Sr. Manager, Operations & Customer Care

Living Our Values
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Why Join Us

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.

Total Rewards
Our Total Rewards package underscores our commitment to recognizing your contributions. We offer a competitive and fair compensation structure that includes base pay and performance-based rewards. Compensation is based on skill set, experience, qualifications, and job-related requirements. Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave. Discover more about what we offer by visiting our Benefits page.

A Day In The Life
The Senior Manager, Business Operations and Customer Care is responsible for driving operational excellence, improving team performance, and ensuring superior service delivery. This role focuses on managing three key teams-Sales Services, Customer Care, and Business Processing-to support GSFS finance and insurance (F&I) products. The role involves overseeing customer contracts, vendor relationships, and operational processes while ensuring high-quality service standards and fostering cross-functional coordination to meet organizational objectives.

As a Sr Mgr,Bus Ops&Cust Care you will:

• Lead, inspire, and support the Sales Services, Customer Care, and Business Processing teams to achieve their goals.
• Develop and implement training programs to enhance skills across account servicing, business processing, and customer care functions.
• Oversee updates to customer contracts, ensuring compliance with company and regulatory standards.
• Manage workflows for dealer account setups, agreements, and legal documents, ensuring efficient collaboration across departments.
• Maintain accurate and consistent operational processes, supported by clear and effective standard operating procedures (SOPs).
• Monitor and analyze key performance indicators (KPIs) to address performance gaps and achieve operational targets.
• Manage vendor relationships for product materials, such as document imaging, roadside assistance, and printing services.
• Oversee inventory and distribution of product supplies to ensure timely fulfillment of dealer needs.
• Coordinate the preparation and distribution of annual privacy notifications.
• Identify opportunities for improvement and implement actionable, data-driven solutions in collaboration with leadership.
• Work with cross-functional teams to streamline workflows and enhance efficiency.
• Leverage advanced tools like Excel, Tableau, SmartSheet, and Power BI to analyze data and uncover operational inefficiencies.
• Stay current on industry trends and integrate best practices into company operations.
• Act as a point of escalation for dealer and customer inquiries, ensuring high-quality and timely resolution of issues.
• Facilitate effective communication and coordination with field teams, dealers, and other internal stakeholders to enhance service delivery.
• Ensure team proficiency in industry-specific platforms.
• Utilize tools like Microsoft Office, Smartsheet, and Tableau to improve operational reporting and decision-making.

What We Need From You

• Bachelor's Degree 8 - 10 years of business operations and call center experience, plus people management
• Ability to apply common sense.
• DL NUMBER - Driver License, Valid and in State Is legally able to work in the United States. Required

Physical and Environmental RequirementsThe physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Travel Requirements
20% May be required to travel to client locations

Join Us
The Friedkin Group and its affiliates are committed to ensuring equal employment opportunities, including providing reasonable accommodations to individuals with disabilities. If you have a disability and would like to request an accommodation, please contact us at TalentAcquisition@friedkin.com. We celebrate diversity and are committed to creating an inclusive environment for all associates.

We are seeking candidates legally authorized to work in the United States, without Sponsorship.