Operations Manager - Little Rock, AR

Vitu•Little Rock, AR

34d•$80,000 - $95,000

About The Position

We're looking for a proactive and detail-oriented Operations Manager to lead day-to-day activities and ensure smooth, compliant, and efficient operations in the fast-paced world of vehicle title and registration. The ideal candidate will be a seasoned leader with deep knowledge of state motor vehicle and registration and title requirements, dealer service excellence, and operational workflows across a state. This role plays a critical role in driving the success of operational activities across the state. The primary responsibility is to oversee business contracts, office facilities, customer support and account management team, compliance with DMV regulations, and, where necessary, audit and inventory management teams, ensuring the team is providing "white glove service" to dealers. The Manager ensures operational efficiency while continually seeking ways to enhance processes, systems, and procedures, contributing to organizational growth and system expansion. This role also involves overseeing teams, ensuring compliance with company policies, and maintaining adherence to applicable laws.

Requirements

3 - 5+ years of experience in title and registration operation management or related automotive/regulatory field, preferably in a SaaS or regulatory tech environment.
Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred).
Strong understanding of multi-state DMV processes, electronic title systems, and compliance procedures preferred.
Excellent communication, problem-solving, organizational, and project management skills. PMP certification is a plus.
Proficiency/understanding in relevant platforms (e.g., Dealertrack, CVR, VITU, TitleTec), CRM, ERP, or other business operations platforms (e.g., Salesforce, Jira, Zendesk).
High attention to detail and commitment to accuracy.
Strong analytical, leadership, and problem-solving skills.
Experience working with dealerships, fleet services, or third-party title processing companies preferred.
Familiarity with emerging industry trends like digital titles and e-signatures preferred.

Responsibilities

Oversee client installations and training, title processing, registration, renewals, and lien transactions within the state and, at times, across state lines.
Recruit, select, train, manage, and mentor a team of Title Clerks, local Customer Support and Account Management staff, delivering "white glove service" and ensuring franchise rooftops are visited every 30 - 45 days and other dealerships are called on the same cadence. Set job expectations, monitor performance, and coach. Hold 1:1's with direct reports to ensure excellent communication.
Serve as the primary point of contact Customer Support and Account Executives for resolving escalated issues, including application performance and customer service challenges. Work closely with internal teams to address customer feedback and enhance the overall experience. Communicate critical operational policies during department meetings, fostering alignment across the organization. Ensure dealer communications, issues, and action items are documented in HubSpot and utilized to drive dealer satisfaction, software improvement, and ensure best-in-class software solutions.
Coordinate across departments (e.g., product/R&D, Government Affairs, legal, etc.) to ensure compliance with jurisdictional titling, registration regulations, operational efficiencies, and software solution(s) improvement.
Grow and maintain relationships with the state motor vehicle ("DMV", "BMV", etc.), dealer association(s), as applicable, dealers, and internal teams, partnering to improve efficiency and improve client experience.
Provide data-based updates on team performance, SLA adherence, and customer satisfaction
Ensure compliance with local, state, and federal regulations, including dealer and DMV guidelines.
Maintain high standards of operational integrity and data security
Monitor Registration Processing Specialist and dealer errors, training internal and dealer teams to minimize recurrence.
Provide operational performance reports to senior management and collaborate closely with direct managers to ensure consistent execution of strategies. Act as a key stakeholder in improving the Vitu platform both at the state and national levels.
Optimize workflows, reduce turnaround time, and ensure accuracy in documentation and filings.
Monitor software performance metrics, troubleshoot workflow inefficiencies, and support continuous improvement initiatives
Implement process improvements and identify cost-saving opportunities
Develop, implement, and evaluate operational systems, procedures, and policies to ensure optimal workflow. Contribute to strategic plans by providing operations-related insights and recommendations. Implement productivity, quality, and customer service standards; resolve issues and identify emerging trends.
Participate in preparing annual budgets, forecasting operational requirements, and scheduling expenditures. Oversee staff levels, wages, and contract labor to align with revenue projections resulting in meeting or exceeding the "rule of 40."
Continuously analyze workflows and employee performance, making adjustments to enhance business operations. Ensure all operational activities comply with relevant laws and regulations, maintaining a safe and positive work environment.

Benefits

Healthcare Coverage for you and your family covering Medical, Dental & Vision
Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
Generous PTO
Pet Insurance
Retirement Planning
ID Theft Insurance
Life and Disability Insurance
Commuter Benefits
Accident & Hospital, Critical Illness Insurance
Tuition Reimbursement