Senior Customer Operations Manager

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Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the team and the role:

Caramel is thrilled to be joining the eBay group of companies. We are a car checkout platform that makes private party and independent dealer sales simple and safe, now under the eBay portfolio. We hire talented, driven people and enable them to flourish. We are hiring for an exceptional Senior Manager of Customer Operations who will be responsible for managing various key components of a Caramel transaction and be a leading voice of the company to our customers. 

What you will accomplish:

• Manage various vendors and internal activities throughout sales to lead customers through the Caramel checkout process

• Be the product/technical expert for customers. This can mean liaising with the engineering team to triage product issues customers may be facing, advising customers of workarounds, and ultimately translating technical solutions to customer-friendly language

• Manage customer financing, from working with lenders to enhance and adjust customer approvals to collaborating with customers and lenders to collect and submit critical documentation

• Prepare custom sale documentation, including state, federal and dealer forms

• Serve as an escalation point for customer service when more complex solutions are required for sales

• Maintain and influence Standard Operating Procedures (SOPs) to ensure consistency and effectiveness

• Enhance our customer and operations Knowledge Base

What you will bring:

• Bachelor’s degree or equivalent required

• 3-5+ years of operations or customer support experience, ideally within the technology and automotive industries

• Proficient with or the ability to quickly learn an array of computer software and Microsoft office applications

• Effective communication skills via any means with individuals of any level internally and externally, employing a consultative approach

• Ability to help non-technical customers solve technical issues, employing sophisticated problem-solving and analytical skills 

• Automotive industries experience and basic knowledge of automobile terminology and purchase and sale documentation preferred

• Bachelor’s degree or equivalent required

Where & When You Will Work:

• Remote from the US, based in Pacific or Mountain time zones

• Schedule: Sun-Thurs 8-5 PST / 9-6 MST

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