Director of Operations / CX in the Automotive Industry

Director of Operations / CX in the Automotive Industry 

Job Type: Full-Time, In-Person/Hybrid

Location: Salt Lake City, UT

Industry: Automotive B2B SaaS

PURPOSE OF POSITION 

This position is responsible for managing the company’s productivity and performance for all customer support-related areas and must develop long-term strategies to meet our company objectives.   

ABOUT US

Autto is a high growth SaaS-based tech startup in the automotive space. We have developed a very sticky product with a unique opportunity to disrupt a highly antiquated segment of the automotive industry that has never been touched by software technology. Autto is still an early-stage startup, and the company needs talented individuals who are up to the challenge of helping scale a business with tremendous career upside.

Our customer service representatives are tasked with providing first-class customer service that is unprecedented in our industry. We seek to go beyond the bare minimum requirements needed to accomplish tasks and to exceed any expectations our customers have of us. This philosophy has given us extensive recognition from customers and service providers alike.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS 

• Develop and deliver an outstanding contact center experience.
• Recruit, train, and mentor a team of call center/support agents, fostering a positive and productive work environment.
• Oversee high-level and daily call center operations, ensuring all procedures are followed and targets are met.
• Identify poor processes and rebuild as needed.
• Ensure all processes are pressure-tested and capable of scaling.
• Develop and implement new internal operational processes as needed.
• Track KPI’s that impact performance and quality of experience, and report findings and analysis regularly to senior management. 
• Identify customer service trends and implement corrective actions.   
• Partner with all departments to build a unified and seamless environment.  
• Foster alignment between all support functions.
• Bought into the company’s core vision and core values and personify them in everything they do. 
• Manage multiple tasks and priorities at a given time. 
• Manage our contact center platform
• Manage the cost and budget of the call center and customer support teams
• Mentoring, training and development of our management team 
• Forward and outside-of-the-box thinking; must be able to identify areas where we can streamline processes, create efficiencies, and innovate to keep us ahead of the competitors.   
• Long-term planning and ability to implement initiatives. 
• Must have great management skills. 
• Directs the work of customer support managers. 
• Responsible for the training of call center agents and other customer support employees.  
• Help support employees to successfully complete their duties.  
• Responsible for staffing in all customer support areas. .  

QUALIFICATIONS 

• More than 3 years experience in high-level management  
• High level of expertise in call center operations and customer service
• Positive attitude, passionate, professional, friendly, and a team-player
• Strong written and verbal communication skills  
• Strong leadership skills 
• Highly productive 
• Excellent attendance habits 
• Excellent organizational and time management skills 
• Ability to communicate with all levels of management. 
• Ability to work independently and multi-task. 
• Ability to work in a changing environment. 
• Working experience with creating or compiling reports using various sources of data 
• Experienced with Google suite products (eg Gmail, Drive, Google Sheets, etc)  

How to Apply

If you like challenges within a fast-paced and exciting environment with awesome people, and are eager to help us make Autto the best that we can be, we want to hear from you! Please submit your resume to sales@autto.com; and bcc Jordan.jacoby@autto.com. 

Put “Director of Operations for Autto” in the subject line of the message. 

Be ready/willing to submit references if requested. 

Please be ready/willing to submit to a background check if needed.