• Provide daily direction and communication to leadership team and employees • Oversee daily operations, including scheduling, performance, and escalations • Appropriately distribute workload and oversee larger team member projects • Evaluate and improve the efficiency of processes to maximize speed and quality • Develop and deploy strategies to maintain a high level of retention • Create and maintain talking points focused on bringing value to each dealer interaction • Manage training plan for onboarding new hires and ongoing professional development • Provide effective performance feedback for employees on a regular basis, including 1:1s, reviews, rewards, and disciplinary action • Step in as final escalation point in order to resolve client issues and escalations • Manage the preparation and maintenance of weekly reporting • Manage staffing needs to ensure appropriate coverage • Ensure employees are meeting KPIs and the department is achieving quarterly goals