Career Opportunity
Manager, Product Operations

DMT is seeking an experienced professional for the position of Manager, Product Operations (“MPO”). The MPO will be responsible for managing, growing, and providing direction to the Product Operations teams; overseeing the day-today operational and tactical activities. With similar attributes as a call centre, the Product Operations teams interact with customers through online conversations and ensure the quality of online enquiries. They support customer queries and connect those customers to dealerships for further information during the vehicle purchase cycle.

Reporting to the Director, Product Management, you will gain familiarity with the Automotive Industry and online lead management. In support of DMT’s rapid expansion, you will establish and support key differentiators in DMT’s industry disruptive lead management tools and philosophies. Your attention to detail, strive for excellence and leadership skills will not only ensure our continually growing teams meet their objectives in supporting our dealer network clientele, but also identify opportunities enhance DMT’s products and operational efficiencies.

If you are interested in getting on the ground level of a growing company, having an impact on our business and clients’ businesses, and care for staff, this position might be for you. 

The position involves…

  • Managing a 24/7 distributed online service centre
  • Developing and expanding the Online Receptionist team, allowing it to support customers across the globe
  • Establishing and growing best practices in approaches for effective online conversations, and quality controls
  • Converting inquiries to online interactions for the dealerships
  • Ensuring the highest quality of delivery
  • Developing and monitoring Key Performance Indicators (KPIs)
  • Tracking financial KPIs and working to improve them
  • Establishing and/or enhancing metrics to ensure that the effort being measured supports the goals of the organization
  • Using metrics to support data driven decisions for operational efficiencies
  • Establishing and reviewing industry trends and benchmarks
  • Providing constant coaching and mentoring to team members
  • Conducting staff performance and salary reviews
  • Onboarding new employees
  • Overseeing the team schedule and timesheets, managing day-to-day operational responsibilities
  • Working closely with several teams, including Business Analysts, Client Services, Trainers, Sales Personnel, and Executive Management
  • Staff interviewing and recruitment
  • Managing continual improvement and evolution

Our ideal candidate…

  • Possesses 5+ years of operations management
    • Large or growing contact centre experience an asset
  • Is detail oriented, has strong analytical skills and is a critical thinker
  • Has strong leadership, team building and coaching skills including mentoring managers
  • Strives for excellence and perfection
  • Performs well under pressure
  • Possesses a strong customer focus and results oriented personality
  • Leverages superior interpersonal and customer service skills to effectively build relationships
  • Is an excellent communicator with ability to convey messages in an organized, clear and effective manner
  • Is creative and loves to inject new ideas and continuous improvement into their teams
  • Is a team player
  • Possesses strong time and self-management skills, is a self-starter
  • Has a high propensity to learn, a love of technology, and an ability to excel in a fast paced work environment
  • Goes beyond job requirements to seek opportunities and generate ideas for improvements
  • Is fluent in both English and French (verbal and written)
  • Proven technical knowledge is an asset – ability to interact with development teams and business analysts
  • Possesses strong computer skills and proficient in the Microsoft Office Suite and Excel in particular
  • Has strong reporting skills including determining the types of reports required as well as the ability to create reports

If you are ready for the challenge, please forward your resume to hr@dmt.global. You can make a difference at DMT!

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