Manager, Consumer Contracts

| Houston, TX
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Vroom is an innovative end-to-end ecommerce company that is revolutionizing the car buying experience. Our 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 delivery. We have experienced tremendous growth and have become a disruptive force in the automotive industry. Vroom is an exciting, dynamic workplace, and there's no better time to join the team than right now.

Vroom is seeking a Consumer Contracts Team Manager to lead the team that helps our customers through the process of finalizing their contracts when selling their vehicle to Vroom. If you have leadership experience managing a team of 10+, an understanding of auto-lending practices, and a background in high efficiency processing with extreme attention to detail and customer satisfaction we’d love to hear from you. This position is located in our Houston, TX office and reports to the Consumer Finance Director.

Position Overview:
The Contracts Team Manager will lead a team of supervisors and their teams that facilitate and manage the processing of contracts for customers buying, selling or trading their vehicles to Vroom. The ideal candidate will have a proven track record of leading high volume processing centers as well as promoting the highest level of customer satisfaction. They will be an ambassador for cross functional process improvement with constant requirement for collaboration within the company as well as externally with various partners. The ideal candidate will effectively drive engagement among the team and team supervisors through personal coaching and mentoring. They will be responsible for facilitating ongoing culture events within the team and be an advocate for employee feedback.

Responsibilities

  • Development of quality metrics for team and vendor performance
  • Monitor and establish KPIs and measure progress toward goals
  • Provide mentoring and ongoing training to the team and supervisors to help achieve goals
  • Communicate and present performance and strategy plans to leadership on a regular basis
  • Attract, retain, develop, and hire talent as the company scales
  • 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
  • Handle customer escalations with the ability to de-escalate issues
  • Build effective teams and cultivate open dialogue
  • Ability to identify process opportunities with a never ending focus on improvement
  • Office in a shared space setting
  • Complete ongoing business analysis and convert vague objectives into concrete analysis tasks
  • Facilitate and share monthly incentive outcomes to HR

Qualifications

  • 3+ Years of process operations management with a focus on operational process improvement, customer service, sales, and culture
  • Significant experience with consumer lending products and practices
  • Proven success of collaborative leadership of large teams including supervisors
  • Bachelor’s Degree or like experience
  • Superior organizational skills
  • Resourceful problem solver and fast learner
  • Experience with analytics
  • 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
  • CRM experience is required
  • Understanding of 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
  • Demonstrated use of customer insights and metrics to enhance customer experience
  • Roll-up your sleeves attitude and willingness to jump in whenever needed
  • Experience in working in a hand- on fashion to drive results for startup and/or growth organization
  • Ability to change priorities quickly as time-sensitive needs arise
  • Ability to identify necessary changes, challenges assumptions about “the way things are done”, craft a compelling case for change, adjust communication to audience to help them understand and accept the need for change, serves as a Change Champion
  • Able to adapt to a fluctuating workflow, particularly during periods of high lead and application volume
  • Salesforce experience is a +Travel up to 10% of the time Remote work possible

Benefits

This full-time role offers competitive compensation; health, dental, and vision insurance; a 401k plan; fully company-paid short term disability, long term disability, and life insurance; access to a healthcare concierge service with virtual visits; and 15 annualized days of paid vacation.
But our biggest benefit is being part of a low-ego, high performing team that's transforming the used car market into a modern, online and data-driven industry. We are looking for people who want to be a part of a contemporary startup culture. What gets us out of bed is working with talented people on a mission that matters.

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 drive. To 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 contributions. Our 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 clients. Harassment and discrimination in any manner or form is expressly prohibited. There 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.

Please review our privacy and CCPA policies here.

More Information on Vroom
Vroom operates in the Automotive industry. The company is located in New York, NY and Stafford, TX. Vroom was founded in 2013. It has 869 total employees. It offers perks and benefits such as Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K), Employee Stock Purchase Plan and Remote Work Program. To see all 28 open jobs at Vroom, click here.
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