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Operations Manager, Online DMV

2 months ago

Sparks Glencoe, United States Element Fleet Management Full time
Get started on an exciting career at Element

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

We are looking for Operations Manager, Online DMV to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference

Are you:
  • A Strong, dynamic leader that mentors, develops and guides team members.
  • Strong in the technical knowledge in Title and Registration
As the Operations Manager, Online DMV you will be responsible to seek out technologies and Best in Class processes to ensure Element is an industry Leader in the online DMV space. You will also be responsible to Provide leadership for Initial Title and Registration (ITR) team to ensure client needs are met while ensuring that the operational activities remain on time and within budget and driving value to clients by ensuring consistency in service delivery across ITR team

A Day in the Life

Strategic Leadership

•Identify risks and challenges in the Online DMV Environment; recommend actions to resolve.

•Develop best-in-class operating procedures that exceed client expectations.

•Establish a Total Quality Management system within the online DMV team to exceed Client Expectations.

•Develop Change Management plans that minimize disruption through program evolution.

•Leverage client needs and demands to inform the development of offerings.

•Drive maximum online DMV penetration for Element transactions

People and Performance Management

•Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution. Develop and monitor staff performance, ensuring consistency in service delivery.

•Implement compliance protocols to ensure the department operates within legal and client frameworks.

•Deliver business metrics monthly with root cause assessments for all variations against forecast.

•Provide coaching to Team Leaders while ensuring front line receive a twice monthly performance review.

•Prioritize daily workflow in a manner that beats Cycle Time targets and Vehicle Compliance goals.

•Establishes capacity requirements and maintains the headcount required to manage forecasted volumes.

Client Management

•Drive customer satisfaction by exceeding consistent client experience verified by NPS score.

•Partner with cross-functional teams and clients to manage and exceed customer expectations.

•Maintain a reputation for reliability by ensuring status updates on client requests are provided regularly and timely.

•Respond to escalations/CSIs in 48 hours and close with root cause preventative actions.

•Participate in regular performance meetings with clients, seeking feedback on performance and offering guidance to optimize the Title and Registration process.

Requirements
  • Bachelor's degree in Operations management, business administration or 3 - 5 years of equivalent experience
  • Experience with Title and Registration or Motor vehicle Administration, is preferred
  • Management/planning skills to manage staff and complete projects within established timeframes
  • Ability to operate in a rapidly changing environment with a sense of urgency, and to develop and deploy changes to positively impact service delivery
  • High degree of initiative and flexibility. Ability to lead through changes to the work environment volume, business processes, systems and other changes
  • Excellent interpersonal skills. Must be able to successfully interact multiple levels in the organization
  • Strong business acumen and ability to understand financial outcomes
  • Demonstrated project management and organizational skills.
  • Must be able to identify root causes to problems and develop solutions to eliminate recurrence. Must be able to analyze data, perform financial analysis and develop, monitor and adhere to budget requirements
  • Demonstrated experience in the development of efficient business processes; application of advanced problem solving skills; application of quality management skills including the development of quality and productivity measurements; and solid operations management, project leadership and personnel
  • Strong, dynamic leadership that mentors, develops and guides team members
  • Strong technical knowledge in Title and Registration
  • Consultative skills
LI-KT1

(This role is onsite- Mon- Friday in office)

What's in it for You

•A culture of innovation, empowerment, decision-making, and accountability

•Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness

•Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans' status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to or call

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