Director, Managed Services

• Take initiative and drive outcomes
• Lead strategy, execution, and performance for your service lines
• Translate organizational strategy into operating plans with clear milestones, and hold yourself and your teams to them
• Identify problems early, make decisions, and move
• Continuously assess market demand, client needs, and competitive dynamics to evolve offerings before they fall behind
• Put dealers first
• Ensure every service line delivers measurable value to dealers
• Lead resolution of complex dealer escalations
• Drive a culture where the team thinks about dealer outcomes before internal convenience
• Use dealer feedback and performance data to shape how services evolve
• Hold people accountable
• Set clear expectations for every team and every leader
• Build and maintain operational rigor across internal workflows
• Create transparency around performance so problems surface early and wins get recognized
• Address underperformance directly and coach through itWork across the organization
• Partner with Performance Management, Sales, Product, Marketing, HR, and other Managed Services teams
• Serve as a trusted operational partner for Enterprise and OEM stakeholders, aligning service delivery with commercial goals and brand standards
• Collaborate with Sales and dealer-facing account teams on new business, expansions, renewals, and strategic accounts
• Navigate competing priorities across stakeholders without losing focus on service quality
• Lead large, distributed teams
• Lead multiple people leaders and individual contributors across Managed Services
• Build, coach, and retain high-performing teams through clear expectations, real feedback, and structured development
• Create clarity around roles and decision rights so the team can execute without bottlenecks
• Foster a culture of ownership, collaboration, and growth
• Embrace AI, automation, and what comes next
• Drive efficiency and scale through AI enablement, workflow automation, and process refinement
• Be genuinely excited about a future where technology changes how this team operates
• Lead experimentation and adoption of new tools and operating models while maintaining quality and governance
• Identify opportunities to reduce manual effort, increase throughput, and improve quality through automation and process improvement
• Bring a growth mindset to every challenge.
• Support revenue retention and growth by ensuring services deliver clear, demonstrable value
• Manage team capacity, resourcing models, and operating expenses to deliver within budget while supporting growth
• Partner with Finance on demand forecasting, headcount planning, and investment justification
• Contribute to pricing, packaging, and service model evolution
• Manage strategic vendor relationships supporting service delivery
• Evaluate emerging platforms, tools, and partners for scalability, quality, and cost
• Partner with Procurement and Legal on selection, renewals, and negotiations

• Bachelor's degree and 10 years' experience in operations, digital services, or marketing services leadership (alternative: Master's plus 8 years, Ph.D. plus 5 years, or 14 years relevant experience)
• 5+ years in a people leadership role, including direct experience leading and developing other people leaders, not solely individual contributors
• Experience owning outcomes across multiple functions or service lines, not a single function
• Track record of taking initiative and driving outcomes
• Proven ability to hold teams accountable while building a culture people want to be part of
• Experience managing competing stakeholder priorities with limited resources
• Direct ownership of an operating budget or OPEX line, including resourcing decisions and cost management
• Hands-on experience with workflow automation, AI tools, or digital transformation initiatives.

Demonstrates strong leadership in operations and digital services, with a focus on driving outcomes, managing budgets, and fostering a culture of accountability and growth. Proficient in workflow automation and AI tools to enhance service delivery and operational efficiency.

• People Leadership
• Operational Strategy
• Workflow Automation
• Budget Management
• Stakeholder Management

• Operations Management
• Digital Services Leadership
• Performance Management
• Budgeting
• Process Improvement

• Initiative
• Accountability
• Collaboration
• Coaching
• Growth Mindset

• Service Delivery
• Dealer Outcomes
• Market Demand Assessment
• Vendor Management
• Stakeholder Alignment

• AI Tools
• Workflow Automation Tools
• Digital Transformation Initiatives