervisors and /agents as needed
• Hiring and Scheduling of supervisors/team leads/agents as needed
• First line of communications on customer service issues
• Coaching the team to ensure delivery of Best-In-Class Customer Service
• Managing Developing supervisors on their ability to achieve team KPIs for Production and Efficiency
• Innovate new and existing channels of consumer purchasing
• Ensure Out of Market customers get accurate purchase paperwork sent and received back to Driveway
• Ensure transportation is ordered for OOM transactions
• All Ensure all leads get responded in an acceptable manner
• Use Coaching the team to use tools such as, but not limited to VIN Solutions, Salesforce, vAuto, Sharepoint, TimeTap, FieldMate, PAVE, and Teams to manage compliance with existing processes
• This role reports to the Senior Manager, Driveway Vehicle Procurement
• Travel to regional offices for training purposes as needed
• Ensure Operational Documentation and Resources are up-to-date at all times

Skills and Qualifications

• Previous automotive experience is preferred
• Previous supervisory of management experience is required
• Sense of urgency and strong attention to detail
• Excellent communication skills both verbal and written
• Proficient in the use of Microsoft Windows products such as Excel & Word

Competencies

• Does the right thing, takes action and adapts to change
• A leader who respects the customer and their team, empowering the team m to grow and excel
• Self-motivated, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values
• Values personal integrity and doing the right thing.
• Takes ownership of their performance and adapts to improve results.
• Self-motivated, makes plans and follows through, holding self and others accountable, results focused.
• Demonstrates humility, shares best practices, focuses on continuous improvement.
• Thrives as a constructive collaborative member of a team.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

*Reasonable accommodations may be made to enable individuals to perform the essential functions.

NOTE:  This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job.  While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

High School graduate or equival