Operations Manager

Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. 

People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. 

Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits: GLS offers the below great benefits for your amazing work!

o   Competitive base pay and performance bonuses, dependent on role

o   Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability

o   401K with employer match and 100% immediate vesting

o   Paid Time Off (PTO) and paid company holidays to help you balance work and personal life

o   Paid Volunteer Time Off (VTO) Annually

o   Tuition Reimbursement

o   Parental Leave

o   Business casual work environment

 

Oversee an assigned segment of Operations activities to monitor performance, ensure high-quality service, operational efficiency, and positive customer experiences

Analyze reports, call outputs, and performance metrics to identify compliance risk, strategy improvements, and assess effectiveness

Lead and support team members through regular coaching and training to ensure professionalism, compliance, and alignment with quality assurance requirements

Identify opportunities to improve workflows, call logic, scripts, and operational processes, and partner with vendors and internal teams to implement enhancements

Directly supervise employees, including:

     Exercise management authority concerning staffing, performance evaluations, and terminations

     Review and approve employee time sheets and requests for time off

     Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis

     Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations

Handle escalated customer calls and ensure appropriate escalation pathways exist, while resolving issues professionally and within compliance

Assist with the development, testing, and implementation of new operational tools, features, and process improvements that support business objectives

Collaborate with other departments and external vendors to ensure operational processes and automated interactions meet regulatory and quality standards

Ensure cross-functional partners understand system capabilities, processes, and enhancements io improve functionality

Support the development and maintenance of operating procedures, including regulatory compliance, and ensure changes are communicated and implemented effectively

Maintain accurate documentation, records, and reporting related to operational activities, workflows, vendor interactions, training, and quality assurance

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management

Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers

Perform additional assignments as required by the needs of the company or as directed by management