Hitch Program Operations Specialist

U-Haul•Phoenix, AZ

About The Position

The Hitch Program Operations Specialist manages established operational processes and helps improve U-Haul’s Hitch & Towing Accessories Program. The role supports retail merchandising, stocking levels, reservation platforms, pricing implementation, and field communications to improve product availability and the customer experience. Working with the Program Manager and teams in Inventory, Purchasing, Art, Software Development, and the field, the Specialist identifies opportunities, recommends solutions, implements changes within assigned authority, and measures results. Independence and decision-making authority increase as processes are established and sound judgment is demonstrated. The Specialist manages routine work and issues within agreed-upon guidelines, documents significant actions and outcomes, and escalates matters outside their authority or with material program impact. The Program Manager retains overall program accountability and approves strategic program decisions, final product category choices, vendor relationships, and software changes.

Requirements

Experience in retail operations, merchandising, inventory management, or related operational support.
Strong analytical and organizational skills.
Proficiency with Microsoft Excel and ability to interpret reports.
Ability to create planograms and supporting documentation.
Clear written and verbal communication skills.
Ability to coordinate projects across departments and manage competing priorities.
Attention to detail in pricing, inventory, and product information.
Demonstrated initiative, sound judgment, and independent problem-solving.

Nice To Haves

Familiarity with Visio or comparable tools.
Knowledge of U-Haul’s Hitch & Towing Accessories Program.
Ability to learn proprietary systems.

Responsibilities

Analyze accessory sales and customer purchasing trends to maintain appropriate center product assortments within approved categories.
Create and maintain planograms, product displays, and supporting field documentation; coordinate signage and materials with Art.
Gather ordering information, coordinate gondola transitions with Purchasing, Inventory, and field teams, and track completion.
Recommend improvements to product presentation and space utilization, incorporating approved product introductions and discontinuations.
Maintain center hitch and towing accessory stocking levels, including Hitch & Wiring Stocking Levels, within established guidelines.
Evaluate field requests using sales history, demand, and availability; implement authorized adjustments and coordinate with Inventory and Purchasing.
Monitor shortages, excess inventory, and sales trends; recommend stocking improvements and measure their effect on availability and inventory efficiency.
Review hitch reservation platforms, including CSF and UHaul.com, for accuracy, usability, product selection, and availability.
Document reservation obstacles and missed sales opportunities and recommend improvements to the Program Manager.
Coordinate issue tracking, testing, and verification with Software Development, and evaluate results after approved changes.
Coordinate implementation of approved U.S. and Canadian retail pricing changes and maintain implementation records.
Verify pricing accuracy across applicable systems and customer-facing platforms; correct documented discrepancies to approved values within assigned authority.
Support new product pricing and vendor cost updates; recommend improvements to pricing maintenance and provide analysis for future pricing decisions.
Guide field teams on hitch products, stocking levels, merchandising, ordering procedures, and program policies.
Prepare and distribute communications about approved product, inventory, pricing, merchandising, procedural, and software updates.
Maintain program reference materials; identify recurring questions and develop clearer guidance or process improvements.
Review sales, inventory, reservation, and operational reports to identify trends and improvement opportunities.
Track assigned initiatives and coordinate completion across departments; communicate progress, significant changes, and results.
Work with the Program Manager to establish KPIs, baselines, and appropriate targets for assigned responsibilities and initiatives.
Measure results of changes and recommend adjustments.

Benefits

Medical insurance
Prescription drug plans
Dental and vision plan with hearing care discounts
Onsite medical clinic for team members and eligible family members
Indoor fitness gym at the Midtown Phoenix campus
Get Fit Gym Reimbursement Program
Registered Dietitian Program
WeightWatchers®
CVS Virtual Care
U-Haul Kids Program
24-Hour Nurse Line
Wellness Program
Mindset App Reimbursement
Pet Insurance & Wellness plans
Career stability
Opportunities for advancement
On-the-job training
Tuition Reimbursement Program
Free online courses for personal and professional development at U-Haul University®
401(k) Savings Plan
Employee Stock Ownership Plan (ESOP)
Company-paid life insurance
Voluntary life insurance options
Short-Term and Long-Term Disability
Critical Illness, Accident & Hospital Indemnity plans
Business and business travel insurance
MetLaw Legal Program
MetLife Auto & Home Insurance
LifeLock Identity Theft Protection
Dave Ramsey’s SmartDollar® Financial Wellness Program
U-Haul Federal Credit Union
Paid holidays, vacation, and sick time
You Matter Employee Assistance Program (EAP)
Discounts on cell phone plans, hotels, computers, vehicles, and more
Community involvement and volunteer opportunities
U-Haul Mothers Program (paid maternity leave)