Hitch Program Operations Specialist

U-Haul•Phoenix, AZ

3d•Onsite

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, carries out changes within assigned authority, and measures results. Independence and decision-making authority increase as processes are established and sound judgment is demonstrated. The Specialist is expected to use initiative and sound judgment to manage routine work, resolve issues, and implement improvements within established processes and agreed-upon guidelines. Authority expands with demonstrated judgment and experience, allowing routine decisions without case-by-case approval. Strategic program decisions, final product category choices, vendor relationships, and all software changes require final approval by the Program Manager. Pricing implementation follows approved pricing decisions. The Specialist communicates significant actions, documents outcomes, and escalates decisions outside assigned authority or with material program impact. The Specialist is accountable for accurate execution, follow-through, and measurement of assigned work. The Program Manager retains overall program accountability and provides direction, support, and oversight. The position is based at 20 E Thomas Rd, Phoenix, Arizona. Applicants must be legally authorized to work in the United States and must not require employer sponsorship.

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.
Legally authorized to work in the United States without requiring employer sponsorship.

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 and coordinate gondola transitions with Purchasing, Inventory, and field teams; track completion.
Recommend improvements to product presentation and space utilization, and incorporate 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; recommend improvements to the Program Manager.
Coordinate issue tracking, testing, and verification with Software Development; 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, and 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 the results of changes and recommend adjustments.
Communicate significant actions, document outcomes, and escalate decisions outside assigned authority or with material program impact.
Ensure accurate execution, follow-through, and measurement of assigned work.

Benefits

Medical insurance and 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 and WeightWatchers®.
CVS Virtual Care and a 24-Hour Nurse Line.
Wellness Program, including Healthier You initiatives and challenges.
Mindset App Reimbursement.
Pet Insurance and Wellness plans.
Career stability and opportunities for advancement.
Valuable on-the-job training.
Tuition Reimbursement Program and 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 and voluntary life insurance options.
Short-Term and Long-Term Disability.
Critical Illness, Accident, and 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 with paid maternity leave.