Manager, Partner Support Services

About AutoFi

AutoFi is the leading provider of digital commerce technology that powers the sales and finance experiences for the most innovative brands and dealers in automotive. The AutoFi platform enables a more transactional buying experience with $4B in funded loans processed through AutoFi annually. AutoFi’s dynamic selling platform empowers dealers to sell vehicles more efficiently and profitably, both online and in the showroom. We are funded for years of future growth and backed by investors including Crosslink Capital, Santander Holdings USA, SVB Financial Group, Ford, BMW iVentures and JP Morgan Chase.

Our team is diverse - spread out across the U.S. and Canada, we have backgrounds from finance and technology as well as deep experience in all areas of the auto space. We’re empathetic, gritty, curious, and humble owners of this business and are supported by some of the biggest names in the auto and financial industries as commercial partners. We’ve never been more excited about the opportunity in front of us to help transition the auto industry from offline to online. If changing a trillion-dollar industry sounds exciting, we’d love to hear from you.

For more information, visit www.autofi.com.

About the Role

Reporting to the Head of Operational Services, the Manager, Partner Support Services will oversee a team of Support Specialists and partner closely with Technical Operations, Implementations, Account Management, and Product Management. You will be responsible for supporting your team by overseeing scheduling, removing impediments to their success, working through escalations, and providing guidance, instruction, training, and leadership to inspire them to perform at their optimum.

Support Specialists work directly with our Dealer Partners and their Vendors as subject matter experts on AutoFi’s product and service offerings. They provide steady-state support, including understanding their evolving business landscape, maintaining program settings and configurations, proactively identifying areas of friction, and employing continuous improvement efforts to optimize where appropriate. Highly skilled specialists are allocated to deep-dive problem solving and root cause identification, leveraging a balance of functional knowledge and business context to ensure that challenges are investigated and concluded appropriately in partnership with other areas of the business.

An ideal candidate will understand the Automotive industry and Client Care environments, possess strong leadership, relationship-building, organizational, and problem-solving skills, and be comfortable leading discussions across multiple levels of management and varying degrees of technical proficiency. Each team member is challenged to contribute in various capacities across the entire organization and show their individual strengths, from product to customer experience.

What you'll do:

• Create a transparent, cohesive and collaborative team environment with a culture of open communication and feedback.
• Work with the Operations Leadership team in analyzing, planning, organizing and coordinating data and functions related to supporting the business, identifying and taking action to mitigate areas of weakness and risk.
• Maintain an understanding of the business’ overall Operational workflows and general procedures in order to support discussion, roadblock mitigation and improvement strategies.
• Manage the day-to-day activities of the Support team, including availability & scheduling across various timezones & communication mediums, maintaining inbound calling queues & routing, monitoring Case quality, and adherence to established processes/practices and SLAs.
• Work with the Support team as a whole and each individual to clearly define goals, metrics, and effective mitigation strategies for challenges experienced, providing coaching, guidance and motivation to achieve effective outcomes.
• Monitor team performance, track and report on progress related to metrics and goals, using data-driven decisions to devise and implement solutions that achieve high-quality, timely and quantifiable results.
• Organize and measure data relevant to Support case flow and SLAs for the purpose of executive reporting, identifying both notable and situational trends, as well as areas that warrant business decisions and potential change.
• Design and implement support processes that enhance efficiency and efficacy within the team; coordinate cross-departmentally to achieve optimal workflows and resolve problems, developing and evolving processes that improve effectiveness/efficiency as well as drive improvement initiatives forward.
• Serve as a point of escalation to the Support Specialist team, stepping in as needed to assist in resolving challenging situations and helping to remove roadblocks to success. Support the team in identifying, troubleshooting and escalating technical issues affecting Client program health to the appropriate owners for follow-through/resolution.
• Maintain lines of communication with both internal and external Partners to ensure adherence to protocols and a satisfactory support experience.
• Evaluate members of the Support team on an ongoing basis to provide coaching and direction as necessary to meet job requirements and expectations, actively listen to feedback, and resolve any issues or conflicts while also recognizing achievements.
• Manage staffing requirements inclusive of maintaining job descriptions, hiring needs, and promotions against budget expectations.

Qualifications we're looking for:

• Automotive industry and/or in-Dealership experience required
• 5+ years experience working in Client Services/Support
• 5+ years of proven work experience in a leadership or supervisory role managing 8+ people
• Post-secondary education or equivalent work experience in Business Administration, Information technology, or computer science is preferred, but not required
• Ability to manage interdepartmental dependencies with shared resources and competing pressures on time and priority
• Ability to work well with technical and non-technical team members at various levels, ranging from support to development
• Excellent attention to detail, organization, time management, problem-solving, and critical thinking skills
• Excellent verbal and written communication skills
• Self-starter who takes initiative and works well both independently and as part of a team, strong leadership and decision-making skills
• Prior experience in Account Management, Implementations, and/or Program Management is considered an asset
• Familiarity with Jira, Salesforce, RingCentral, and Postmanis considered an asset
• Willingness to travel up to 10% is considered an asset but not required

What's in it for you:

- We offer full training and a competitive total rewards package along with great benefits

- Medical, Dental & Vision coverage - 100% premium coverage for employee / 50+% for dependents

- Flexible work hours

- Remote environment

- Competitive pay

- Visionary leadership team

- Growth opportunities within a dynamic culture

- Wellness & cultural initiatives (fitness challenges, wellness webinars, virtual games, regional activities, etc.)

- Up to $1K per year for employee professional development

- Stock options - we are all owners!

Individual compensation decisions are based on a number of factors, including the candidate’s experience and qualifications and local market conditions. Please note, the foregoing salary range does not reflect an employee’s total compensation package, which may include bonus, company equity, and health benefits.

AutoFi is an equal opportunity employer. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.

Personal Information submitted as part of your application is subject to our website privacy policy, located at https://www.autofi.com/privacy-policy/