Customer Engagement Operations Partner

About The Role

Left Lane Auto is a multi-brand, multi-location tire and automotive service platform built through acquisition. As we continue to grow, we're establishing a centralized Customer Engagement Center to support our brands, stores, and customers across multiple markets.

We're looking for a Customer Engagement Operations Partner to be the founding member of this new department. This is a unique opportunity to build a customer engagement function from the ground up - helping design the operating model, select technology, develop processes, and create an exceptional customer experience while partnering closely with store operations, marketing, and senior leadership.

Initially, you'll be highly hands-on, balancing strategy with execution as you help launch the function. As the Customer Engagement Center grows, this role is expected to evolve into a leadership position with a clear growth path.

The Customer Engagement Center will initially support outbound customer interactions—including appointment reminders, retention campaigns, customer follow-up, review generation, and marketing initiatives across all Left Lane Auto brands.

This role is based out of our Champaign, IL office.

• In partnership with Operations, build the Customer Engagement Center by designing workflows, operating model, and customer engagement strategy.
• Develop standard operating procedures, customer interaction standards, and brand-specific playbooks.
• Develop outbound customer engagement programs including reminders, retention campaigns, win-back initiatives, review generation, and promotional outreach.
• Partner with Marketing, Operations, and Store Leadership to improve customer experience and drive booked appointments.
• Create KPI dashboards and performance reporting focused on service levels, conversion, customer satisfaction, and operational efficiency.
• Identify opportunities for automation, AI, self-service, and process improvements.
• Serve as the voice of the customer by identifying trends and recommending improvements.

• 5+ years of call center/customer service experience
• Direct experience in both inbound and outbound operations (not just customer service - outbound sales, retention, or marketing campaign experience is essential)
• Multi-brand, multi-location, or franchise/roll-up environment experience strongly preferred (retail, automotive services, home services, healthcare, or similar high-frequency, appointment-driven businesses)
• Prior experience in leading teams is preferred, with focus and demonstrated ability to drive performance metrics and hold teams accountable
• Experience managing Service Advisors and Technicians
• Strong sales leadership and coaching ability
• High level of business acumen and operational awareness
• Strong willingness to embrace new programs and technologies
• Competitive mindset with a passion for winning
• Bilingual (English/Spanish) call center leadership experience, given the customer base many auto service brands serve
• Must be authorized to work in the United States

• Founding member of Left Lane Auto's Customer Engagement department, with an opportunity to build the function from the ground up.
• High visibility with executive leadership.
• Bilingual (English/Spanish) call center leadership experience, given the customer base many auto service brands serve
• Clear path to a leadership role within the department
• Full benefits package including health insurance, PTO, and 401(k) with company match
• A high-performance, growth-focused culture