Vroom Hiring for Associate Manager, Hub Operations Job at Mount Juliet, TN Full Time

Vroom is an innovative end-to-end eCommerce company that is revolutionizing the car buying experience. Our scalable, data-driven technology brings all phases of the vehicle buying and selling process to consumers wherever they are and offers an extensive selection of vehicles, transparent pricing, competitive financing, and contact-free, at-home pick-up and delivery. We have experienced tremendous growth and have become a disruptive force in the automotive industry. Vroom is an exciting, dynamic workplace, and there’s no better time to join the team than right now.

We are looking for an Associate Manager who will operate a “last mile” logistics hub overseeing the customer’s vehicle delivery. The ideal candidate is a strong leader with a can-do attitude who prioritizes customer satisfaction at every part of the process. This is a multifaceted role that will oversee and manage our drivers, customer communications, reporting and audits, and inventory planning.

Responsibilities:

• Oversee, mentor, and develop a team of delivery drivers to meet Vroom’s standard of operational excellence to maintain customer satisfaction

• Provide ongoing training to your team on driver requirements, including DOT Road Tests and Company policies and procedures

• Establish team KPIs and measure progress through written goal plans and regular performance meetings

• Standardize process and determine metrics to ensure delivery schedules are met and vehicles arrive at the destination on time

• Maintain vehicle inventory at the hub location, including receiving vehicles, interfacing with logistics teams, and handling the necessary customer paperwork

• Develop a network of 3rd parties to address minor repairs and perform warranty work

• Manage the relationship with repair vendors; ensuring they meet or exceed expected service levels

• Inspect vehicles for product quality and cleanliness according to company standards and report any quality and transport concerns to Vroom

• Work with drivers to verify that all vehicles are ready to deliver and have all the required items designated by Vroom

• Accurately prepare, analyze, and present key hub metrics such as estimated vs. actual delivery times to leadership sharing your strategy, recommended course of action and team performance

• Continuously optimize processes to improve efficiencies and customer satisfaction

• Provide feedback to the company on process improvement opportunities, trending issues experienced by customers

• Report any accidents, incidents, or unusual occurrences to the dispatch office immediately; submit written reports on accidents, incidents, or unusual circumstances as required

• Collaborate with Customer Support and Delivery Support to resolve customer service issues as needed

• Assist in the implementation and adoption of new technology/processes and provide support during the change management process

• Attract, recruit and retain top talent not currently in place

• Drive a culture based on transparency, collaboration, accountability and intellectual curiosity

Role Requirements/Physical demands:

• Comfortable moving (driving) vehicles or small one-car truck haulers around the hub and to customers as needed

• Assist drivers in preparing cars for delivery

• Wash and detail vehicles as needed

• Ability to lift to 50 pounds as needed

A qualifying candidate must:

• 2-3 years supervisory experience

• Previous experience in team building and team expansion

• Valid driver’s license required

• Clean driving record with no moving violations in the last three years

• Must pass a background check and drug test

• Have 3+ years of consumer-facing experience with superior customer service skills

• Demonstrated use of customer insights and metrics to enhance customer experience

• Demonstrated experience in implementing new approach to improve service, operations and cost performance

• Excellent interpersonal skills, partner-centric and highly comfortable navigating through a wide range of situations in a fast-pace environment

• An analytical approach to your work: you enjoy thinking through problems and identifying ways to improve processes

• Alert, focused, and detail-oriented

• Self-starter, who works well independently

• Comfortable with digital tools and technology (e.g., CRM and inventory systems), Google Sheets, Google Docs, Google Slides, or similar software solutions

• Disciplined, dependable, and resourceful

• High level of composure and good stress management

• Ability to work weekends as needed

• Associates degree or higher preferred

Work Location: One location

Job Type: Full-time

Pay: $70,000.00 – $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Education:

• High school or equivalent (Preferred)

License/Certification:

• Driver’s License (Preferred)

Work Location: One location

Application Deadline: 12/04/2021