Lead, Customer Success Associate

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 Supervisor – Mobility role within AutoNation’s Mobility organization is charged with shaping and executing Mobility’s B2C’s customer shopping & support strategy for our B2C offering. You are an influencer and advocate for our customer success platform, shopping support and customer support functions and represent the trusted voice of the Mobility B2C customer. You will be responsible for refining a solution that can scale as our fleet and customer base scales. Candidates ideal for this role are tenacious about growth, customer-centric, goal oriented, and have experience leading teams as well as outlining 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 lead and develop 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 Facilitate end-to-end shopping & checkout experience for customers Track customer trends, case dispositions and reporting to advise on shopping & onboarding improvements Perform funnel recovery for shoppers who have fallen out of the lead funnel Review deal documents and customer provided stipulation documents submitted during the ordering & checkout processes Handle escalated customers and use resolution management to de-escalate the situation Utilize Workforce Management systems to maintain adequate real-time staffing, breaks, scheduling, etc. Manage customer complaints (as necessary) to resolve and escalate to the appropriate level within the organization Run cross-functional project-based teams geared towards improving customer experience and workplace efficiency Act as an approver for Lead level case escalations Assist with team hiring, onboarding & training Attend regular lead meetings and host team huddles & daily standups Provide feedback and coaching to Customer Service Associates & peers Compile customer data & verbatims to accurately represent the voice of the Mobility B2C customer Customer shopping journey & customer success from shopping to deal activation Suggest & develop improvements for case management system, IVR, self-service options (Help Center, Chatbot, etc.), internal knowledgebase, etc. Provide input to improve product, internal workstreams, customer communications and SOPs Reinforce strong relationships with outside vendors (i.e. Servicer/Collections, Roadside, Maintenance, Warranty, etc.) Cultivate strong customer Satisfaction & surveys Responsible for success metrics/KPIs such as NPS, CSAT, Handle time, etc. Qualifications (Mandatory): 3+ 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 California resident (for CA sales license eligibility) (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 Prior experience in fraud detection, risk operations, risk management or loss prevention Prior experience using a customer platform such as Zendesk or Salesforce in a supervisory role 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