Manager Dealer Performance Partner

Role overview

Were looking for an accomplished manager to scale out our newly developed postsale support team Propel. Propel is a team of automotive experts partnering with dealers to help them realize their full performance potential on the CarGurus platform. In this role the Manager Dealer Performance Partner will scale out dealer training insights & learnings and drive new dealer support initiatives to the market.

In this role knowledge of the automotive industry is helpful but not required. This manager should be adept at collecting and analyzing data as well as have the ability to create new reporting to measure the success of the team. The right candidate will drive forward new initiatives with our crossfunctional partners amplify current strategies and drive the Propel program as a whole.

What youll do

• Team Leadership and Development: Guide and mentor a team (inperson and/or remote) fostering a collaborative and inclusive environment. Provide training coaching and regular feedback to enhance team performance and professional growth.
• Strategic Product Support: Develop and execute strategies for managing key client accounts ensuring alignment with organizational goals client needs and key crossfunctional stakeholders. Act as a subject matter expert on key products and clients particularly those requiring specialized knowledge.
• Customer Success Management: Build and maintain strong relationships with key clients. Proactively address client concerns and work to improve satisfaction retention performance and product adoption.
• Performance Monitoring and Optimization: Define and implement KPIs to assess and optimize the effectiveness of the team not only as a contained unit but against broader business operations. Gather analyze and summarize dealer feedback postengagement performance metrics team insights and overall program KPIs to communicate to CarGurus leadership and stakeholder groups via MBRs memos presentations and other methods as needed. Leverage this information to identify opportunities for improvement and adjust strategies in a timely manner.
• CrossFunctional Collaboration: Collaborate with internal stakeholders (sales product marketing) and external vendors and contractors to ensure seamless communication and delivery of services; Plan develop and implement new efforts that scale and productize the teams impact across dealer customers and internal teams. Actively contribute to product and process improvements based on client feedback.
• Onboarding and Product Knowledge: Evaluate and analyze onboarding needs for complex products. Ensure smooth onboarding of key products and drive training initiatives to ensure the team is equipped to handle product complexities. Prepare for and implement processes related to new products or services as they are developed.
• Escalation Management: Serve as the escalation point for product feature activation issues and vendorrelated escalations. Troubleshoot and resolve client issues with both internal and external parties.
• Continuous Process Improvement: Create iterate and improve SOPs based on team feedback and process changes identifying areas for improvement and establishing new procedures when necessary. Do this for all new products under the teams purview.
• Business Review and Reporting: Execute regular business review presentations for product 360 tracking progress and presenting updates on key metrics such as retention onboarding and product adoption.

What youll bring

• Bachelors degree or 5 years of equivalent professional experience
• 3 years of product or account management experience or similar field
• 2 years of leadership experience managing teams or vendor/client relationships
• Working knowledge of the automotive industry is a plus specifically dealership sales operations.
• Excellent verbal written and interpersonal communication skills with the ability to convey complex ideas clearly and effectively. Ability to build positive relationships internally and externally.
• Confidence in delivering information publicly and leading meetings through inperson and virtual channels to audiences small and large.
• Desire and ability to work with multiple types of data including understanding raw data cleaning data and deriving actionable insights
• Strong organizational skills and high attention to detail.
• Proven time management skills with the ability to manage multiple tasks and meet deadlines.
• Capable of effectively tracking and reporting on project goals progress and results. Ability to prioritize tasks and manage competing priorities in a highpressure fastpaced environment.
• Excellent analytical and problemsolving capabilities to conduct regular analyses identify trends and address challenges effectively.
• Ability to operate with a high level of autonomy and thrive in ambiguity and change while maintaining an ownership mentality
• Proficiency in Google Suite or similar software tools.