VP Sales & Service
- Own and scale the digital-first sales funnel, from lead generation to final vehicle delivery.
- Lead the optimization of e-commerce and digital conversion strategies to drive volume and margin.
- Define strategies that support sales and revenue goals.
- Collaborate with Product and Marketing to align messaging, UX, and customer journeys.
- Develop and manage sales forecasts, KPIs, and performance dashboards.
- Lead the customer support organization across all channels (chat, phone, digital).
- Design and implement scalable service delivery models to support high NPS and retention.
- Partner with Product and Ops to reduce friction across the customer lifecycle.
- Own escalation management and continuous improvement initiatives in service quality.
- Ensure customer communication is clear, consistent, and brand-aligned across all touchpoints.
- Build and lead a high-performing analytics function to support data-driven decision making.
- Develop a unified data strategy that brings together customer behavior, sales, and service metrics.
- Provide actionable insights to executive leadership on business performance, trends, and opportunities.
- Partner cross-functionally to embed analytics into every department, enabling real-time optimization.
- Ensure data governance and accuracy across all systems and platforms.
- 10+ years of leadership experience in digital sales, customer experience, and analytics roles. Direct to consumer automotive preferred.
- Proven success scaling a direct-to-consumer brand (automotive or adjacent industries preferred).
- Deep understanding of digital commerce, CRM systems, and performance marketing funnels.
- Strong background in customer lifecycle management, from acquisition to loyalty.
- Advanced analytical skills; experience with BI tools (e.g., Tableau, Looker, Power BI) and data modeling.
- Exceptional leadership, communication, and cross-functional collaboration abilities.
- Ability to thrive in a high-growth, fast-paced, and constantly evolving environment.
- Experience at a digital-first automotive, mobility, e-commerce, or subscription-based company.
- Familiarity with vehicle sales regulations, titling, financing, and logistics is a strong plus.
- Experience in building remote or distributed teams.
- Safety First
- Delight Customers
- One Team
- Relentless Improvement
- Fast, Frugal, and Scrappy
- Respectful Collaboration
- Positive Legacy
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