Driveway

Sr Manager of Driveway Operations Strategy

The Sr Manager of Driveway Operations Strategy is responsible for the strategic planning and execution of all Driveway processes in the Driveway Care Centers and in the field. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, training, and project management. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The analysis and direction this individual will be responsible for will have a major impact on process improvement strategies as they contribute to gaining maximum efficiency throughout the organization.

The Sr Manager of Driveway Operations Strategy reports to the Sr Director of Driveway Sales Operations.

Responsibilities

• Gain a detailed understanding of the process flow around Driveway Care Center activities and Field Operations

• Maximize employee satisfaction, development, and performance through goal setting and performance management practices

• Develop processes, tools, systems, and behaviors in a comprehensive system for performance management based on lean concepts and methodologies to ensure organizational objectives are consistently achieved

• Refine and develop operational performance metrics and management processes to consistently meet or outperform customer service and growth goals

• Drive continuous operating improvements and quality performance of operating metrics such as quality, productivity, staffing, training, attrition, and costs

• Act as a key stakeholder and leader within the operations around Driveway Care Center activities and Field Operations

• Facilitate the development of a culture of continuous improvement through the effective engagement of staff and collaboration with colleagues, clients, and business partners

• Utilizes project management and change management methodologies to perform related tasks, including but not limited to the development and utilization of: Data Analysis, Business Cases / Return on Investment Analysis, Charters, Project Work Plans, Status Updates, Communications & Change Management Strategy, Process Mapping, Operating Models, Policies / Procedures, Performance Metrics / Monitors, Training & Quality Assurance Strategy, etc.

• Develop training materials to successfully communicate the components of TOPS and their effective utilization

• Facilitate rapid performance improvement events utilizing lean methodologies to evaluate the current state, develop the future state and in identifying & building consensus for facilitation of system and process standardization, utilization of best practices, work integration, change management, issue resolution, metric development, and performance measurement

• Identifies opportunities to standardize people / processes and technologies, as well as leverage systems, processes, or other vehicles to lower cost while maintain or improving customer service

• Assume oversight, build, and scale a rapidly evolving line of business and team

• Monitor our external environment (e.g., market conditions, competitive pressures, regulatory landscape) and derive implications for the business

• Drive alignment on priorities across all Driveway processes

• Engage with internal business partners to align priorities and develop strategic plans

• Build metrics and measurements to analyze and test process improvements

• Work with other Lithia departments as needed (Human Resources, Concern Resolution, IRC, etc.)

• Other duties as assigned

Skills and Qualifications

• Strong attention to detail

• Sense of urgency

• Excellent communication

• Willingness to travel 50% of the time

• A degree from an accredited college in business or public administration, management science, operations research or organizational behavior

• Minimum of 5 years experience with high volume call center operations

• Experience in the retail automotive / transportation industry

Competencies

• Does the right thing, takes action and adapts to change

• Self-motivates, believes in accountability, focuses on results, makes plans and follows through

• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results

• Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds

• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

*Reasonable accommodations may be made to enable individuals to perform the essential functions.

NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.