Manager, Central Operations

Job Description

Job Description

About Us

ADESA, a Carvana-owned company, currently operates in over 50 locations throughout the US. Our auto auctions some up to 200 acres, provide a wide array of vehicle services including repair, reconditioning, and auction remarketing, and many of our sites serve as market hub distribution centers. Our inventory comprises hundreds of thousands of vehicles across North America from retail to commercial, OEM & more.

We work in a service industry and embrace a "we" versus "I" culture – help others, and they will help you. Our industry is fun, fast-paced, and competitive – and filled with the best people who are passionate about what they do.

We're excited about the future! As an industry leader, ADESA is poised for a multi-year expansion including huge investments in facilities, massive sales growth, and an ever-increasing inventory of vehicles! We are looking for great people who want to take this journey with us!

Role and Team

As a Central Operations Manager at ADESA, you will play a crucial role in leading a team of a group of dedicated professionals who are passionate about delivering an industry-leading customer experience. This pivotal position requires a dynamic leader with excellent communication skills, a passion for customer satisfaction, and the ability to motivate and inspire a team of customer service representatives and leaders.

Responsibilities

• Lead, develop, and inspire a team of Customer Advocates, Team Leads, and people leaders to deliver an exceptional customer experience while fostering a culture of accountability, collaboration, and continuous improvement.
• Own the day-to-day performance of the Central Operations team, ensuring service levels, quality, productivity, and customer experience goals are consistently achieved.
• Design, implement, and continuously improve operational processes that enhance efficiency, scalability, and the customer and advocate experience.
• Translate business objectives into clear operational plans by defining success metrics, establishing ownership, and driving execution across the organization.
• Identify operational challenges through data, customer feedback, and frontline insights, and develop scalable solutions that improve business outcomes.
• Partner cross-functionally with Product, Engineering, Analytics, Workforce Management, Training, and Operations teams to implement process improvements and support new initiatives.
• Develop leaders by establishing clear ownership, accountability, and decision-making within the organization, enabling Team Leads and managers to successfully lead their areas of responsibility.
• Establish, monitor, and improve key performance indicators (KPIs) to drive operational performance, customer satisfaction, and continuous improvement.
• Analyze customer interactions, operational trends, and business metrics to identify opportunities for improvement and proactively address emerging issues.
• Build and maintain strong relationships with internal stakeholders to ensure alignment on priorities, operational readiness, and customer experience initiatives.
• Lead change management efforts for new processes, systems, and organizational initiatives, ensuring successful adoption across the team.
• Recruit, coach, develop, and retain high-performing team members through regular feedback, performance management, career development, and succession planning.
• Foster a positive, inclusive, and collaborative team culture that encourages ownership, innovation, and professional growth.
• Drive accountability through execution of day-to-day operations,

Qualifications

• Bachelor's degree in business administration or related field preferred
• High school diploma or equivalent required
• Minimum 7 years of operations or customer service experience
• Minimum 4 years of leadership/supervisory experience
• Excellent verbal and written communication skills
• Proven ability to multitask while maintaining attention to detail
• Commitment to delivering excellent customer experiences
• Experience in process improvement and optimization
• Proven ability to manage deliverables and metrics against aggressive targets and timelines
• Proficiency with computer systems and applications

ADESA Benefits and Perks

Competitive Pay | Quality Benefits | Holiday and Paid Time Off | Education and Equipment Reimbursement Programs | Matching 401(k) | Career Path Opportunities | And More!

Other Requirements

To be able to do your job at ADESA, you must be able to read, write, speak, and understand English. Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal Stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

ADESA is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. ADESA also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.