About the role
The Role The Market Manager is responsible for overseeing the daily operations, team management, customer relationships, and financial performance of service hubs. This role requires a hands-on leader with expertise in managing teams, meeting performance targets, and ensuring exceptional customer satisfaction. The Market Manager will drive hub success through effective management of vehicle throughput, revenue, and customer engagement, while maintaining high operational standards.
Responsibilities Operations management
- Implement and maintain operations processes to maximize efficiency and reduce costs
- Maximize vehicle throughput to meet regular performance targets
- Hit agreed-upon financial targets
Team management
- Manage Hub employees, including technicians, porters, and flex porters
- Provide guidance, coaching, and support to team members to ensure high performance
- Oversee hiring, training, and performance evaluations in collaboration with leadership
- Foster a positive team environment focused on collaboration and accountability
Customer engagement
- Serve as the primary point of contact for Hub customers, ensuring expectations are met and satisfaction is high
- Onboard new customers and expand services with existing accounts
- Develop and maintain strong relationships with customers to maximize vehicle service/calibration opportunities
Reporting
- Track key performance indicators (KPIs), including vehicle throughput, revenue, and customer satisfaction
- Provide daily and weekly Hub performance reports to leadership
- Analyze operational data to identify trends, address gaps, and recommend and implement improvements
Collaboration
- Coordinate with Customer Success and Operations leadership to align hub activities with company goals
- Support cross-functional initiatives to enhance efficiency and improve the customer experience.
Required Qualifications
- Experience: 5+ years of collision management experience or a related operational role
- Leadership: proven ability to manage teams, deliver results, and foster a collaborative work environment
- Customer service: strong interpersonal and communication skills that build lasting customer relationships
- Problem solving: analytical mindset with the ability to address a wide range of operational challenges effectively
Benefits
- Competitive salary, performance bonus, and incentive stock options (ISOs)
- Health, dental, vision, life, and disability insurance
- 401(k) plan with company match
- Health savings account (HSA) available with company contribution
- Flexible spending accounts (FSAs)
- Paid vacation and holidays
- Ongoing training and professional development opportunities
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