Associate Manager, Hub Expansion

The Hub Expansion Leader is responsible for coordinating start-up, operational support, process standardization, and continuous improvement supporting last mile hub operations. The duties of this role will include coordinating all aspects of a safe, exceptional, and unique driveway experience for Vroom customers. Individuals in this role will succeed by being able to quickly add value to key customer-facing hub operations, including communication, delivery appointment scheduling, final car preparation, and delivery. The role may also involve developing and piloting expanded capabilities that extend the connection of last-mile delivery hubs to the larger logistics network. This leader will be part of a flexible team that can assist during any phase of hub deployment with activities ranging from startup, operational turnaround, temporary fill-in, or continuous improvement.

• Advise Last Mile Leadership on the design of Last Mile operations, including the development of policies and procedures
• Implement and improve Vroom’s Last Mile training curriculum and training materials including "The DriveWay experience", scheduling, system usage, safety, customer service, issue resolution and truck operations.
• Provide “hands on” support, trouble-shooting, and operational improvement planning as required for certain Last Mile locations to meet / exceed service and operational targets
• Support a safety-first culture in every operation and employee interaction
• Conduct initial site visits and due diligence for expansion of new last mile delivery locations
• Fill in and coach local hub personnel on the implementation of best practices related to customer communication, including delivery appointments, status updates, and issue resolution
• Guide Hub Drivers, Hub Coordinators, Associate Managers, and Managers on the implementation of customer service guidelines and standard operating procedures, including:
• Maintaining vehicle inventory at the hub location (receiving vehicles, interfacing with logistics, and handling necessary system transactions) Developing a network of 3rd parties to address minor repairs and perform warranty work (if necessary)
• Manage the relationship with repair vendors; ensuring they meet or exceed expected service levels
• Inspect vehicles for product quality and cleanliness according to company standards
• Flag obvious “escaping defects” from reconditioning without reinterpreting quality standards
• Work with drivers to verify that all vehicles are ready to deliver and have all the required items designated by Vroom
• Continuously optimize processes to improve efficiencies and customer satisfaction
• Provide feedback to the company on process improvement opportunities, trending issues experienced by customers
• Collaborate with Customer Support and Delivery Support to resolve customer service issues as needed
• Provide subject matter expertise regarding the use of transactional systems and software that are required for hub operations, including Towbook, Salesforce, and others as needed
• Assist in the implementation and adoption of new technology/processes and lead change management efforts
• Train Hub Drivers, Hub Coordinators, Associate Managers, and Managers on driver requirements, including DOT Road Tests and Company policies and procedures
• Understand operational KPIs and help local teams develop operational strategies to optimize performance and achieve desired outcomes
• Accurately prepare, analyze, and present key hub metrics such as estimated vs. actual delivery times to leadership sharing your strategy, recommended course of action and team performance
• Standardize process and determine metrics to ensure delivery schedules are met and vehicles arrive at the destination on time
• Act as key liaison between local Hub Operations, Reconditioning, and Logistics teams, providing operational updates and coordination to improve overall location performance
• Coordinate with cross-functional leadership (Departures, Acquisitions, Recon and Customer Support) to share and adopt best practices.
• Support a culture based on transparency, collaboration, accountability, and intellectual curiosity

Qualifcations:

• 2-3 years supervisory experience

• Previous experience in team building, team expansion with a strong track record of coaching and development

• Flexible working style with a generalist background and “utility player” mindset

• Valid driver’s license required

• Clean driving record with no moving violations in the last three years

• Must pass a background check and drug test

• Have 3 years of consumer-facing experience with superior customer service skills

• Demonstrated use of customer insights and metrics to enhance customer experience

• Demonstrated experience in implementing new approach to improve service, operations and cost performance

Excellent interpersonal skills, partner-centric and highly comfortable navigating through a wide range of situations in a fast-pace environment An analytical approach to your work: you enjoy thinking through problems and identifying ways to improve processes

• Alert, focused, and detail-oriented

• Self-starter, who works well independently

• Comfortable with digital tools and technology (e.g., CRM and inventory systems), Google Sheets, Google Docs, Google Slides, or similar software solutions

• Disciplined, dependable, and resourceful

• High level of composure and good stress management

• Ability to work weekends as needed

• Associates degree or higher preferred

Role Requirements / Physical Demands:

• Up to 80% travel required (within the continental US)

• Comfortable moving (driving) manual and automatic transmission vehicles or small one-car truck haulers around the hub and to customers as needed

Job Type: Full-time

Pay: $70,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

Education:

• Bachelor's (Preferred)

License/Certification:

• Drivers license and a clean driving record? (Preferred)

Work Location: On the road