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Company Name : Vroom
Location : Tampa, FL 33619
Position : Associate Manager, Hub Operations
Job Description : 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 satisfactionProvide ongoing training to your team on driver requirements, including DOT Road Tests and Company policies and proceduresEstablish team KPIs and measure progress through written goal plans and regular performance meetingsStandardize process and determine metrics to ensure delivery schedules are met and vehicles arrive at the destination on timeMaintain vehicle inventory at the hub location, including receiving vehicles, interfacing with logistics teams, and handling the necessary customer paperworkDevelop a network of 3rd parties to address minor repairs and perform warranty workManage the relationship with repair vendors; ensuring they meet or exceed expected service levelsInspect vehicles for product quality and cleanliness according to company standards and report any quality and transport concerns to VroomWork with drivers to verify that all vehicles are ready to deliver and have all the required items designated by VroomAccurately 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 performanceContinuously optimize processes to improve efficiencies and customer satisfactionProvide feedback to the company on process improvement opportunities, trending issues experienced by customersReport any accidents, incidents, or unusual occurrences to the dispatch office immediately; submit written reports on accidents, incidents, or unusual circumstances as requiredCollaborate with Customer Support and Delivery Support to resolve customer service issues as neededAssist in the implementation and adoption of new technology/processes and provide support during the change management processAttract, recruit and retain top talent not currently in placeDrive a culture based on transparency, collaboration, accountability and intellectual curiosityRole Requirements/Physical demands:Comfortable moving (driving) vehicles or small one-car truck haulers around the hub and to customers as neededAssist drivers in preparing cars for deliveryWash and detail vehicles as neededAbility to lift to 50 pounds as neededA qualifying candidate must:3+ years of leadership experiencePrevious experience in team building and team expansionValid driver’s license requiredClean driving record with no moving violations in the last three yearsMust pass a background check and drug testHave 3+ years of consumer-facing experience with superior customer service skillsDemonstrated use of customer insights and metrics to enhance customer experienceDemonstrated experience in implementing new approach to improve service, operations and cost performanceExcellent interpersonal skills, partner-centric and highly comfortable navigating through a wide range of situations in a fast-pace environmentAn analytical approach to your work: you enjoy thinking through problems and identifying ways to improve processesAlert, focused, and detail-orientedSelf-starter, who works well independentlyComfortable with digital tools and technology (e.g., CRM and inventory systems), Google Sheets, Google Docs, Google Slides, or similar software solutionsDisciplined, dependable, and resourcefulHigh level of composure and good stress managementAbility to work weekends as neededAssociates degree or higher preferredWork Location: One locationJob Type: Full-timePay: $70,000.00 – $95,000.00 per yearBenefits:401(k)Dental insuranceEmployee discountFlexible scheduleHealth insuranceLife insurancePaid time offRetirement planVision insuranceSchedule:Monday to FridayWeekend availabilitySupplemental Pay:Bonus payEducation:High school or equivalent (Preferred)License/Certification:Driver’s License and a clean driving record? (Preferred)Work Location: One location
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