Business Operations Associate

About the role

This position invites you to join a rapidly expanding online marketplace that is transforming the used car industry and setting new standards for dealer interaction. You will own the enhancement of the business-to-business experience for car dealers, with a specific focus on ensuring their satisfaction and long-term retention. In this capacity, you will be instrumental in improving post-sale operations, particularly regarding transport logistics and payment solutions, to create a seamless dealer journey. The role requires you to act as an owner of process integrity, identifying friction points and driving initiatives that strengthen the relationship between the platform and its dealer community. You will leverage strategic thinking to implement AI and automation, turning complex operational challenges into scalable frameworks. Collaboration is central to the position, as you will work alongside diverse internal teams to align operational improvements with broader business goals. Ultimately, you will take significant ownership to drive change quickly and adaptably in a dynamic and sometimes unclear environment, ensuring that the dealer ecosystem remains robust and engaged.

Key facts

What you'll do

• Redesign the end-to-end post-sale experience for dealers, with a specific focus on optimizing transport workflows through Motorway Move and payment processes via Motorway Pay to ensure operational smoothness.
• Map the entire dealer journey to identify critical pain points and bottlenecks, then devise targeted solutions to resolve issues and increase platform engagement while actively reducing cancellation rates.
• Champion the implementation of AI and automation technologies to streamline repetitive operational tasks, reduce manual overhead, and build more efficient, scalable operational frameworks.
• Conduct in-depth research to evaluate emerging service offerings, rigorously test their feasibility, and introduce new value-added services that provide ongoing benefits to dealers beyond current platform limitations.
• Drive complex projects from initial conception through to full deployment, leading cross-functional collaboration with Sales, Product, Engineering, Marketing, Finance, and external partners to ensure successful execution.
• Analyze intricate operational, financial, and product datasets to diagnose systemic issues, prioritize high-impact opportunities, and identify strategies to boost dealer retention, elevate customer experience, and maximize overall efficiency.
• Author comprehensive business cases for proposed initiatives, define clear success metrics, and establish robust tracking methodologies to measure impact and guide future iterations.
• Translate complex operational problems into clear, actionable plans that effectively communicate priorities and expected outcomes to both technical and non-technical stakeholders across the organization.
• Take significant ownership to identify inefficiencies, propose bold solutions, and execute changes rapidly, adapting strategies as needed in a fast-paced and ambiguous environment.
• Serve as the primary point of contact for dealer-related operational inquiries, ensuring that issues are resolved efficiently and that dealer feedback is integrated into ongoing improvements.
• Monitor key performance indicators related to dealer satisfaction and operational health, using insights to continuously refine processes and enhance the user experience.
• Collaborate with data teams to build dashboards and reporting structures that provide real-time visibility into the effectiveness of implemented initiatives and operational workflows.
• Evaluate the scalability of new processes and technologies, ensuring that solutions can grow with the business and support increased dealer volume without degradation in service quality.
• Foster a culture of continuous improvement by documenting best practices, sharing learnings across teams, and encouraging experimentation within the Dealer Services unit.
• Partner with the Product team to define roadmap initiatives, ensuring that operational capabilities evolve in line with dealer needs and market expectations.
• Act as an ambassador for data-driven decision making, promoting the use of evidence-based insights to guide strategic investments in dealer services.

Requirements

• Demonstrated ability to solve problems independently, showing initiative in diagnosing issues and proactively tackling ambiguous challenges without requiring constant direction.
• Strong understanding of B2B relationships, including the nuances of dealer workflows, contract negotiations, and service expectations, to create empathetic and effective post-sale experiences.
• Strategic and analytical mindset, with proven experience using data to identify high-impact opportunities and drive decisions that improve operational and financial outcomes.
• Proven history of leading cross-functional projects from initial concept through to successful delivery, thriving in fast-paced settings where priorities may shift rapidly.
• Ability to structure poorly defined problems, break them down into manageable components, and communicate complex operational topics clearly to leadership and other stakeholders.
• Eagerness to learn and experiment with AI tools, exploring their potential for automation, problem analysis, and productivity improvements in a rapidly evolving technological landscape.
• Comfortable collaborating with Sales, Product, Marketing, and Leadership teams to ensure that operational improvements are fully aligned with overarching company objectives and dealer value propositions.
• Strong written and verbal communication skills, enabling the concise articulation of ideas, the presentation of data-driven recommendations, and the facilitation of productive stakeholder discussions.

Skills & tools

• Data analysis
• AI / Automation

Practical notes

This is a hybrid role.