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Manager Dealer Support

Primary Location: 1 Howard Street, Burlington, VT, USA

Division: Cox Automotive

Job Level: Manager/Senior Manager

Travel: Yes, 5 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 214791

**Due to current COVID-19 restrictions, this is a temporary work from home role but will ultimately work in the Burlington, VT office.

The Dealer Support team makes things more than right for our customers, and delivers considerable value to our customers, partners and colleagues across Dealer.com and Cox Automotive.

We are looking for a Manager Dealer Support in our Burlington, VT office that will make our team even stronger, and help us pursue continuous improvement. Our management team works closely and collaboratively to lead our large and talented department to achieve company goals and exceed customer expectations.

Support Development is a team of web developers within the Support organization who provide quick, effective solutions for customer requests and website defects. The Manager Dealer Support helps facilitate the creation and communication of technical solutions, acts as a primary stakeholder with Engineering teams, hires and develops the staff and measures performance, all while focusing on the customer experience.

We are looking for someone with management experience, strong leadership skills, high technical aptitude, and comfort in dealing with difficult situations. You need to be good at handling multiple priorities, enjoy being part of a spirited team, and love a challenge. Most of all, a great attitude, collaborative spirit and a curious mind are all critical to success in this role.

This is a fun and supportive group, and we want people who can bring their energy and their know-how to make our team even stronger!!

  • Directly lead a team of Support Web Developers to provide effective, scalable solutions for our customers.
  • Help create a supportive organization that values teamwork, learning and customer care.
  • Provide operations center management and support, including scheduling, reporting, performance management and employee development.
  • Provide direct customer support and be an escalation point for customers as needed.
  • Handle escalated client issues, determine viability of solutions and decline or redirect requests that cannot be completed in a stable or scalable manner.
  • Stay up to date on changes to the Dealer.com platform and technologies, anticipating training needs and procedural changes required to evolve team.
  • Advocate for the team and our customers through collaboration with other divisions and business units.

Qualifications:

  • Bachelors Degree and 7 years experience, including 1 year of experience in management or lead role OR an equivalent combination of education and work-related experience
  • Experience managing a dynamic operations center team is preferred.
  • Skilled people leader, with proven success building effective teams, motivating others and managing and measuring work.
  • The ability to work occasional on-call after hours and/or weekend daytime shifts is required.
  • Strong interpersonal skills and a keen ability to handle challenging situations with integrity and composure.
  • Proven ability to think strategically, manage change and drive results.
  • Strong communication skills and comfort with providing coaching and directive management.
  • Experienced customer service professional, focused on delivering a premium customer experience.
  • Experience managing an operations center, and comfort in a fast paced and demanding work environment.
  • Aptitude with software and systems, application architecture and troubleshooting methodologies. Knowledge of Dealer.com proprietary systems is a plus.
  • Basic knowledge of HTML, CSS and JavaScript is desirable.
  • Willingness to embrace the collaborative energy, innovative approach and fast paced culture of Dealer.com.

Core Competencies for this role include:

  • People Leadership
  • Strategic Thinking
  • Results Oriented
  • Collaborative
  • Managing Change
  • Problem Solving
  • Customer Focus

Reporting Relationships and Contacts:

  • This position reports directly to the Senior Director, Dealer Support and had a direct report team of Support Developers.
  • This Manager will interact with all levels of customers and co-workers throughout Client Services, Products and Engineering.

Working Conditions:

  • The Dealer Support works in an open environment to encourage the best possible service by allowing open communication and collaboration from co-workers.
  • This position requires significant interpersonal work and computer usage as well as frequent phone and video conference.
  • Hours worked may vary due to the shift schedule of the department.
  • The ability to work occasional on-call after hours and/or weekend daytime shifts is required.


Who We Are

About Cox Automotive

Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Company
Cox Automotive
Posted
06/10/2021
Type
Full time
Location
Burlington, VT, US