Director, Operations

Who We Are

With a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading programs that cover Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. These benefits provide vehicle owners with affordable and valuable coverages to keep their vehicles on the road safely, and also maximize the resale value by keeping the appearance of their vehicles like-new.

Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.

We understand the challenges and complexities that our partners face when it comes to offering vehicle protection plans. There is no one-size-fits-all. Every business we help is different and has their own set of challenges. That’s why, when you partner with Sonsio, we work with you to provide a custom solution designed to improve customer acquisition and retention and increase profitability.

And when it comes to managing claims, you don’t have the time or resources to worry about the headaches. Sonsio provides end-to-end support and decades of expertise to give customers the highest quality services with a world-class customer experience.

Base Pay Range:

As a Director, Operations, your essential job functions will include the following responsibilities:

Direct and Oversee Call Center Operations/Activities

• Oversee and ensure customer service policies, objectives, and initiatives are in place and adhered to.
• Lead call center operations including implementation of training programs for the call center operators
• Responsible for performance targets for speed, efficiency, and quality for the call center personnel.
• Ensure Call Center Managers & Supervisors are properly recording statistics, user rates and performance levels of the call center representatives.
• Focus on the attainment of Key Performance Indicators (KPIs), including call center metrics;
  • Customer Service Level (CSL)
  • Average Speed of Answer (ASA)
  • Cost Center Expense Budget
  • Customer Satisfaction Rating(s)
  • Employee Retention Rating
• Subject Matter Expert and final step in the escalation process for the most complex customer complaints or inquiries.
• Communicate with Managers, supervisors, team leaders, operatives and third parties to gather information and resolve issues within the call center.
• Establish a program for supervisors to monitor calls on a regular basis to ensure quality controls met.
• Administer monitoring process to ensure Supervisors perform random live monitoring call sessions to improve quality, minimize errors and track operative performance.
• Develop and maintain professional working relationships with all client representatives.
• Partner directly with field sales and executive management to develop market strategy and operational procedures.
• Support dealer/agent/clients contract negotiations when necessary.
• Lead enhancement efforts of performance by raising efficiency through identifying potential new hardware and/or software to execute new and improved processes.

Risk Control

• Oversee the effective application of the Risk Management initiatives specific to Sonsio Vehicle Protection programs.
• Partner with the executive management and Risk Management Department to provide regular updates on the performance of Sonsio Vehicle Protection programs.
• Evaluate and propose potential changes regarding risk that could enhance the performance of the programs.
• Oversee claims personnel to ensure the claim settlement process to limit fraud and control risks.

Leadership, Mentoring and Coaching

• Oversees training and development of all contact center personnel and new programs/processes.

• Provide leadership, coaching and development opportunities and implements recognition and retention tactics
• Communicate strategic and operational priorities, objectives, and goals to ensure execution and measure effectiveness
• Facilitate problem solving and collaboration.
• Complete a performance evaluation of each team member and recommend appropriate action such as promotions, counseling, and termination.
• Determine staffing needs, interview potential candidates, and hire associates.

Administration

• Ensures ongoing, open communication with other company personnel on administrative and sales policies.
• Oversees department staffing, including shift patterns and the number of staff required to meet demand.
• Develop and manage division’s annual SG&A budget
• Reviews forecasts and analyze data done by Managers & Supervisors on a weekly or monthly basis.
• Oversee planning and schedules of meetings for call center personnel.
• Review weekly/monthly call center reports and takes necessary actions based on the reports.
• Maintain up-to-date knowledge of industry developments and involvement in networks.
• Foster a culture of personal responsibility, demonstrating company’s values and code of conduct in daily interaction

Other Duties as Assigned

Position Requirements

• Bachelor’s Degree preferred and/or equivalent work experience
• Minimum of 10 years professional work experience required; minimum 8 years contact center management experience required
• Tire industry or auto industry experience preferred
• Experience managing high performing contact center team required
• Excellent leadership skills and facilitation skills
• Excellent communication/presentation skills
• Strong analytical capabilities

Competencies Required

• Results Orientation
• Agility
• Initiative
• Influence
• Collaboration
• Business Acumen
• Decisiveness
• Executive Presence

Physical Job Requirements

• Continuous viewing and inputting data to a computer screen
• Sitting for long periods of time
• Travel as necessary (up to 15%)
• Lifting materials not to exceed 20 LBS.

This position is targeted to be closed on:

Why Sonsio: An amazing opportunity to join a growing organization, built on the efforts of hard working, innovative, and team-oriented people. The compensation offered for this position will depend on qualifications, experience, and geographic location. The total compensation package may also include commission, bonus or profit sharing. We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings, please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.

EOE Statement: Sonsio is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

• ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Sonsio’s Human Resources Department to discuss your specific needs. Please feel free to contact us at leaveofabsence@dealertire.com or via phone at 833-483-8232.