Manager, Customer Success

Mobility Holdings, Inc About AutoNation Mobility: Mobility is a recently established business unit and a major strategic pillar behind AutoNation’s strategy to unlock new horizons of growth. AutoNation Mobility is developing products and services to address the needs created from several trends such as 1) the shift from vehicle ownership to vehicle access; 2) the electrification of vehicles; 3) the shift to digital car shopping experiences and 4) the increasing importance of fleets. Mobility will launch new products that provide consumers with more flexible and convenient ways to access vehicles (compared to financing or leasing), at fair and transparent prices delivered through a seamless digital user experience. AutoNation can leverage its extensive vehicle inventory, nationwide coverage, parts and service, logistics, reconditioning, marketing, and fleet management infrastructure to offer consumers a seamless digital product experience while driving operational excellence and efficiency at every step of the value chain. We are assembling a world-class team of entrepreneurs, operators, and technologists to build new lines of business as well as deliver the best of the AutoNation ecosystem to new customers and segments. If you are excited about building tangible new businesses that cater to the future of mobility and automotive, the time to join us is now! Position Summary: The Customer Success Manager – Mobility role is a critically important role within AutoNation’s Mobility organization that is charged with implementing and executing the customer shopping & support strategy for our B2C offering. You are the owner and advocate for our customer success platform, shopping support and customer support functions as the trusted voice of the Mobility B2C customer. You will be responsible for implementing a solution that can scale as our customer base scales. Candidates ideal for this role are tenacious about growth, customer-centric, goal oriented, and have experience building teams as well as detailed plans with cross-functional internal functions. You are a builder that thrives in going from zero to one, you are curious, data-driven, and you have a strong bias for action. You will build programs and processes geared toward improving customer experience, supporting go-to-market efforts, and implementing and optimizing processes. You are a great communicator and work cross-functionally. You are the voice of the customer and will help the B2C Mobility team partners access the AutoNation ecosystem to create the best customer experience as well as build new capabilities where needed. You build and lead great teams and have a knack for EQ. You will support the B2C Mobility community across customer satisfaction, hitting business and operational targets/SLAs, as well as resolving escalations. You will own or influence: Day to day oversight of team of customer success/support agents & supervisors Omni-channel support ecosystem Build & implement case management system Represent the voice of the customer Oversee customer success, support & recovery Stand up & manage Workforce Management software Create & update Operational Standard Operating Procedures (SOPs) Maintain partnership with outside vendors (i.e. Servicer/Collections, Roadside, Maintenance, Warranty, etc.) Customer Satisfaction & surveys Manage telephony systems & equipment including IVR Team hiring, onboarding & training Provide input to improve product, internal workstreams, customer communications and SOPs Develop & maintain self-service options (i.e. Chatbot & Help Center experiences) Maintain Internal Knowledgebase Outline success metrics/KPIs such as NPS, CSAT, Handle time, etc. Qualifications (Mandatory): 5+ years of relevant experience managing Customer Success and/or Customer Service teams (in highly operational and customer-facing roles supported by a history of delivering clear results) Strong analytical and problem-solving skills Demonstrated strong communication skills Evidence of successful complex stakeholder management across a variety of functions Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well Previous experience working outside vendors (fostering strong relationships while holding accountable to high standards) (Preferred): Prior experience in automotive retailing, marketplace or mobility tech platform Prior experience in fast-paced/high growth environment with a bias towards responsible scaling California resident (for CA sales license eligibility) Admin level knowledge using customer platforms such as Zendesk or Salesforce Admin level knowledge using customer service platforms (telephony, chat, chatbot, help center, case management, workforce management, etc.) Company Overview AutoNation, a provider of personalized transportation services, is driven by innovation and transformation. As one of America's most admired companies, AutoNation delivers a peerless Customer experience recognized by data-driven consumer insight leaders, Reputation and J.D. Power. Through its bold leadership and brand affinity, the AutoNation Brand is synonymous with