Job Type: Full Time
Job Location: Remote
Company: myKaarma

Company Overview:
myKaarma is a highly integrated team of people who strive to streamline and make the customer experience of Automotive Dealerships frictionless and touchless. We believe in the science of evolution while challenging the status quo is a fundamental part of our DNA. Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma’s solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners. 

Role Description: 


As Director of Field Implementation, you’ll serve as the leader of a critical vertical within our Operations Organization with direct oversight over all aspects of our Field Implementation and Remote Training efforts.  

 In following our TPS management framework, you will leverage Genchi Genbutsu and Kaizen philosophies (among others) to both manage and evolve our existing success model with acute focus on building an implementation team that is both customer centric and rooted in a “lead from the front” mentality.

 In doing so, your ultimate objective will be to ensure new customer accounts are prepared and equipped to successfully launch myKaarma’s suite of SLT tools measured by post-activation product utilization and direct customer feedback in the form of a standard NPS survey.

 This role reports directly into our VP, Operations and is expected to also work closely with our Chief Operating Officer, as well as, other key stakeholders across our Operations Organization.

 As the leader of myKaarma’s Field and Remote Training efforts, this role will have direct reports to include a Training Coordinator, a Field Implementation team comprised of industry veterans installing our digital MPI platform across our dealer base, and a Remote Training team tasked with virtually training new customers on our remaining suite of products.

Ultimately, we look forward to speaking with you if your approach and mindset align with the following Q&A sample:

myKaarma: Briefly describe the core elements in consideration when constructing a class-leading training organization.

Ideal Candidate: The primary focus is centered around best positioning our customers for success; what are their core objectives, what do they see as operational opportunities, how would they define good? That understanding enables us to develop an approach & curriculum that’s in alignment with customer expectations. From there, we consider process efficiencies, cost effectiveness, operational frameworks – all rooted in detailed execution, accountability, and ongoing improvements.

 This role will be responsible for the following:

 Leadership of a US-based remote implementation team which provides both onsite and remote instruction to our automotive dealer customers

• Process development and implementation across the various teams to best support our customers and business objectives. 
• Scheduling of our onsite and remote engagements to ensure timely delivery of our products and maintaining staffing levels inline with delivery objectives
• Serve as lead liaison to the Product Team in ensuring product & feature sets align with front line application

 Additionally, you will meet the following needs:

• The execution of established SOPs with a continued focus on identifying process improvement initiatives & varying success models based on business needs & market trends. May be tasked with larger transformation efforts 
  
•  Serve as a key stakeholder in managing the contract to cash cycle as it relates to all field implementation and remote training efforts. Ensure revenue recognition is in line with established objectives.
• Measure project performance and establish KPIs for both Field and Remote Implementation teams.  Develop and implement correctives measures if said KPIs are not being attained

• Collaborate closely  with the Deployment, Customer Engagement, Product and Executive teams to ensure that broad needs are identified and responded to in a timely manner
• Work closely with the VP of Operations to ensure our field and remote efforts are adequately staffed and within budget

• Communicate effectively via voice and written communication and be a knowledgeable internal advocate  to aid the constant improvement of our overall training process
• Stay up to date and informed on product changes to maintain “expert” level knowledge of our software tools.  Ensure changes are shared and understood by the broader team
• Participation in up 25% of in-field implementation efforts to provide ongoing coaching & to identify areas of improvement as it relates to process framework, personnel, and overall customer readiness

Skills and Qualifications:

• Minimum 10 years of overall experience with 5+ years leading both in field & remote training within the automotive SaaS space; prior experience training dealer fixed operations personnel

• Demonstrated track record as chief architect of a training curriculum with proven success in both implementation, execution,  and resulting KPIs

• Expertise in remote workforce management and staffing across various models, ideally represented by a track record of building & effectively managing top-performing teams across changing business landscapes

• Experience in all aspects of the automotive fixed operations space with a strong understanding of the Service Lane Technology (SLT) landscape to include, not not limited to, digital MPI platforms, tablet check-in tools, and additional service offerings rooted in advanced technologies & 3rd party integrations

• Demonstrated track record in implementing performance-oriented strategies via Kaizen and PDCA efforts resulting in meeting/exceeding performance targets 

• Process focused with a disciplined approach resulting in consistent, high-performing teams rooted in detailed execution & a common goal of driving customer success

• Strong collaborator and communicator who can partner cross functionally, create alignment and help drive results on initiatives and projects

• Adept at learning/absorbing new technologies in a constantly changing environment

• Proven track record in achieving established company objectives through implementation of strategic initiatives and value-added change

• Ability to think strategically and innovatively

• Experience with executive-level stakeholders 

• Familiarity with TPS (Toyota Production System) management philosophy and core principles; preferred, not required

• Proficient in Google suite of products; preferred, not required 

We Offer:

• A casual, flexible working environment where we encourage values like “Active Dissent” with a highly aligned-loosely coupled organization that consistently achieves disproportionate results by using data driven decision making.
• We offer  a mix of office/work-from-home with a core focus on “getting the job done!”
• Paid medical/dental/vision/life/disability benefits
• Unlimited vacation time (subject to some practical constraints)
• Gym membership allowance
• Unlimited snacks (in the office)