Reporting into the Head of Dealer Implementations, the Manager, Dealer Implementations is integral to our ability to serve our Dealer Partners to best effect.  This role will have oversight over a team of Dealer Onboarding, Configuration and/or Implementation QA Specialists, and partners closely with our Sales, Account Management, Support and Training teams.  You will be responsible for supporting your team by removing impediments to their success, working through escalations, providing guidance, instruction, training, coaching and leadership to inspire them to perform at their optimum.

Dealer Implementations is devoted to receiving and caring for net-new Dealer Partners as well as product upsells to existing Dealer Partners that originate through the Sales organization.  They work with Dealers and their representatives to ensure that all aspects of their Program with AutoFi are appropriately configured for a successful launch, from basic configurations/feature enablement all the way through to complex integrations and related testing.  They are subject matter experts with a deep understanding of how to use, speak to and configure AutoFi’s product suite to best meet our Dealer Partner’s requirements.

An ideal candidate will possess strong leadership, people management, relationship building and organizational skills, and be comfortable leading discussions across multiple levels of management and varying degrees of technical proficiency.  Each member of our team is challenged to contribute in a variety of capacities across the entire organization and show their individual strengths, from product to customer experience.

Responsibilities

• Create a transparent, cohesive and collaborative team environment with a culture of honest, open communication and feedback.
• Assist the Operations Leadership team in analyzing, planning, organizing and coordinating functions related to supporting the business, and in identifying areas of weakness and risk.
• Coordinate with different departments including Sales, Account Management, Support, and Training to achieve optimal workflows and resolve problems.
• Work with the team to define goals, metrics, and effective mitigation strategies for challenges experienced, processes that improve effectiveness/efficiency and drive improvement initiatives forward.
• Monitor team performance, track and report on progress towards goals and metrics.
• Manage the day-to-day activities of your team, providing coaching, guidance and motivation.
• Mentor and coach members of the Dealer Implementations team to provide a framework for enhancing job performance, setting the stage for career development and growth.
• Actively listen to the team’s feedback and resolve any issues or conflicts, while also recognizing achievements.
• Provide ongoing support within the Dealer Implementations team, ensuring team members are empowered with the information, tools and understanding required to perform their roles optimally.
• Serve as a point of escalation, stepping in as needed to assist in resolving challenging situations and helping to remove roadblocks to your team’s success.
• Partner with other members Dealer Implementations to design and implement holistic support processes that enhance efficiency and efficacy within the team.
• Ensure reference and process documentation in relation to how to successfully engage in Dealer Implementation activities is developed and maintained, inclusive of communication practices, configuration and integration requirements.
• Partner with the Head of Dealer Implementations to plan, coordinate and execute new member onboarding and training, ensuring incoming team members are set up for success within their new roles.
• Manage to staffing requirements and expectations inclusive of performance evaluations, maintaining job descriptions, surfacing hiring needs and salary adjustments where necessary.
• Work cross-departmentally to develop and enhance best practices and processes towards effectively supporting Dealer Partners in a consistent, efficient fashion.

Qualifications

• Post secondary education in Business Administration or other industry-related field or equivalent work experience; Bachelor’s degree preferred, but not required
• Automotive industry and/or in-Dealership experience strongly preferred, but not required
• 3-5 years proven work experience in a leadership or supervisory role managing 3+ people
• 5+ years experience working in Implementations, Operational Services, Support, and/or Client account management
• Excellent written/verbal communication and presentation skills, and ability to navigate challenging internal/external situations
• Excellent attention to detail, organization, time management, problem solving and critical thinking skills
• Strong analytical and problem solving skills
• Experience in visual modeling, including business and software flows considered an asset
• Prior experience in Account Management, Implementations and/or Program Management considered an asset
• Ability to work well with technical and non-technical team members at various levels, ranging from support to development
• Familiarity with Jira, Salesforce and Postman considered an asset
• Willingness to travel up to 10% considered an asset