Summary/objective
The SVP, Operations for Repair OnDemand, will be responsible for constructing a robust Client Operations function composed of Implementation, Training, Support, and Performance Management. This includes presenting a vision for structure, roles/responsibilities, and accountability. As a member of the Executive Leadership team, this role will be an instrumental partner to the President and other Executive and Senior leaders in making strategic decisions and formulating the execution path. As a growth catalyst, this role will work with Senior Leaders and their delegates to ensure scalability of resources and efficiencies of day-to-day workflows and processes. Sets a tone and drives the imperative of a” client-first” mindset while creating a people leadership culture of empowerment, development, and growth. Accepts accountability, either direct or via delegates, of key organizational initiatives, managing constraints and barriers that may inhibit success. Drives annual financial, resource, and goal planning at each level of their functional areas. Monitors and conducts cadenced reviews, driving corrective actions and exploitation of opportunities to meet or over-achieve objectives. This executive will integrate data-driven and market insights with collaborative interaction to derive strong business results.
Essential Functions
Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Process Management: You will define and execute efficient and effective operational processes for the Implementation, Training, Support, and Performance Management functions within Operations, ensuring an integrated approach to the Customer Journey. You will partner with cross-functional leaders to ensure that defined Salesforce workflows are appropriately documented, validated and tested, and that the roll-out of those workflows passes critical UX and pass/fail rates.
- Operational Planning: You will take ownership of the organizational framework and vision for the four posts of Operations. You will analyze the current state and perform a needs analysis that results in recommendations for near and long-term changes, capacity planning, and performance benchmarks.
- Organizational Culture: You will be a role model of our company values of accountability, integrity, and respect and will help cultivate deep connections across our communities. By nurturing relationships at all levels of the organization, you will help design and implement strategies that drive continuous improvements to our culture – helping us become more diverse, inclusive, quality-focused, data-driven, and customer-centric in how we operate.
- People Leadership: You will create expectations for stated goals, objectives, and development plans for team members within Operations, and will prioritize employee engagement activities and talent management efforts. You will establish a system of accountability for leaders within Operations to meet expectations.
- Special Projects: As new business challenges arise, you will be asked to contribute to or deliver high-impact projects and ensure the organization can sustainably maintain them upon completion. As part of people leadership, you will identify opportunities for stretch assignments and growth opportunities for valued talent in the ranks of Operations.
- Other Duties: Please note this job description is not designed to cover all activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.
Minimum Qualifications:
- Bachelor’s degree in a relevant field
- 10+ years of progressive responsibilities in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles
- 10+ years of experience directly managing teams
- Strong analytical and problem-solving skills
- Excellent communication and leadership qualities
Preferred Qualifications:
- A decisive and discerning leader with strong financial acumen and analytical capabilities.
- Experience building teams that create value to the business as well as the client experience, preferably in the automotive software sector.
- Demonstrated success and proven track record in managing, directing accountability, and oversight of a hybrid organization.
- Strong business acumen with a history of interactions and collaboration with leadership at all levels of the organization.
- Ability to interpret complex data and distill it into concise, relevant insights that trigger action.
- Strong problem-solving and process-management skills with the ability to think strategically, abstractly, in broad concepts and terms and apply them to tangible plans
- Ability to thrive in a fast-paced growth-company environment
- Entrepreneurial mindset
Supervisory Responsibilities
This role has supervisory responsibilities.
Work environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as a computer and phone.
Physical Demands
This is a sedentary role. Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech, and hearing; hand and eye coordination; and manual dexterity necessary to operate a computer keyboard and essential office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
Travel required.
This position requires 30-50% travel.
Work authorization/security clearance requirements
N/A