[Hiring] Performance Operations Specialist @TrueCar, Inc.

Role Description

Are you a problem-solver who believes that great service is the best retention strategy? As a Performance Operations Specialist, you will serve as the primary point of contact for our high-volume portfolio of emerging dealer partners. Reporting into the VP, Performance Operations, your mission is to provide high-quality, scalable support that ensures our dealers remain active, healthy, and satisfied with the TrueCar platform.

In this role, you are focused on performance, stability, and retention. You will act as a subject-matter expert, using a tech-touch model to provide technical guidance and best-practice training at scale. You will leverage AI-driven workflows and automated processes to ensure every dealer in your portfolio is technically sound and sees the value in their investment, playing a critical role in reducing churn across a healthy dealer network.

How you will contribute to TrueCar’s success:

• Establish and maintain business rapport with a range of contacts at assigned Dealerships (buyer/signer, implementer, stakeholder, etc.), including the highest level in each organization (e.g., General Manager).
• Assist with outbound outreach campaigns via phone and email to drive key organizational priorities, such as pricing updates, program compliance, or system migrations, ensuring their accounts remain optimized and aligned with TrueCar’s marketplace standards.
• Manage and triage our inbound email and phone queues, maintaining a high level of responsiveness and ensuring our dealer partners receive the support they need to succeed.
• Proactively monitor account health indicators to identify opportunities to step in to fix CRM lead flow issues, inventory feed errors, and pricing inaccuracies before they become reasons for a dealer to cancel.
• Monitor, tweak, and refine automated communication sequences and AI-driven engagement processes to ensure they remain accurate, human-centric, and effective for a high-volume audience.
• Leverage 1-to-many communication tools (webinars, group training, and AI automated outreach) to ensure your book of business understands how to maximize TrueCar’s products and services successfully.
• Build your product expertise to troubleshoot performance issues, correct technical errors, and strengthen the partnership through solution-based service.
• Ensure every dealer interaction and technical resolution is meticulously documented in Salesforce, providing the company with a clear picture of our lower-tier partner segment.
• Work alongside the Dealer Performance team to flag accounts that may be ready for a higher tier of service or require a more dedicated sales touch.

Qualifications

• Proven inside sales and/or service account management or equivalent experience.
• Experience managing, meeting, and exceeding goals and objectives.
• Ability to multi-task and handle multiple priorities simultaneously while meeting assigned deadlines.
• Demonstrated proficiency with communication skills (written, verbal, and presentation) required.
• Proficient in managing high volumes of accounts within Salesforce (or other CRM); comfortable working with AI-driven productivity tools (nice to have).
• Ability to interpret and share client performance reporting (visuals through tools like Tableau).
• A mindset geared toward process optimization and an interest in refining automated workflows to improve dealer engagement.
• A background in customer success or high-level support, where your success was measured by satisfaction and retention.
• Proven ability to manage a large volume of accounts.
• Strong written and verbal communication skills, with a focus on maintaining a personal touch in an automated and scalable environment.

Requirements

• Hourly pay range: $31.25 - $33.65.
• TrueCar does not accept unsolicited agency submissions.
• If you are based in California, we encourage you to read this important information for California residents linked here.