Head of Operations **URGENT**

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.

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.

Recognized by Inc 5000 as one of the fastest-growing private companies in America. Competitive base pay and performance bonuses, dependent on role

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

401K with employer match and 100% immediate vesting

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

Tuition Reimbursement

Business casual work environment

What does it mean to be an Operations Manager with GLS?

The Operations Manageris responsible forthe management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to improve customer experience and business processes. In addition, this position willbe responsible forhiring, training, developing, and motivating a team to achieve business goals and ensure compliancetopolicies.

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

Exercise management authority concerning staffing, performance evaluations, and terminations

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

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

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

Minimum of Bachelor’s degree required

Minimum of three (3) years’ experience in a supervisory or leadership position in Operations or a related field preferred

Experience with consumer lending/auto financing preferred

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business

Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as necessary

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities

Physicaldemandsrangefromsitting,walking,standing,orpushing orpulling materials. The position may require 25% travel (domestic and international)

Applicants have rights under Federal Employment Laws

Family and Medical Leave Act (FMLA)