Senior Manager, Support Operations
Car shopping is complicated. At CarGurus, we use data and technology to make it simple, giving people the tools they need to confidently find, buy, finance, or sell a car. The best part? Our work makes a real impact. We’re the most-visited car-shopping site in the US and we are growing fast in our international markets. Ready to come along for the ride?
The CarGurus Sales Operations team is looking for a Senior Manager to support the growing sales and service organizations and their daily activities through high impact leadership, detail-oriented support processes, and metric driven results. You will be responsible for three key Sales Operations functional areas: Sales Support Desk, our Co-Op team, and outsourced support operations / BPO team. This leader will influence the direction of product and enterprise applications based on the insights captured through these support teams. Ideal candidates will be very organized, will have customer service/support experience, excellent communication skills, and the desire to work in a dynamic, fast-paced and lively environment!
What You'll Do:
- Lead the internal Sales Support Desk to establish processes and reporting to create frictionless business processes for the sales, service, and marketing organizations lead and refine Co-Op operations to provide our dealers with a seamless documentation process and reimbursement experience
- Develop positive relationships with our outsourcing BPO vendor to optimize manual processes, and provide a framework to modernize inefficient use of resources
- Own the allocation of outsourced resources and provide metric driven performance reporting to executive leadership
- Partner with business leaders to resolve prioritization and justification in use of support resources
- Strategically apply data and models to provide product, system and process recommendations to peers, leadership and executive teams
- Regularly provide executive summaries on ongoing projects
- Escalate and provide recommendations for project timeline & resource planning details to leadership as vital
Who You Are:
- 8+ years in a sales/revenue operations or similar role
- 5+ years’ experience supporting Sales or Service organizations through use of Salesforce Service Cloud, Zendesk, ServiceNow, or similar case management tools
- 3+ years’ experience as a people manager
- Salesforce Experience
- Proficient in Microsoft Word, Excel, PowerPoint, Atlassian (experience with Monday.com and Confluence a plus)
- Proven track record leveraging analytical and problem-solving skills in a fast paced environment
- Detail-oriented individual with the ability to quickly ramp up on new projects, the needs of the business, and technologies
- Strong presentation, communication (written and verbal) skills, and interpersonal skills
- Strong quantitative and qualitative analytical abilities
- Proven flexibility and willingness to do what it takes to get the job done
CarGurus Culture:
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
At CarGurus, we invest in our people’s professional growth with everything from learning and development programs to tuition reimbursement. Want to work on projects that expand your skill set without sacrificing your work/life balance? You got it. We also strive to provide perks and benefits that employees actually care about like free lunch, commuter subsidies, and more. That includes equity in the company—our way of showing that we want you here for the long haul.
We work hard every day to build the world’s most trusted and transparent automotive marketplace, but trust and transparency don’t just apply to our consumers. They extend to our talent, too. We aim to create a workplace where everyone feels they can bring the ultimate expression of themselves and their potential—where you don’t just fit, you thrive. We don’t discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
CarGurus employees in the US can choose to work from home / remotely for the duration of 2021, or participate in a phased return to our beautiful office spaces. We expect most roles to be in-office at least 3 days a week beginning January 2022. In addition to the US, CarGurus operates sites in Canada and the UK. We have offices in Cambridge, MA; Detroit, MI; Dublin, Ireland; San Francisco, CA and London, UK. Check out our careers page to learn more.