Lithia

Compensation

Full Description

Job Description: • Develop, implement, and oversee a dynamic email management platform that drives one-contact resolution across communication channels including chat, email, and ServiceNow. • Create, maintain, and analyze KPI reporting to measure team performance and assess impact. • Use data insights to identify training and performance gaps, supporting Home Office leaders in refining processes and store support. • Serve as a subject matter expert, collaborating with Shared Services partners to clarify needs, provide solutions, and conduct root-cause analysis. • Support the team in resolving customer inquiries across phone, email, chat, social media, and in-person interactions. • Build and maintain knowledgebase resources for training and information sharing. • Develop and execute a Quality Assurance program to ensure consistent, excellent service delivery. • Prioritize people and resources effectively to maximize productivity and strategic impact. • Provide timely, constructive coaching and feedback to drive top performance. • Ensure rotational cross-training to foster team growth, flexibility, and expertise. • Contribute to process and procedure enhancements, elevating employee satisfaction and performance. • Support the Shared Services onboarding experience for new team members. • Partner with the training team to identify and address development opportunities internally and externally. Requirements: • Strong attention to detail • A sense of urgency and ability to operate in a fast-paced environment • Excellent verbal and written communication skills • Bachelor’s degree or equivalent experience • 5+ years of experience successfully leading a team • Background in banking, finance, or accounting Benefits: • Competitive pay • Medical, Dental and Vision Plans • Paid Holidays & PTO • Short and Long-Term Disability • Paid Life Insurance • 401(k) Retirement Plan • Employee Stock Purchase Plan • Lithia Learning Center • Vehicle Purchase Discounts • Wellness Programs