CarGurus
Manager, Dealer Performance Partner
Job Description
Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they’re not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
Role overview
We’re looking for an accomplished manager to scale out our newly developed post-sale support team, Propel. Propel is a team of automotive experts partnering with dealers to help them realize their full performance potential on the CarGurus platform. In this role, the Manager, Dealer Performance Partner, will scale out dealer training, insights & learnings, and drive new dealer support initiatives to the market.
In this role, knowledge of the automotive industry is helpful, but not required. This manager should be adept at collecting and analyzing data, as well as have the ability to create new reporting to measure the success of the team. The right candidate will drive forward new initiatives with our cross-functional partners, amplify current strategies, and drive the Propel program as a whole.
What you’ll do
- Team Leadership and Development: Guide and mentor a team (in-person and/or remote), fostering a collaborative and inclusive environment. Provide training, coaching, and regular feedback to enhance team performance and professional growth.
- Strategic Product Support: Develop and execute strategies for managing key client accounts, ensuring alignment with organizational goals, client needs, and key cross-functional stakeholders. Act as a subject matter expert on key products and clients, particularly those requiring specialized knowledge.
- Customer Success Management: Build and maintain strong relationships with key clients. Proactively address client concerns and work to improve satisfaction, retention, performance, and product adoption.
- Performance Monitoring and Optimization: Define and implement KPIs to assess and optimize the effectiveness of the team, not only as a contained unit but against broader business operations. Gather, analyze, and summarize dealer feedback, post-engagement performance metrics, team insights, and overall program KPIs to communicate to CarGurus leadership and stakeholder groups via MBRs, memos, presentations, and other methods as needed. Leverage this information to identify opportunities for improvement and adjust strategies in a timely manner.
- Cross-Functional Collaboration: Collaborate with internal stakeholders (sales, product, marketing) and external vendors and contractors to ensure seamless communication and delivery of services; Plan, develop and implement new efforts that scale and productize the team’s impact across dealer customers and internal teams. Actively contribute to product and process improvements based on client feedback.
- Onboarding and Product Knowledge: Evaluate and analyze onboarding needs for complex products. Ensure smooth onboarding of key products and drive training initiatives to ensure the team is equipped to handle product complexities. Prepare for and implement processes related to new products or services as they are developed.
- Escalation Management: Serve as the escalation point for product feature activation issues and vendor-related escalations. Troubleshoot and resolve client issues with both internal and external parties.
- Continuous Process Improvement: Create, iterate, and improve SOPs based on team feedback and process changes, identifying areas for improvement and establishing new procedures when necessary. Do this for all new products under the team’s purview.
- Business Review and Reporting: Execute regular business review presentations for product 360, tracking progress and presenting updates on key metrics such as retention, onboarding, and product adoption.
What you’ll bring
- Bachelor’s degree or 5+ years of equivalent professional experience
- 3+ years of product or account management experience, or similar field
- 2+ years of leadership experience managing teams or vendor/client relationships
- Working knowledge of the automotive industry is a plus – specifically, dealership sales operations.
- Excellent verbal, written, and interpersonal communication skills, with the ability to convey complex ideas clearly and effectively. Ability to build positive relationships internally and externally.
- Confidence in delivering information publicly and leading meetings through in-person and virtual channels to audiences small and large.
- Desire and ability to work with multiple types of data, including understanding raw data, cleaning data, and deriving actionable insights
- Strong organizational skills and high attention to detail.
- Proven time management skills with the ability to manage multiple tasks and meet deadlines.
- Capable of effectively tracking and reporting on project goals, progress, and results. Ability to prioritize tasks and manage competing priorities in a high-pressure, fast-paced environment.
- Excellent analytical and problem-solving capabilities to conduct regular analyses, identify trends, and address challenges effectively.
- Ability to operate with a high level of autonomy and thrive in ambiguity and change while maintaining an ownership mentality
- Proficiency in Google Suite or similar software tools.
Working at CarGurus
We reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That’s why we hope you’ll apply even if you don’t check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid
