At Rockefeller Philanthropy Advisors, we are looking for a Senior Specialist, Inside Delivery Operations to build and lead a centralized delivery experience for thousands of customers nationwide. You will shape scalable systems, lead a high-performing team, and ensure seamless coordination across internal functions, all while championing a customer-first mindset.
What You'll Do
- Design and document a centralized inside delivery model to support large-scale vehicle deliveries nationwide.
- Develop a standardized, scalable operations playbook for direct-to-consumer deliveries, ensuring consistency across key customer interactions.
- Hire, train, and lead a team of Inside Delivery Specialists guiding customers through every phase of the delivery process.
- Ensure a premium customer experience with real-time support on registration, trade-ins, financing, logistics, and vehicle readiness.
- Create and manage KPIs, dashboards, and operational performance metrics to drive continuous improvement.
- Collaborate cross-functionally with teams in delivery, transactions, funding, product, and customer experience.
- Design contingency protocols for delivery disruptions with a focus on efficiency and customer satisfaction.
- Leverage automation, digital tools, and training systems to optimize workflows and enhance customer experience.
- Act as a feedback loop between customers and internal teams to improve purchase and delivery processes.
- Maintain and continuously refine SOPs, documentation, and training guides based on feedback and operational evolution.
What We're Looking For
- Minimum 5 years of experience in delivery operations, customer experience, or sales operations.
- Proven ability to lead teams in fast-paced, customer-facing environments.
- Strong skills in system design, issue resolution, and cross-functional coordination.
- Highly organized and collaborative with a methodical approach to project execution and change management.
- Excellent verbal and written communication skills with the ability to simplify complex concepts.
- Passion for operational excellence and delivering best-in-class customer experiences.
Nice to Have
- Bachelor’s Degree preferred.
- Direct experience in high-volume, direct-to-consumer automotive delivery strongly preferred.
- Deep knowledge of digital-to-physical customer journeys within automotive operations.
- Experience using CRM tools, logistics systems, and process automation platforms.
Technical Stack
- CRM tools
- Logistics systems
- Process automation platforms
Team & Environment
You will lead a team of Inside Delivery Specialists, building and mentoring a high-performing group dedicated to operational excellence in a fast-growing, high-energy environment.
Benefits & Compensation
- Medical, dental, vision, and income protection insurance plans.
- 401(k) program with employer match and immediate vesting.
- Generous paid time off: 20 days planned PTO, 40 hours unplanned PTO, 14 company/floating holidays.
- Up to 16 weeks paid parental leave for all genders.
- Additional paid leave for bereavement, jury duty, voting, and military service.
- Annual performance bonus eligibility.
- Compensation range: $120,000 – $145,000 (national), $132,000 – $159,500 (California).
Work Mode
This is a remote position open to candidates located within the United States.
