[Remote] Sr. Manager, End User Technology at Cars Commerce

Illinois, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

High-impact, results-oriented leader with experience in IT service management and end-user computing
Proven track record of transforming reactive support into proactive, data-driven service operations
Strong strategic planning and process maturity skills
Experience with ITIL-aligned processes and ITSM platforms (e.g. Jira Service Management)
Ability to lead a high-performing team and partner with IT leadership
Strong analytical and problem-solving skills
Excellent communication and collaboration skills
Experience with service catalog design, workflow automation, CMDB architecture, and analytics
Knowledge of IT security best practices
Ability to work in a hybrid environment with in-person attendance required

Responsibilities

Lead the daily operations of end-user computing and spearhead service delivery
Own the ITSM maturity roadmap and transition to proactive, data-driven service operations
Lead the enhancement of the enterprise ITSM platform (Jira Service Management)
Establish ITIL-aligned processes, including operating the Change Advisory Board (CAB) and developing the service portfolio with clear SLAs and OLAs
Scale service desk operations with a multi-tiered support model, skills-based routing, and 24/7 coverage options
Drive continuous improvement by monitoring metrics (CSAT, MTTR) and automating first contact resolutions
Direct the enterprise asset management program, ensuring complete lifecycle tracking, compliance reporting, and managing the operational budget for team, tools, and services
Partner with IT leadership to implement technology strategies that directly enable the workforce to perform at their best
Lead a high-performing team and ensure operational excellence in IT service management
Collaborate with cross-functional teams to ensure technology investments deliver maximum value

Cars Commerce

Online marketplace for buying and selling cars

About Cars Commerce

Cars Commerce operates as a digital marketplace in the automotive industry, connecting consumers who want to buy or sell cars with automotive businesses like dealerships and manufacturers. The platform provides consumers with essential information about vehicles, including product details, pricing, and seller locations, helping them make informed purchasing decisions. For automotive businesses, Cars Commerce offers insights and data on market trends and consumer behavior, which can enhance their sales strategies. The company generates revenue through advertising and subscription fees from these businesses for services like listings and access to consumer analytics. By utilizing technology and data, Cars Commerce aims to improve the efficiency and effectiveness of the car buying and selling process for both consumers and businesses.

Chicago, IllinoisHeadquarters

1998Year Founded

IPOCompany Stage

Data & Analytics, Automotive & TransportationIndustries

1,001-5,000Employees

Risks

Increased competition from platforms like Cars24 threatens Cars.com's market share.

Cars24's vehicle scrappage scheme may attract environmentally conscious consumers away from Cars.com.

Continuous innovation is required to maintain user engagement against competitors' superior alternatives.

Differentiation

Cars.com offers a comprehensive platform for both car buyers and sellers.

The platform provides valuable insights and data to automotive businesses.

Cars.com is recognized for its extensive EV-related content and services.

Upsides

Increased consumer interest in EVs boosts demand for Cars.com's listings and reviews.

AI-driven personalization enhances user experience and engagement on Cars.com.

The shift towards subscription-based car ownership creates new service opportunities for Cars.com.

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