Manager, Order Management Operations - Remote

The Opportunity :

TrueCar seeks a relentless, detail-oriented, organized Manager, Order Management Operations to join our Consumer & Dealer Experience team.

The Manager, Order Management Operations will be responsible for matrixed leadership of the Order Management Specialists (OMS) for TrueCar+.

As the Manager, Order Management Operations, you will help guide and monitor the OMS team while assisting with recording and reporting key metrics, delivering solutions to satisfy the ever-changing needs of the customer base, managing overall order flow and enhancing the TrueCar+ user experience.

The Manager, Order Management Operations will need to efficiently manage order (transaction) end-to-end consumer and dealer experiences, ensuring accuracy, and providing best-in-class customer service.

In this role, you will collaborate with various departments to streamline operations and enhance the customer experience.

How you will contribute to TrueCar’s success :

• Lead, develop, and train a team of Order Management Specialists.
• Drive the team that is directly responsible for managing the end-to-end process of all TC+ transactions while providing world-class customer support.
• Contribute to the team effort by accomplishing assigned goals meetings and one on one’s, as well as monitoring phone calls for quality, and taking escalations as needed.
• Manage the OMS Dashboards and help with all reporting to our Partners.
• Review and off-ramp unfulfilled orders to ensure only true orders move through the process.
• Design / development of internal team processes including fraud review.
• Lead FS&S for team (forecasting, staffing and scheduling).
• Leverage fulfillment experience to oversee order flow, ensuring appropriate movement of orders from start to finish.
• Review / assess order stages and statuses, and make recommendations for additional detail to enhance reporting and provide direction for agent work efforts.
• Identify opportunities for continuous improvement.
• Take lead on call metrics review with the team.
• Deliver training and learning as needed and assist in development and updating of all call center scripts and trainings.

In addition, take calls as queue demands so not to keep our consumers on a long wait time.

• Act as a primary point of escalation for consumers and dealers related to TrueCar+ program.
• Resolve user challenges by identifying the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, conducting follow-up to ensure resolution.
• Document consumers’ information and recurring technical issues to ensure product quality and development.
• Partner with internal and external stakeholders to drive continuous improvement of the program..

Your Expertise :

• Proven success in customer service including handling of client requests and conflict resolution in a Call Center environment
• Extensive experience as an Order Management Specialist or similar role
• Demonstrated people management experience
• Prior experience using the computer and phone simultaneously
• Aptitude for quick retrieval and communication of web-based information
• Ability to work in a highly dynamic environment, with multiple priorities and competing demands.
• Experience with current technical tools, such as, LiveChat and co-browsing
• Fluency in Spanish is a plus
• Ability to work extended hours and weekends as needed.

Base salary range : $75,000 - $90,000

Your TrueCar Experience

As a crew member, you’ll be primarily based out of your home as a part of our Dynamic Workplace strategy. We provide additional benefits & perks to assist our crew members in having a sustainable home workstation including monthly internet / mobile phone service reimbursement and furniture & equipment for your space.

You will receive excellent benefits that include but aren’t limited to 100% employer-paid health / vision / dental premium, 401k with company contribution, equity, a wellness stipend program, and a learning & development reimbursement program.

We recognize that everyone needs an occasional recharge, so we offer a flexible PTO policy for exempt TrueCar Crew along with a generous PTO accrual policy for non-exempt TrueCar Crew, in addition to 14 company-paid holidays and 2 floating holidays.

In short, we care deeply about our crew members and build employee-centric programs that prove it.

At TrueCar, we believe in the power of diversity to build a deeper understanding of our consumers and partners and drive innovation in our products.

We welcome a workforce that reflects all the diversity of car-buying consumers. We encourage everyone interested in our company mission to apply.

We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that is protected by applicable law.

We will consider qualified applicants with arrest and conviction records in accordance with applicable law. In addition, TrueCar will provide reasonable accommodations for qualified individuals with disabilities.

TrueCar does not accept unsolicited agency submissions.

If you are based in California, we encourage you to read this important information for California residents linked .

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