The role
The Manager, Central Operations is a player-coach who leads the internal team that turns a signed Kinetic contract into a fully activated, accurately billed, and well-supported customer. This role owns the complete back-office fulfillment lifecycle for Kinetic Hub Service and Kinetic ID subscribers — from registration and account setup through onboarding, calibration scheduling coordination, bill auditing, discount administration, and invoicing.
You will directly manage and develop the Central Operations team — Customer Experience & Operations Leads, Customer Success Development Specialists, and Customer Experience Service Advisors — and are accountable for team throughput, quality, and customer satisfaction across Kinetic's collision shop and dealership customer base. The ideal candidate is a doer, builder, and leader who can work alongside the team while running the day-to-day with precision and continuously improving the workflows, tools, and team capabilities that let Kinetic scale without proportional headcount growth.
Responsibilities
- Own the end-to-end customer fulfillment lifecycle for all Kinetic Hub Service and Kinetic ID accounts: registration, account setup, onboarding, calibration scheduling and coordination, bill-accuracy review, discount confirmation, invoicing, and accounts-receivable follow-up
- Audit customer-generated billing (eg, collision shop and dealership invoices to their own customers) to confirm accuracy and compliance with Kinetic program terms
- Administer and validate Kinetic customer discounting, ensuring consistent and accurate application of contracted pricing across all accounts
- Serve as the primary escalation point for B2B customer support issues across the team, ensuring timely and high-quality resolution
- Build, document, and continuously improve standard operating procedures, SLAs, and quality benchmarks for all fulfillment and support workflows
- Manage, coach, develop, and build the Central Operations team, setting clear performance expectations and quality-of-service targets in support of the team's performance and career growth
- Track and report team KPIs — including onboarding cycle time, invoicing accuracy, scheduling fulfillment rate, and AR aging — to leadership on a regular cadence
- Foster a culture of ownership, continuous improvement, and customer obsession
- Identify and implement tooling, automation, and workflow improvements that increase the team's capacity ahead of customer growth
- Partner with Sales, Finance, Product, and Hub Operations to surface issues, set up market launches, and improve the customer experience
- Support new product and program initiatives with operational planning and customer enablement
Required qualifications
- 5+ years of experience in sales operations, revenue operations, B2B customer success, or customer fulfillment in a high-growth technology or SaaS company
- 2+ years of people management experience, with a track record of building and developing high-performing teams
- Demonstrated experience owning or closely supporting billing, invoicing, or order-to-cash workflows in a B2B environment
- Strong process orientation, with an ability to document, standardize, and improve multi-step operational workflows against tight deadlines time pressure
- Experience with ERP, CRM and other systems of record (e.g., HubSpot, QuickBooks, NetSuite, Salesforce) and comfort learning new tools quickly
- Strong analytical skills; comfortable building staffing/financial models and working with operational data and reporting tools
- Excellent written and verbal communication skills; equally effective with customers and internal stakeholders
- Comfort operating in a fast-paced, high-growth startup environment with shifting priorities and incomplete playbooks
Preferred qualifications
- Automotive, collision repair, ADAS calibration, glass, or insurance-carrier operations experience
- Familiarity with SQL or data tooling for operational reporting
- Exposure to insurance carrier partnerships and claims-adjacent workflows
- Bachelor's degree in Business, Operations, or a related field
Benefits
- Competitive salary and incentive stock options (ISOs)
- Health, dental, vision, life, and disability insurance
- 401(k) plan with company match
- Health savings account (HSA) available with company contribution
- Flexible spending accounts (FSAs)
- Paid vacation and holidays
- Ongoing training and professional development opportunities
Join us!
Join the Kinetic team and drive the adoption of ADAS calibration solutions that enhance vehicle safety and reduce administrative friction for customers. If you are passionate about making a positive impact in the automotive industry, we want to hear from you! We offer competitive compensation, comprehensive benefits, and regular career-growth opportunities. If you meet the qualifications for this position and would like to join our team, please submit your resume for consideration.