Operations Manager, Dealer Services

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About the team and the role:

Caramel, an eBay company, is a fast-growing auto tech business redefining how independent dealers and private parties complete car sales. It streamlines funding, paperwork, and motor vehicle department processes to deliver faster, safer transactions across the US.

Many independent dealers struggle to access modern tools and support to confidently complete multiple types of car sales; Caramel empowers them with best-in-class F&I partners, the ability to skip time-consuming administrative tasks, a safe way to transact with consumers nationwide, and access to auto experts to support every deal.

As part of our dealer channel expansion, the Operations Manager, Dealer Services will be a key partner to the Head of Dealer Services and the broader dealer-facing organization, owning operational programs that enhance how we acquire, activate, and support independent dealers nationwide. This individual-contributor role leads through influence by collaborating with Dealer Activation, Dealer Account Executives, Product Development, Marketing, Risk Management, financial management, and operational teams. They work together to develop and refine processes. They improve data quality and reporting. They also drive cross-functional execution. The goal is to keep dealer sales and activation motions consistent, scalable, and measurable. This is a home-based role that includes traveling to join team working sessions and participate in conferences when necessary.

Schedule: Monday - Friday ; 9AM - 5PM

What you will accomplish:

• Lead high-impact operational programs for Dealer Services, including dealer onboarding journeys, activation playbooks, and retention programs. Lead these programs from prioritisation through execution, measurement, and ongoing improvement to increase dealer adoption and repeat usage.

• Translate dealer strategy and quarterly goals into clear operating plans, timelines, and dashboards alongside the leader of Dealer Services, giving the team insight into dealer acquisition, activation, and ongoing performance.

• Optimize CRM, call tracking, lead routing, and workflow tools to strengthen data hygiene, pipeline visibility, forecasting accuracy, and conversion across the dealer funnel.

• Standardize, document, and drive adoption of end-to-end dealer processes—from initial outreach through financing, documentation, and DMV/title completion—ensuring consistent, high-quality execution by dealer-facing teams.

• Build and maintain reporting and analytics for key dealer metrics (including sign-ups, activations, volume, win/loss, and re-engagement), surfacing insights and recommendations that help prioritize efforts and improve dealer outcomes.

• Coordinate and lead initiatives across Product, Marketing, Risk, Finance, and Operations. Focus on streamlining workflows and supporting product or policy launches in the dealer channel. Resolve operational issues, including delayed funding, title/DMV bottlenecks, and tooling gaps, through detailed investigation of underlying causes and planning actions.

What you will bring:

• 5–7+ years of experience in operations, revenue/sales operations, program management, or business operations in a B2B environment, with experience in automotive, auto finance, dealership, or related settings preferred but not required.

• Demonstrated strength in project and program management, including scoping, planning, partner alignment, risk management, and on-time delivery of complex, cross-functional initiatives in a fast-paced environment.

• Consistent track record to build and improve processes, implement or optimize CRM-driven workflows, and use data, dashboards, and operational reporting to drive performance, accountability, and continuous improvement for go-to-market teams.

• Strong analytical and problem-structuring skills, with experience defining metrics, conducting root-cause analysis, and translating complex data into clear, actionable insights for senior leaders and frontline teams.

• Strong communication and collaboration skills across functions. Can influence without formal authority and work effectively with Sales, Marketing, Product, Operations, and external dealer partners in a remote setting. Willingness to travel for team meet-ups as needed.

• Candidates should have proficiency with CRM software and efficiency tools, including Microsoft Office or Google Workspace. Advanced skills in Excel or Google Sheets, such as pivot tables, lookups, data validation, and operational trackers, are crucial. A bachelor’s degree or equivalent experience is required.

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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