Manager, Customer Care Operations (Remote)

About SimpleTire

SimpleTire is a B2B technology enabled platform that connects all the participants in the tire industry to drive better consumer experience and improve efficiencies. Manufacturers, distributors, tire installers, national retailers, clubs and fleets all engage on the Simple Tire platform to help deliver an improved experience to the online consumer - all the way from researching to buying to installing tires.

Proprietary technology, actionable data insights and unique talent all relentlessly focus on reinventing tire replacement to make it "way simple, way better." The company's business model links tire manufacturers, tire distributors, national retailers, and 20,000+ installation partners across the country into one seamless e-commerce network, providing consumers access to an unparalleled inventory of tires from hundreds of brands and an all-in-one tire replacement experience. SimpleTire sells tires in all categories, including Passenger, Light truck, Commercial, Agriculture, OTR, Industrial, ATV, Antique, and various specialties. Three primary sales channels include: 1. Direct to Consumer business led by our flagship site (simpletire.com), 2.B2B channel servicing national retailers and clubs 3. Fleets and special programs with installers and distributors

One of the fastest growing companies in the tire industry, Simple Tire has been recognized as the best place to work for two years in a row. It is our commitment to creating an inclusive and highly collaborative work environment that facilitates the sharing of new ideas. A special family-like culture that celebrates diversity and brings together experts in technology and the tire industry in an agile, fast-paced environment filled with innovation.

Simple Tire partnered with Dealer Tire in 2018 and has grown more than 3x since then. SimpleTire currently operates as part of the Dealer Tire Family of Companies.

For more information, please visit: www.simpletire.com.

About Dealer Tire

Dealer Tire was formed out of a family business that was founded in 1999 by the then owners of the former Mueller Tire & Brake, a Cleveland-based retail chain founded in 1918. Today, Dealer Tire’s core business manages replacement tire and parts programs for more than 20 automotive OEMs in the U.S. and China. It serves more than 8,000 automotive dealerships from nearly 40 distribution centers across the U.S. Dealer Tire’s enterprise also includes leaders across the automotive reconditioning, ecommerce and vehicle protection & warranty industry segments through its family of companies. In October 2018, Dealer Tire announced a significant investment in the Company by Bain Capital Private Equity.

For more information about Dealer Tire, visit www.dealertire.com

About Bain Capital Private Equity

Bain Capital Private Equity pioneered the value-added investment approach. We partner with management teams to help build and grow great companies. Our success is built on a highly rigorous approach utilizing deep industry/company insights and a significant investment in the resources and expertise to drive strategic and operational transformation at our companies.

Our global team, which now operates in eleven offices on four continents, has made more than 1,100 primary and add-on investments that have generated consistently strong returns. Collectively, more than 10 percent of our private equity funds’ commitments come from our professionals, far in excess of industry convention and reflective of both our strong principal investor mentality and confidence in our ability to generate industry-leading returns.

For more information, please visit https://www.baincapitalprivateequity.com.

Position Overview

The Manager of Operations, Customer Care, a fully remote position, will report directly to the Vice President, Customer Care and plays a critical role in overseeing internal customer care operations of a remote contact center while fostering an environment of service excellence across all channels. He/she/they will have experience driving performance and managing our customer communication channels while managing the primary operations of the customer care teams.

This role will be responsible for operations, communication, and tactical execution, as well as thought leadership in contact center operations, making recommendations to the senior leadership team, and influencing the progression and evolution of ongoing capabilities and service delivery across the United States.

Essential job functions:

Lead and deliver sales and service excellence

• Make sure that escalations are resolved in a way that ensure or restores customer faith and satisfaction without causing business burden
• Make sure the customer care teams are supported and informed of necessary information in order conduct successful day to day functions and special projects
• Make sure the customer care team is utilized to its best extent across each group to support business objectives
• Uncover important satisfaction drivers in order to create strategic action plans to address any gaps that may exist
• Convert customer service plans into specific, attainable success metrics

Lead remote and third party customer care teams

• Perform regular and consistent one on one conversations with internal customer care team and direct reports to review areas of improvement and successes in order to uncover solutions and to coach and mentor as appropriate
• Make sure the customer care team is responding to customer and team member questions and concerns in a timely manner
• Lead relationships with our third party partners, ensuring they are properly integrated in day to day operations and change initiatives, and achieve all key performance metrics.
• Work with supervisors and teams to identify areas of development and ensure that meaningful individual development plans are in place
• Make sure that procedures, practices, and policies are conveyed, monitored, and led across the customer care team including supervisors and their teams
• Help lead appropriate hiring activities to ensure that SimpleTire is able to pull in stellar talent that will contribute to direct and meaningful business impact

Lead strategic and operational activities to support the growth of our D2C pipeline

• Present weekly performance metrics analysis versus target objectives to D2C leadership with key actions to drive optimization
• Make sure that short term and long term resource requirements are met, creating plans and contingency to minimize impact to regular productivity and effectiveness of the customer care function
• Oversee design and delivery of effective training policies, procedures, and materials to support customer care performance metrics
• Work closely with the VP of Customer Care and Senior Director of DTC for the alignment of sales objectives and work on plans that produce results
• Ensure the customer care team operates ethically and with integrity

Other Duties as assigned

Qualifications

Minimum Job Requirements

• 2-3 years of experience managing teams in a high volume contact center environment with a successful track record of delivering service excellence through the development of a strong team
• 5-6 years of experience working in a high volume contact center environment utilizing digital service channels including live chat, email, phone, and social
• Bachelor’s degree in management, operations, or related field preferred, or relevant equivalent experience
• Familiarity with digital (messaging) communication channels in a sales and service environment preferred
• Familiarity with Gladly customer service platform preferred, but not required.
• Ability to function independently
• Strong proficiency in workforce management software and office suite systems

Knowledge, Skills And Abilities Required

• Continuous improvement mindset
• Ability to collaborate cross functionally
• Ability to motivate, inspire, and lead a team in an ambiguous environment
• Customer focused
• Highly organized; capable of leading projects w/ effective change management
• Comfort and flexibility in a fast paced, dynamic environment
• Strong written and verbal communication - ability to articulate ideas clearly and concisely tailored to the setting, and able to adjust communications depending on the intended audience
• Strong analytical aptitude
• Solution oriented

Working Conditions and Physical Effort

• Talking through the computer for many meetings and one-to-one conversations
• Travel as necessary (<10%).
  
• Continuous viewing of a computer monitor and data entry.
• Ability to sit for long periods of time.

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