As our Head of Operations, you’ll lead key operational functions and specialised team, ranging from Customer Service to Business Intelligence, to drive growth and deliver exceptional service. This high-impact role collaborates with senior leadership to enhance efficiency, manage risk, and strengthen dealer and partner relationships. Ideal candidates are proactive, customer-focused leaders with experience in managing cross-functional teams and a passion for operational excellence.

About the Team:

The Operations team supports revenue departments in various aspects, including business intelligence reporting and customer service for both private sellers and dealerships. Key activities include delivering business analysis reports, providing exceptional customer service, and offering sales support to enhance customer satisfaction through service excellence. Within Operations, we have several specialised teams:

Automotive Photographers: Our team members take photos of car listings, upload them, and ensure accurate car details are entered on the website.
Inspection Service: We offer quality assurance to our dealers by providing OEM-standard inspection services nationwide.
Quality Assurance: We ensure listings created by the Automotive Photographers contain all required information for upload and are ready for display. We also verify listings to prevent fraudulent ads and duplications from appearing on our website.
Customer Service: We assist callers (dealers and private sellers) who encounter difficulties using our site.
Business Intelligence: We track and generate essential reports on credit and classified performance through systems such as CRM, Yellowfin, Google Studio, and Tableau. Our team ensures business reports are accurate and generated effectively.

Key Responsibilities:

Developing and implementing operational strategies: The HOO collaborates with the Director and other senior leaders to develop and execute strategies that support the company's growth and expansion objectives. This involves identifying opportunities for improvement and developing plans to optimise processes and systems.
Act as Project Manager during implementation to support the revenue team.
Oversee all aspects of our business operations, including Inspection Services, Account Photographer, Business Intelligence, Customer Service, Quality Assurance, and Sales Operations Support.
Identify and manage risks that may impact our business operations.
Develop and maintain relationships with dealers and business partners to ensure that the company's needs are met. This includes negotiating contracts, building relationships with key stakeholders, and managing partnerships with business partners.
Monitor performance and key performance indicators (KPIs) to assess the company's performance and make data-driven decisions. This includes tracking metrics such as sales activity data, customer satisfaction, and team productivity.