Sr. Director, Support

Be essential at Cars Commerce

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

About the Role:

This leadership role will be responsible for Cars Commerce support across our dealer and OEM client base. This leader will ensure our support organization delivers exceptional, quality customer service to our customers throughout the US and Canada. This individual will ensure our support organization meets OEM SLA performance standards as well as attain solid survey scores and positive feedback on a monthly basis from clients.

The Sr. Director, Support will embrace data to measure the performance of the Tier 1, inventory and Product team members, identify operational improvements based on patterns and themes and refine measurement standards and metrics. This individual will work with a team of Supervisors, Managers and Senior Managers to drive continuous improvements, apply active coaching and team member development to advance the skills and capabilities of the team members and the organization.

This individual will be accountable for the effective partnership with Client Services, Production, Sales, Technology and Managed Services ensuring a solid customer experience is delivered and the obligations of Cars Commerce are fulfilled. This leader will be responsible for evolving the performance, measurement and execution of support activities through embracing technology, process automation and root cause analysis to identify opportunities for improvement.

This role will lead the support teams across Cars Commerce and be responsible for talent acquisition, talent evaluation, operational execution of customer requests, adherence of Dealer Inspire and Cars Commerce obligations, and improvement of data integrity. This individual will leverage their expertise and experience to improve the performance of our operations and evolve the performance of our team.

Required Skills:

• Exceptional leadership
• Operational excellence to manage the performance of the entire support department on a daily basis and attain results
• Strategy skills to refine and define client strategy and the execution of that strategy
• Ability to lead, motivate, manage and develop talent
• Capability to recruit and acquire talent
• Proficiency with data interpretation and analysis
• Solid understanding of WordPress platform
• Understanding of automotive vehicle inventory and vehicle data
• Outstanding presentation and communication skills
• Financial acumen to manage a budget
• Strong organizational skills and detailed oriented
• Fast learner and interested in new technologies
• Customer service operations and leadership
• Automotive landscape and understanding of Tier 1 and Tier 3
• Understanding of Salesforce platform and operating environment
• Operational measures and metrics
• Comfort with a fast paced environment
• Ability to lead a large team
• Website infrastructure
• Google Analytics

Functions of the Role:

• Improve operational execution and processes across brands and dealers through continuous improvements and technology integrations
• Lead, coach and develop talent across the support teams including Senior Managers, Managers, Supervisors, Senior Solution Engineers, Solution Engineers to elevate the performance of the team versus the competition
• Set metrics and measurements for each OEM and dealer on the attainment of those defined goals
• Creation and management of support resources through Salesforce dashboards, data, metrics and measurements
• Drive financial performance through creative initiatives and operational efficiencies
• Build relationships with across Client Services, Revenue team, Production, Managed Services and Technology to advance the performance of the support organization
• Stay current on trends in support practices, technology automation and grow knowledge to bring fresh strategies to the team
• Effectively partner and collaborate with internal teams to ensure solid execution of OEM SLA requirements

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In the spirit of pay transparency, we are excited to share the base salary range for this position which is not inclusive of bonuses, benefits or other forms of compensation that the position may be eligible for. If you are hired at Cars Commerce, your final base salary compensation will be determined based on factors such as skills and/or experience. If the salary range is close to what you're seeking, then we encourage you to apply and learn more about the total compensation package for this position.

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans
• 401(k) with Company Match + Immediate Vesting
• New Hire Stipend for Home Office Set-Up
• Employee Stock Purchase Program
• Generous PTO
• Refuel - a service based recognition program where employees receive additional paid time away to learn grow and reset
• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day
• Learn more about our Benefits, Perks, & Culture on our LinkedIn Life Pages!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. California Applicants: Click here to review our California Privacy Policy for Applicants. For current employees, please click here to review our California Privacy Policy for Employees.