Urgent Hiring || Manager-Special Projects || CARS24

Job Summary:

The Manager-Special Projects will play a crucial role in driving special projects aimed at optimizing customer experience, operational efficiency, and service quality. This role involves a blend of operational management and strategic business oversight, with a focus on implementing innovative, customer-centric solutions. You will work on a variety of initiatives that align with the company's mission of offering seamless, high-quality auto maintenance services. The ideal candidate thrives in a fast-paced, entrepreneurial environment, is passionate about new technologies, and enjoys solving complex problems.

Additionally, the Manager-Special Projects will be responsible for building and managing a flexible freelancer model for operations. This model will enable scalability and agility, ensuring that the company can meet fluctuating demand while maintaining service quality.

Key Responsibilities:

• Special Project Development & Execution:

○ Lead the planning, execution, and management of high-impact special projects focused on enhancing customer convenience and service quality.

○ Identify and prioritize strategic initiatives that align with business goals and customer needs, such as streamlining service delivery, introducing new technologies, or improving customer interactions.

○ Coordinate with cross-functional teams to ensure the successful delivery of projects, from concept to implementation.

• Customer-Centric Innovations:

○ Develop and implement solutions that increase customer satisfaction, loyalty, and convenience, leveraging technology to improve service accessibility, communication, and experience.

○ Analyze customer feedback, behavior, and industry trends to identify areas for improvement and innovation.

○ Create and pilot new service offerings or operational models that directly address pain points and enhance the customer journey.

• Operations Optimization & Process Improvement:

○ Collaborate with internal teams to optimize operational processes, ensuring scalability, efficiency, and quality control.

○ Monitor ongoing projects, providing regular updates on timelines, resources, and outcomes.

○ Design and implement KPIs to track the success of new initiatives and ensure they are meeting performance standards.

• Business Strategy & Impact:

○ Work closely with senior leadership to identify new business opportunities, revenue streams, and growth initiatives that maximize customer value and profitability.

○ Analyze market trends, competitive landscape, and customer needs to recommend strategic initiatives for business growth.

○ Develop business cases and financial models to assess the feasibility and impact of potential projects.

• Team Collaboration & Cross-Functional Leadership:

○ Lead and collaborate with diverse teams (e.g., tech, operations, customer service, marketing) to ensure alignment on project objectives and smooth execution.

○ Facilitate brainstorming sessions, workshops, and team meetings to encourage creative solutions and identify new opportunities for improvement.

○ Support the recruitment, training, and development of talent for special projects, ensuring team members are equipped to succeed.

• Freelancer Model Development & Management:

○ Design and implement a flexible freelancer model to support operational needs and ensure the ability to scale with demand fluctuations.

○ Identify key operational areas where freelancers can be integrated, such as mobile service technicians, customer support, or logistics.

○ Recruit, onboard, and manage a pool of qualified freelance professionals to ensure high-quality, on-demand services.

○ Develop training materials and ensure freelancers receive the necessary tools, resources, and support to maintain consistent service quality.

○ Build and manage processes for freelancer performance tracking, including metrics for quality, timeliness, and customer satisfaction.

○ Establish compensation and incentive structures for freelancers, ensuring they align with company standards while maintaining flexibility.

○ Create a seamless integration model between full-time employees and freelancers to maintain operational efficiency, communication, and cohesion.

• Data-Driven Decision Making:

○ Utilize data analytics tools and techniques to evaluate project outcomes and make informed decisions about future initiatives.

○ Regularly assess project performance, using metrics to ensure objectives are met and adjusting plans as necessary.

• Problem-Solving & Adaptability:

○ Take ownership of complex, undefined challenges and drive solutions through creative thinking and collaboration.

○ Thrive in a rapidly changing environment, handling multiple tasks and shifting priorities with ease.

○ Navigate ambiguity and pivot quickly in response to new information, feedback, or market conditions.

• Vendor & Partner Management:

○ Identify, negotiate, and manage relationships with external vendors, technology providers, and business partners to support project initiatives.

○ Ensure third-party partners deliver on commitments, meeting quality standards and timelines.

Qualifications:

• Bachelor's degree or MBA in Operations Management, Engineering, or a related field (MBA or related advanced degree preferred).
• 7+ years of experience in operations, business management, or project management, preferably in a tech-enabled or service-driven industry.
• Proven experience in developing and scaling operational models, including managing flexible workforce models like freelancers.
• Strong project management experience, with a proven ability to lead complex projects from inception to completion.
• Experience in developing and launching innovative solutions that drive customer satisfaction and business growth.
• Ability to work in a fast-paced, dynamic environment with a passion for tackling new challenges and problem-solving.
• Strong understanding of customer experience strategies and operational best practices.
• Excellent communication, leadership, and interpersonal skills, with the ability to collaborate across teams and influence stakeholders.
• Proficiency in using project management tools, data analytics, and CRM systems.
• Analytical mindset with the ability to make data-driven decisions and measure success through KPIs and metrics.