Job description
TrueCar is a leading automotive digital marketplace, and we are on a mission to make car buying and selling easy, transparent, and efficient. We work to empower consumers with data and foster connections with our network of Certified Dealers who share our belief that truth, transparency, and fairness are the foundation of a great experience. We forge partnerships to power car-buying programs for some of America’s most trusted brands. And we continually innovate to provide useful tools, research, market context, and pricing transparency to help consumers feel empowered and confident throughout their journey.
As consumers’ priorities and shopping habits shifted, so did we. We are building a modern-day marketplace and invite you to join the TrueCar Crew. You can have a real and direct impact on our journey as we continue to evolve and revolutionize the car-buying and selling experience.
The Opportunity:
We are looking for a strategic and detail-oriented e-commerce Order Management Analyst to lead the TrueCar+ order management function and oversee the end-to-end order lifecycle. Reporting to the Director of Consumer & Dealer Experience, you will be responsible for driving operational excellence, starting as an individual contributor and then ultimately managing a team, interfacing with cross-functional stakeholders while ensuring order fulfillment aligns with company goals and customer expectations. This role requires a strong focus on order analysis to ensure operational efficiency, forecast demand, identify bottlenecks, and enhance customer satisfaction.
You’ll need a balance of hands-on order management expertise, process optimization, data-driven decision-making, strong analytics and reporting capability, and leadership.
How you will contribute to TrueCar’s success:
- Strategic Leadership & Oversight: Lead and oversee the e-commerce order management function, serving as the subject matter expert for systems, policies, and processes. Collaborate cross-functionally with Product, Operations, Support, Engineering, and third-party vendors to streamline the order-to-fulfillment process and resolve operational roadblocks.
- Process Optimization & System Enhancement: Develop, implement, and optimize order management workflows, Standard Operating Procedures (SOPs), and best practices. Lead or support system enhancements, User Acceptance Testing (UAT), integrations, and digital transformation initiatives related to ERP and CRM platforms.
- Performance Monitoring & Analysis: Own and track key performance indicators (KPIs) related to order accuracy, fulfillment lead times, backlog, and customer satisfaction. Monitor order patterns for anomalies and trends, analyze order cycle times to identify and address delays, and analyze order accuracy rates and exceptions to implement systemic fixes. Define and track metrics like Order Fill Rate and Perfect Order Rate, creating automated dashboards for executive decision-making.
- Issue Resolution & Customer Experience: Manage escalations and complex order scenarios, including financial issues, dealership support, technical support, last-mile delivery, titling and registration, and special customer requests. Analyze service level agreement (SLA) adherence and order-related complaints to provide insights that improve customer experience.
- Data-Driven Insights & Reporting: Develop and integrate real-time and historical order data into forecasting models, supporting sales and inventory planning. Provide regular reporting and strategic insights to senior leadership on order trends, operational bottlenecks, revenue implications, and cost-benefit analyses for system/process upgrades.
- Mentorship & Development: Mentor and develop junior analysts or coordinators, fostering a culture of accountability and continuous improvement.
Your Expertise:
- Demonstrated success in order management, supply chain operations, or sales operations, with experience in a leadership or supervisory role.
- Proven experience in a fast-paced, high-volume manufacturing, retail, or e-commerce environment.
- Advanced proficiency in ERP systems (e.g., SAP, Oracle, NetSuite) and CRM tools (e.g., Salesforce).
- Strong analytical and problem-solving skills; ability to derive insights from data and act strategically.
- Proficiency in data visualization or BI tools (e.g., Tableau, Power BI).
- Excellent communication and stakeholder management skills.
- Experience working in a complex B2B and B2C environment is preferred.
- Familiarity with auto-industry trade terms, operations, compliance, and logistics coordination is preferred.
- Project management experience is preferred.
- Experience leading process improvement initiatives (e.g., Lean, Six Sigma, Agile methodologies) is preferred.
Base salary range: $80,000 - $90,000
Your TrueCar Experience
At TrueCar, we champion remote work because we know great work can happen anywhere. This flexibility allows our TrueCar Crew to live and work from anywhere in the U.S. (with some role-based exceptions). To support our remote team, we provide a home office setup that suits their needs and offer monthly reimbursements for phone and internet connectivity.
You will receive excellent benefits that include, but are not limited to, 100% employer-paid health, vision, and dental premiums; a 401(k) plan with company contributions; equity; a wellness reimbursement account; and learning & development reimbursement opportunities. We also understand the importance of recharging, so we offer flexible PTO for exempt TrueCar Crew Members and a generous PTO accrual policy for non-exempt TrueCar Crew Members, in addition to 14 company-paid holidays and 2 floating holidays. In short, we care deeply about our Crew Members and have designed employee-centric programs that reflect this.
At TrueCar, we believe in the power of diversity to create a deeper understanding of our consumers and partners, driving innovation in our products. We welcome a workforce that reflects the diversity of car-buying consumers and encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other characteristic protected by applicable law. We will consider qualified applicants with arrest and conviction records in accordance with applicable law. Additionally, TrueCar will provide reasonable accommodations for qualified individuals with disabilities.
TrueCar does not accept unsolicited agency submissions.
If you are based in California, we encourage you to read this important information for California residents linkedhere.
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