Dealer Operational Excellence Manager
Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.
Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.
We are seeking a highly motivated and experienced Dealer Operational Excellence Manager to drive significant improvements across our operations, with a strong focus on workforce efficiency and digital innovation.This pivotal role will be responsible for end-to-end workforce optimisation, including forecasting, reporting and overseeing outsourcer performance to maximize agent utilisation. You will spearhead process optimisation initiatives, implementing robust change management strategies to ensure successful adoption. A key element of this role will be contributing to and leading digital transformation projects, leveraging technology to enhance operational effectiveness. Strong project management skills are essential, as is the ability to conduct in-depth analysis and generate insightful reports to track key performance indicators such as Dealer NPS and overall operational efficiency.
Reports to: Dealer Operations Manager
Key Responsibilities
Workforce Optimisation: Manage and optimize our workforce through strategic monitoring and overseeing outsourcer performance to maximize agent utilisation and drive operational efficiency.
Process Optimisation & Change Management: Design and implement streamlined operational processes, leading robust change management initiatives to ensure successful adoption and sustained improvements.
Digital Transformation: Lead and contribute to strategic digital transformation projects, leveraging technology to enhance operational capabilities and customer experience.
Project Management: Oversee and deliver key projects from inception to completion, ensuring they meet scope, budget, and timeline objectives.
Analysis & Reporting: Conduct in-depth analysis of operational data and generate insightful reports, providing data-driven recommendations to improve Dealer NPS/CSAT and overall performance.
Requirements
Process Re-engineering & Change Leadership: Proven ability to analyze, optimize, and re-design operational processes, combined with strong skills in leading and embedding organizational change.
Digital Transformation Acumen: Experience in driving or contributing to digital initiatives that leverage technology to improve operational efficiency and customer experience.
Project Management: Demonstrated capability in managing complex projects from initiation to successful completion, ensuring objectives are met within scope and timeline.
Data Analysis & Strategic Reporting: Advanced analytical skills to interpret operational data, generate insightful reports, and provide data-driven recommendations to leadership.
Influential Communication & Stakeholder Management: Excellent communication and interpersonal skills to effectively collaborate, influence, and manage relationships with diverse stakeholders across all organizational levels.