Job details
Job type full-time
Full job description
Vroom is an innovative end-to-end ecommerce company that is revolutionizing the car buying experienceOur 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 deliveryWe have experienced tremendous growth and have become a disruptive force in the automotive industryVroom is an exciting, dynamic workplace, and there`s no better time to join the team than right now.
Vroom is seeking a senior operations specialist to assist multiple teams that finalize the title and registration for consumers buying from vroom with training, onboarding, and continued quality assuranceIf you have experience in a processing or high production operational role and experience training 1:1 and in a classroom setting, then this role is for youAdditionally, if you have instructional design skills and have a solid understanding of auto-registration practices, are highly efficient, collaborative, possess great attention to detail, and are tech savvy we`d love to hear from youThis position is located in our houston, tx office and reports to the senior manager, consumer operations#li-ng1 responsibilities
Serve as the training ambassador and quality assurance liaison for both new hires and existing employees on the title and registration team.
Conduct all levels of front to end analysis on multiple title and registration operational processes.
Own and manage initial onboarding for all title and registration teams.
Collaborate with all levels of management to discover and diagnose their team`s training needs.
Review and analyze data within salesforce to find training and performance improvement opportunities for the title and registration teams.
Facilitate training for all departments and manage documented changes over time.
Assist in operational processing as needed.
Provide structure and consistency in instructional training materials shared among all title and registration teams.
Create and manage continuous training for existing employees.
Serve as the ambassador for all new system roll outs and training.
Present to leadership on an ongoing basis with observations and analysis regarding process opportunities.
Identify the educational requirements for vroom in order to scale a fast growing operational team.
Perform ongoing quality assurance reviews of both title and registration processes and customer communications.
Continuously optimize processes to improve efficiencies and customer satisfaction.
Assist in the implementation and adoption of new technology/processes and provide support during the change management process.
Office in a shared space setting + rotating work from home assignments.
Qualifications
Change champion
Superior organizational skills
Resourceful problem solver and fast learner
Highly proficient in microsoft excel, word, powerpoint and/or google suite alternatives
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
Understanding the importance of consistency; accuracy with excellent attention to detail
Develop and maintain productive relationships with cross functional teams, partners, and vendors
Establish clear goals and direction with constant involvement of team engagement in the work and process planning
Ability to maintain confidentiality and compliance
Strong customer service skills with the ability to maintain and display a strong level of professionalism
Roll-up your sleeves attitude and willingness to jump in whenever needed
Ability to change priorities quickly as time-sensitive needs arise
Able to adapt to a fluctuating workflow, particularly during periods of high lead and application volume
Bachelor`s degree and/or relevant experience
Travel up to 10% of the time
Remote work required
Title and registration processing experience strongly preferred, but not required
Dealership business operations experience strongly preferred, but not required
Experience with analytics and ability to handle production reports strongly preferred, but not required
Salesforce / crm experience is a plus
Commitment to diversity and equal employment opportunity
Vroom is an equal opportunity employer that is committed to creating a work environment where all employees can find their driveTo do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspective and contributionsOur values of speed: service, progress, employees, engagement, and development are only possible in an environment where every individual has the ability to bring their whole selves to work and contribute fully.
Vroom’s policy is to maintain a working environment that encourages mutual respect, promotes harmonious and congenial relationships between employees, and is free from all forms of discrimination and harassment of any employee (or applicant for employment or service provider) by anyone, including supervisors, co-workers, vendors, or clientsHarassment and discrimination in any manner or form is expressly prohibitedThere is no tolerance for discrimination or unequal treatment of any kind on the basis of race, color, religion, creed, gender, sex, sexual orientation, gender identity or expression, pregnancy, sexual and reproductive health decisions, national origin, age, disability, genetic information, marital status or civil partnership/union status, familial status, military or veteran status, predisposition or carrier status, domestic violence victim status, alienage or citizenship status, unemployment status, sexual violence or stalking victim status, caregiver status, or any other characteristic protected by law.
This practice applies to all terms, conditions and privileges of employment including, but not limited to, recruitment, selection, promotion, demotion, transfer, layoff, rehire, termination of employment, development and training, compensation, benefits and retirement.
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