Associate Lead, Customer Operations

Key Responsibilities

• Specifically, the Associate Lead – Customer Operations at Peach can expect to undertake the tasks and activities listed below:
• Managing & Developing People
• 3. Quality & Process Standards
• 4. Data & Reporting
• 5. Escalations & Cross-functional work
• Operations & Leadership
• Partner with our Customer Operations Manager: Help shape long-term strategy, map out team hiring needs, and streamline processes.
• Keep the work moving: Run the daily, weekly, and monthly routines that keep the team on track, including weekly performance reviews with Senior Associates and syncs with the Customer Operations Manager and the wider team.
• Drive team accountability: Work with the Customer Operations Manager to set pod targets and equip Senior Associates with the tools and support they need to achieve them. Step onto the floor to address high-stakes issues and gain a clear understanding of frontline operations.
• Manage capacity: Set overall staffing levels across pods to ensure Senior Associates can manage daily coverage and real-time queues effectively.
• Manage performance: Oversee performance reviews for Senior Associates. Work with the Customer Operations Manager to address underperformance, plan promotions, and build clear career paths for top performers.
• Hiring & team planning: Lead hiring for the pods, from defining roles and conducting interviews to making final recommendations. Maintain a pipeline of talent to ensure succession plans are in place for every team.
• Set coaching standards: Define coaching approaches for team members on handling objections, qualifying buyers and sellers, and converting interactions into bookings.
• Own the Metrics: Keep a close eye on the entire funnel across all pods, specifically Qualification Accuracy, booking rate, confirmation rate, and show rate.
• Deliver clear insights: Own daily and weekly reporting on conversion rates, QA trends, and agent productivity to provide clear visibility into team performance.
• Spot problems early: Identify system glitches, data errors, and operational bottlenecks before they affect service levels or the customer experience.
• Handle Second-Line Escalations: Establish clear guidelines to enable Senior Associates to resolve routine issues independently. Step in to manage complex customer cases, high-value seller disputes, and cross-team blockers.
• Work Across Departments: Represent Customer Operations and collaborate with Sales, Yard Operations, Marketing, Product, and Finance to resolve shared challenges.
• Improve the Process: Identify friction points in the buyer and seller journey and work with the Customer Operations Manager to implement simple, scalable improvements, new tools, and updated playbooks.
• Must-Have Qualifications
• 4+ years in customer operations, customer experience, and contact centers.
• 2+ years managing senior associates or multiple teams, including handling performance reviews, targets, and team development.
• Proven ability to analyze sales/conversion funnels, plan staffing, and work closely with senior management on operational plans.
• Strong reporting and data analysis skills.
• Practical experience using CRMs, call center tools, workforce management software, and reporting dashboards.
• Great communication skills and a calm, decisive approach when dealing with urgent issues.
• Nice-to-Have Qualifications
• Background in high-volume marketplaces, automotive retail, or fast-paced startups.
• Experience with Zoho CRM.
• Other Job Details
• Execution and Performance Management
• Leadership Development
• Data-Driven Problem-Solving
• Attitudes & Behaviors
• Embrace and exemplify Peach Cars’ core values of Challenge, Respect, and Ownership in all aspects of the role.
• Decisiveness and Good Judgement
• High Standards and Accountability
• Collaboration and Influence
• What Success Looks Like
• Demonstrating a strong understanding of the end-to-end operational funnel (Qualification → Booking → Confirmation → Show-Up) and identifying key bottlenecks, implementing timely improvements to operational efficiency and performance.
• Establishing effective working relationships with Senior Associates, frontline agents, and cross-functional teams across Sales, Yard Ops, Marketing, Product, and Finance.
• Independently managing daily and weekly operational reporting and leading regular syncs with Senior Associates to drive alignment and execution.
• Coaching Senior Associates, strengthening team accountability, and independently resolving complex customer issues and high-value seller disputes with minimal escalation.
• Using QA and agent productivity data to identify performance gaps, implement corrective actions, and ensure all pods meet or exceed baseline targets for Qualification Accuracy, Booking Rate, Confirmation Rate, and Show-Up Rate.
• Confidently deputizing for the Customer Operations Manager in strategic planning, high-stakes decision-making, and executive reviews without disrupting operations.
• Establishing succession plans and clear development pathways for high-performing Senior Associates, while ensuring effective staffing and capacity planning across all queues.