Team Lead, Business Operations - Digital Retail

This position will support RouteOne's Business Operations responsibilities for our Digital Retail business. Digital Retail at RouteOne consists of various products and services that expand our suite of solutions to online customers. These offerings therefore require creative and robust operational solutions that span customer enrollment, training, and ongoing support. The Team Lead, Business Operations - Digital Retail will be responsible for working across our teams to oversee and support solutions for RouteOne's customers and internal team. As the Team Lead, assist teammates in identification and implementation of continuous improvement needs for Digital Retail when applicable, and advocate for constant innovation and improvements to improve RouteOne customer service.

Job Requirements

• Support RouteOne's Digital Retail solutions related to call center (service desk), customer enrollment and general customer support needs working in coordination with multiple teams inside and outside, Business Operations.
• Facilitate coordination amongst RouteOne's operational teams as new Digital Retail products are developed and deployed.
• Support new customer implementations of Digital Retail solutions, executing the tasks needed to ensure their successful launch and ongoing functions.
• Act as point of central contact for RouteOne stakeholder groups, and customers, related to operational needs for Digital Retail solutions.
• Lead completion of customer enrollment and launch activities, coordinating across various operations teams and managing both RouteOne and 3^rd party staff when necessary.
• Perform hands on support for RouteOne customers and stakeholders when needed serving as Operational SME on the products, services and their implementations.
• Oversee staff that are assigned to focus on Digital Retail Operations. Develop and leverage robust OKRs and KPIs on Digital Retail Operations, using data and insights to manage our operations and make them better.
• Work closely with Leadership peers on Business Operations team to provide leadership and direction to the overall department, including continually identifying mechanisms to improve performance and advance employee well-being.
• Manage direct staff members, as applicable, including but not limited to:
  1. Ensure staff members have the tools, training and support they need to be successful in their assigned responsibilities at RouteOne.
  2. Ensure staff members are performing assigned duties at expected level of performance and quality, while demonstrating the expected behaviors (respect, transparency, collaboration, etc.) towards their customers and peer groups.
• Setting annual and ongoing performance objectives for their team, consistent with broader Business Operation objectives and those of broader department and RouteOne as a whole.
• Working with individual staff members to set their individual performance and personal objectives.
• Conduct ongoing (and structured scheduled) performance assessments of staff members.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Proven experience in identifying and clarifying business needs and leading efforts to deliver solutions to meet those needs.
• Proven experience in overseeing operational activities at a high performing technology company.
• Proven experience in leading and aligning various teams in support of business objectives.
• Subject Matter Expertise on RouteOne's Digital Retail products and services and how they function to deliver great experiences for our customers (this knowledge will be gained on the job through training, etc.)
• Experience in automotive finance and automotive dealership technology is beneficial but not required.

Skills

• Strong analytical skills and familiarity with various data and reporting suites (e.g., Excel, Tableau, Salesforce, internal system reporting resources).
• Experience with ITSM and Call Center technology.
• Experience with Salesforce a plus.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, etc.) and Microsoft Visio.

Abilities

• Excellent interpersonal, written, and oral communications skills.
• Strong organizational and analytical skills.
• Ability to manage time and multiple priorities.
• Strong relationship builder both within and across organizations.

Other Essential Requirements

• 5+ years' experience in customer service functions and/or related automotive industry experience.
• Bachelor's degree from an accredited university is preferred.