Sr. Manager, Support Development
Company
Dealer Inspire
Location
Remote
Type
Full Time
Job Description
At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, Accu-Trade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry. Â
No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.
But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.
Duties & Responsibilities
- Provide coaching, mentorship and support to a team of supervisors
- Partner with support leadership to drive a mission and vision for a large team that is motivating and encouraging to the organization while focused on results
- Maintain a high degree of partnership with leadership cross-functionally, especially our technology and product organizations and sales.
- Create proactive recommendations to influence the strategy for long-term customer support evolution and work with leaders to drive individual contributions. This includes organizational objectives to reduce cost to serve and continue to maintain high dealer and client delight.
- Set team benchmarks and measurement methodologies in partnership with other Senior support leaders to continue to elevate our customer/team experiences.
- Review case/performance trends provided by leadership on a monthly cadence and level up data to drive organizational optimization
- Manage resource distribution, ensuring talent is aligned correctly to the needs of the business, balanced appropriately across leaders and that the hiring/staffing strategy supports optimization targets for both client satisfaction and costs.
- Create and manage performance dashboards for the department in partnership with Business Operations/CRM teams
- Influences creation and necessary evolution of team job descriptions
- Maintains a prioritized list of roadmap support items in partnership with our technology teams
- Creates and maintains a team learning and development plan that addresses training opportunities for a collective unit alongside individualized coaching plans
- Stay on top of trends in support practices, technology automation and/or industry specific technology enhancements
- Work with different departments to identify patterns and opportunities to improve execution within Support Development
- Course correct behavior when issues are unveiled. If this leads to needing to set up a Performance Improvement Plan, working through closely with leadership, HR and the team member to get behavior corrected.Â
- Support career pathing for direct reports to ensure they are set up for success and understanding of professional growth opportunitiesÂ
Required Skills:
- College degree or equivalent education experience required
- 1-2 years of previous strategic, high-level management experience or relevant job examples demonstrating similar competencies
- Strong root cause analysis capabilities
- High level of competency with technology platforms and software systems
- Leadership and mentoring skills for career development of the team.Â
- Strong communication skills to effectively work with cross functional stakeholders and clients.Â
- Experience with Salesforce and Slack
- Critical thinking to analyze trends, maintain strong work flows and big picture thinking to make structural and systemic changes.
- Expert knowledge of HTML, CSS, JS, PHP.
- Understanding of WordPress and experience building Wordpress themes.
- Strong knowledge and experience with Git
- Expertise in with front-end frameworks like Bootstrap, Bourbon, or Foundation.
- Expertise in building and testing responsive sites.
- Must be organized, detail-oriented, and able to juggle multiple projects with varying timelines and requirements.
- Fast learner and interested in new technologies.
- The ability to remain cool under pressure. Seeks to find the solution regardless of what it takes
- Financial acumen to manage a budget & resourcing needs
- Experience with change leadership
#LI-JLÂ Â #LI-Remote
In the spirit of pay transparency, we are excited to share the base salary range for this position which is not inclusive of bonuses, benefits or other forms of compensation that the position may be eligible for. If you are hired at Cars Commerce, your final base salary compensation will be determined based on factors such as skills and/or experience. If the salary range is close to what you're seeking, then we encourage you to apply and learn more about the total compensation package for this position.
Our Comprehensive Benefits Package includes:
- Medical, Dental & Vision Healthcare Plans
- 401(k) with Company Match + Immediate Vesting
- New Hire Stipend for Home Office Set-Up
- Employee Stock Purchase Program
- Generous PTO
- Refuel - a service based recognition program where employees receive additional paid time away to learn grow and reset
- Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day
- Learn more about our Benefits, Perks, & Culture on our LinkedIn Life Pages!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Date Posted
10/02/2023
Views
53
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