Manager, Central Operations

Kinetic•Costa Mesa, CA

About The Position

The Manager, Central Operations is a player-coach who leads the internal team that turns a signed Kinetic contract into a fully activated, accurately billed, and well-supported customer. This role owns the complete back-office fulfillment lifecycle for Kinetic Hub Service and Kinetic ID subscribers — from registration and account setup through onboarding, calibration scheduling coordination, bill auditing, discount administration, and invoicing. You will directly manage and develop the Central Operations team — Customer Experience & Operations Leads, Customer Success Development Specialists, and Customer Experience Service Advisors — and are accountable for team throughput, quality, and customer satisfaction across Kinetic's collision shop and dealership customer base. The ideal candidate is a doer, builder, and leader who can work alongside the team while running the day-to-day with precision and continuously improving the workflows, tools, and team capabilities that let Kinetic scale without proportional headcount growth.

Requirements

5+ years of experience in sales operations, revenue operations, B2B customer success, or customer fulfillment in a high-growth technology or SaaS company
2+ years of people management experience, with a track record of building and developing high-performing teams
Demonstrated experience owning or closely supporting billing, invoicing, or order-to-cash workflows in a B2B environment
Strong process orientation, with an ability to document, standardize, and improve multi-step operational workflows against tight deadlines time pressure
Experience with ERP, CRM and other systems of record (e.g., HubSpot, QuickBooks, NetSuite, Salesforce) and comfort learning new tools quickly
Strong analytical skills; comfortable building staffing/financial models and working with operational data and reporting tools
Excellent written and verbal communication skills; equally effective with customers and internal stakeholders
Comfort operating in a fast-paced, high-growth startup environment with shifting priorities and incomplete playbooks

Nice To Haves

Automotive, collision repair, ADAS calibration, glass, or insurance-carrier operations experience
Familiarity with SQL or data tooling for operational reporting
Exposure to insurance carrier partnerships and claims-adjacent workflows

Responsibilities

Own the end-to-end customer fulfillment lifecycle for all Kinetic Hub Service and Kinetic ID accounts: registration, account setup, onboarding, calibration scheduling and coordination, bill-accuracy review, discount confirmation, invoicing, and accounts-receivable follow-up
Audit customer-generated billing (eg, collision shop and dealership invoices to their own customers) to confirm accuracy and compliance with Kinetic program terms
Administer and validate Kinetic customer discounting, ensuring consistent and accurate application of contracted pricing across all accounts
Serve as the primary escalation point for B2B customer support issues across the team, ensuring timely and high-quality resolution
Build, document, and continuously improve standard operating procedures, SLAs, and quality benchmarks for all fulfillment and support workflows
Manage, coach, develop, and build the Central Operations team, setting clear performance expectations and quality-of-service targets in support of the team's performance and career growth
Track and report team KPIs — including onboarding cycle time, invoicing accuracy, scheduling fulfillment rate, and AR aging — to leadership on a regular cadence
Foster a culture of ownership, continuous improvement, and customer obsession
Identify and implement tooling, automation, and workflow improvements that increase the team's capacity ahead of customer growth
Partner with Sales, Finance, Product, and Hub Operations to surface issues, set up market launches, and improve the customer experience
Support new product and program initiatives with operational planning and customer enablement