Manager, Web Operations

The AutoVitals suite of SaaS products are designed to solve many of the current hurdles faced by auto repair shops. Our mission is to help auto repair shops drive profitable growth by attracting new customers, providing superior communication and customer service, increased shop efficiency, higher average repair orders, and more. The Manager, Web Operations will be responsible for the team building, supporting, and managing clients utilizing AutoVitals website products.

This management role will oversee the build, development, support, and client management part of our website product in addition to hands-on website support and expertise to our clients and internal partners. This position will report directly to the Director, Product and Web Operations,  and will work remotely. We’re looking for someone to join our team immediately.

Responsibilities

• Manage a team and make sure they are providing high-quality work and achieving pre-determined KPIs and goals
• Identify and escalate issues requiring Engineering to Product for prioritization; helping identify opportunities for improvements to reduce support tickets
• Ensure new client website implementations are completed with high quality, efficiency, and communication, measured by post-launch CSAT surveys and similar to identify areas for improvement
• Define and iterate on website onboarding and support processes, working cross-functionally to ensure customer-facing teams have the information needed for client
• Handle web-related client escalations with best interest of the client and the business 
• Perform website migration activities, updates, QA work, and identify issues via support tickets - requires HTML/CSS and Javascript skills
• Assist, evaluate, and offer feedback to team members on a regular basis 
• Review client website performance to proactively identify areas for improvement and coordinate with the Customer Success team to review with clients when needed; coordinating with Product when there are opportunities to improve website offering more broadly

Requirements

• 2+ years experience managing a team, preferably with similar duties to those listed above
• Advanced knowledge and experience creating, deploying, and updating websites using HTML/CSS, Javascript and image editing software
• You have a positive attitude and a drive to win
• Capable of juggling multiple projects and identifying priorities
• Willing and able to work hands-on alongside team,” coaching from the field”
• Curious and able to work ambiguously to solve complex problems, often through self-education 
• Always looking for ways to improve things via process, people, product, or communication
• Excellent written, verbal, and project management skills
• Ability to work cross-functionally in a dynamic environment
• Ability to follow through on tasks promptly with precision, using independent judgment to accomplish goals
• Must be eligible to work in the United States.
• Bonus: Proficiency using Salesforce, Zoom, Slack, Zendesk, Jira, Google Calendar, or equivalent

Benefits

• Medical/Dental/Vision

• Flexible Spending Account
• 401K Match
• Flexible PTO

Salary Range Transparency

Full Time, Salary Exempt $100,000 - $120,000

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications and alignment with market data.