Manager, Dealer Support

eBay

6d•Onsite

About The Position

Caramel, now part of eBay, is a fast-growing auto tech business transforming how independent dealers and private parties buy and sell vehicles. Our team sits at the heart of the dealer experience, running the operational engine that powers seamless transactions and financing for our dealer partners and their buyers. The Manager, Dealer Support is a hands-on “player-coach” who leads our Dealer Care and Finance Care teams, ensuring smooth day-to-day operations while continuously improving how we work. This role requires managing a unit composed of Operations Support Specialists and Finance Support members. You will partner with Dealer Account Executives and different collaborators. You will play a meaningful role in improving dealer happiness, accelerating funding, and driving business growth.

Requirements

4+ years of experience in operations support, customer operations, or dealer/F&I operations, including 2+ years in a team lead or people manager role, preferably in automotive, finance, or tech environments.
A hands-on, “player-coach” leadership style with a track record of learning processes end-to-end, jumping into the work when needed, and guiding teams through change in a fast-paced setting.
Demonstrated expertise with complex operational workflows and tools, including proficiency with Microsoft Office, CRM systems, and electronic document management platforms such as DocuSign or similar.
Experience with consumer or dealer finance processing, including applications, decisioning, funding, and lender interactions, and comfort leading teams that operate in this environment.
Strong organizational skills with the ability to manage multiple queues, priorities, and service levels while maintaining high standards of quality, accuracy, and compliance.
Excellent verbal and written communication and relationship-building skills, with a history of fostering inclusive, collaborative team cultures and effectively partnering with dealers, buyers, lenders, and cross-functional stakeholders.

Responsibilities

Build, lead, and develop a high-performing team passionate about Dealer Assistance and Financial Services.
Set clear expectations and provide ongoing mentoring and training to ensure consistency, accuracy, and excellent experiences for dealers and buyers.
Develop expertise in all dealer support and finance workflows.
Handle complex or time-sensitive transactions to complete them on time.
Demonstrate standard methodologies for the team.
Oversee end-to-end dealer transaction and finance application management, from document collection and DocuSign processing through submission to lenders, to improve turnaround times and minimize rework or delays.
Monitor lender funding pipelines and deal status.
Proactively resolve outstanding items by collaborating with dealerships, purchasers, and internal partners to keep funding on track.
Own and refine quality and risk standards for documents, titles, sales reviews, and post-purchase blocking issues, including DMV and lending questions. This reduces errors and protects compliance. It also improves customer outcomes.
Analyze operational metrics (such as SLAs, turnaround times, error rates, and dealer satisfaction trends) to identify bottlenecks and lead process improvements, tool enhancements, and SOP updates that scale with business growth.