Director of Partner Experience

Description

Kinetic Advantage is a dynamic independent floorplan company led by trusted industry veterans. Our core focus is helping our Independent Dealer customers and team members succeed while providing them with an exceptional and engaging user experience. We are committed to forging strong partnerships through transparent communication and simple, innovative solutions. We provide our customers and team members with the support and tools they need to grow throughout their journey.
 

Job Summary:
As the Director of Partner Experience, you will be responsible for leading and optimizing the day-to-day operations of Kinetic Advantage’s customer service functions, including call center operations, document handling and partner experience. Your role will be critical in ensuring outstanding customer and partner experience, developing strategies that improve efficiency, and driving operational excellence across multiple service channels.

You will work closely with internal stakeholders, including Risk, Operations, and Business Execution teams, to enhance customer retention, mitigate risk, and ensure seamless service delivery. Your leadership will inspire a culture of accountability, engagement, and continuous improvement across the Central Service team.

Strategic Leadership & Customer Experience

· Develop and execute customer service strategies that align with company goals to enhance the experience for auction, dealer, and internal customers.

· Implement customer-focused initiatives to optimize service delivery, reduce wait times, and improve response quality.

· Continuously refine CRM tracking and reporting in collaboration with Business Execution and Strategic Initiatives teams.

· Analyze customer feedback, identify trends, and implement process improvements to enhance service quality.

Operational Oversight

· Oversee daily operations of Central Service teams, ensuring efficiency in call center management and document processing.

· Manage key performance indicators (KPIs), including call volume, customer satisfaction scores, response times, and service accuracy.

· Ensure efficient workflow management, including resource allocation, call routing, and escalation procedures.

· Improve collateral audit processes to proactively identify and resolve potential risk issues.

Leadership & Team Management

· Lead, mentor, and develop a high-performing team, fostering accountability and continuous growth.

· Hire, train, and evaluate team members to maintain performance standards and drive professional development.

· Conduct coaching sessions and performance evaluations to ensure individual and team success.

Performance & Process Optimization

· Utilize analytics and reporting to assess service performance, identify challenges, and drive strategic decision-making.

· Establish performance metrics and hold team members accountable for meeting expectations.

Collaboration & Stakeholder Engagement

· Partner with Operations, Sales, Marketing, and Product Development to align service strategies with business goals.

· Communicate team performance insights and opportunities for improvement with senior leadership.

· Ensure customer service initiatives align with company objectives to enhance the overall dealer and partner experience.

· Perform other duties as assigned.

Education and Experience:

• Bachelor’s degree preferred
• 3+ years’ experience leading in a call center environment 
• 5+ years’ experience in sales, business development, marketing, or other applicable industry experience

 Requirements/Abilities: 

· Proven success as a customer champion and leader.

· Strong communication, leadership, and problem-solving skills.

· Ability to think strategically and creatively to drive improvements.

· Strong time management with the ability to meet deadlines.

· Ability to prioritize and delegate tasks effectively.

· Proficiency in technology: call center software, Microsoft Office Suite, and CRM systems.

· Capacity to perform in a fast-paced and high-pressure environment.

Physical Requirements: 

• Ability to sit at a desk and work on a computer for prolonged periods of time
• Must be able to communicate clearly
• Ability to operate computer and office equipment, maintain paper files, move about an office environment 
• Must be able to move objects up to 20 pounds
• While performing the duties of this job, the employee will, at times, be subject to outside environmental conditions
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards

This job description reflects the essential functions of this position but is subject to change at any time and does not restrict the tasks that may be assigned.
 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.