Senior Manager, Customer Care

AutoTrader.com
Arizona, South Carolina, Arkansas, Rhode Island, Alabama, Florida, Wisconsin, West Virginia, Virginia, Vermont, Pennsylvania, Oklahoma, Ohio, New York, Indiana, North Dakota, Illinois, Connecticut, Colorado, New Mexico, Washington, Texas, Oregon, New Jersey, New Hampshire, Minnesota, Idaho, Michigan, South Dakota, Maryland, Delaware, North Carolina, Montana, Mississippi, Missouri, Nebraska, Tennessee, Kentucky, Maine, Louisiana, Kansas, Wyoming, Iowa, Georgia, Alaska, Utah, Nevada
Workplace: RemoteFull timeUSD 101,500 - 169,100 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Leadership","Coaching","Problem solving"]

Lead a customer care team and front-line leaders to deliver a consistently high client experience for Manheim clients and operational groups. Plan and monitor staffing and performance against KPIs, coach and train employees, manage escalations, and coordinate with business partners across auctions, product and sales, and third-party vendors. Represent the client perspective to improve auction, OVE.com, Simulcast, and Manheim.com processes, while analyzing trends and closing service gaps.

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FursaFursa
AutoTrader.com
AutoTrader.com
2 days ago

Senior Manager, Customer Care

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead a customer care team and front-line leaders to deliver a consistently high client experience for Manheim clients and operational groups. Plan and monitor staffing and performance against KPIs, coach and train employees, manage escalations, and coordinate with business partners across auctions, product and sales, and third-party vendors. Represent the client perspective to improve auction, OVE.com, Simulcast, and Manheim.com processes, while analyzing trends and closing service gaps.
Location: Arizona, South Carolina, Arkansas, Rhode Island, Alabama, Florida, Wisconsin, West Virginia, Virginia, Vermont, Pennsylvania, Oklahoma, Ohio, New York, Indiana, North Dakota, Illinois, Connecticut, Colorado, New Mexico, Washington, Texas, Oregon, New Jersey, New Hampshire, Minnesota, Idaho, Michigan, South Dakota, Maryland, Delaware, North Carolina, Montana, Mississippi, Missouri, Nebraska, Tennessee, Kentucky, Maine, Louisiana, Kansas, Wyoming, Iowa, Georgia, Alaska, Utah, Nevada
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead a team of functional leaders and employees responsible for contact center operations performance.
  • •Review work volumes, plan and continuously monitor staffing levels, and manage performance against KPIs.
  • •Assist with administrative operations including establishing work priorities, scheduling workforce, administering attendance policies, and resolving problems.
  • •Represent the client perspective in development of auction and online business practices, processes, and policies; ensure coaching and training are applied consistently.
  • •Analyze trends in KPI performance, define actions to close gaps, and coordinate across departments and leadership to deliver high-quality service.
Travel: Medium travel

Pay and Benefits

Salary: USD 101,500 - 169,100 annually
Perks:Health InsuranceDentalVision401kPaid LeaveWellness Stipend

Key Requirements

  • •BA/BS degree with 8+ years of relevant experience and at least 3 years in a management/leadership role (or equivalent combination of education and experience).
  • •Extensive contact center and/or client interfacing experience.
  • •Strong customer service orientation and ability to foster productive internal and external business relationships.
  • •Excellent written/verbal communication and interpersonal skills.
  • •Experience performance-managing and coaching teams to achieve KPI results (quality, hold times, and voice-of-customer survey results).
Experience:8+ years
Education:Bachelor's
Skills:CommunicationInterpersonal skillsLeadershipCoachingProblem solving
Tech Stack:GenesysSalesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

AutoTrader.com
Operates a leading online marketplace for buying and selling new and used vehicles, connecting consumers, dealers, and automotive service providers with vehicle listings, pricing tools, reviews, and financing resources.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1997
WebsiteLinkedIn