Manager – Roadside & Drop-Off Operations

D E P A R T M E N T : Way MembershipsB A S E  S A L A R Y  R A N G E : $70,000 – $100,000 Annually  Base salary range: $70,000 – $100,000 per year, commensurate with experience. Final base salary within the range is determined by job-related knowledge, skills, and experience.COMPANY OVERVIEWWay.com — America’s dominant automotive super app, powering every mile for over 11 million customers, from auto insurance and parking to EV charging and more. Leveraging cutting-edge AI, machine learning, and advanced data analytics, we deliver innovative, personalized solutions that transform car ownership. Featured by Bloomberg, ranked 48th on Andreessen Horowitz’s Marketplace list of fastest-growing companies worldwide, and recognized as the top Product in Insurance by UnitQ, we’re making car ownership easier, more affordable, and more rewarding.POSITION SUMMARYThis is a hands-on operating seat inside Way Memberships. Three connected service lines — repair, maintenance, and roadside — run on a network of independent shops, vendors, and tow operators, and on the dispatch team that routes work into it.The Manager – Roadside & Drop-Off Operations owns that machine end to end: the partners who do the work, the coordinators who assign it, and the numbers that say whether a job got done on time, done right, and at cost. You will negotiate the rates, set the service levels, unblock escalations, and make a network of independent providers behave like one service.This is a startup. The job will change constantly — please apply only if you are comfortable working that way.KEY RESPONSIBILITIES01  VENDOR & NETWORK OPERATIONSRun the third-party shop and vendor network end to end — finding partners, bringing them on, papering the agreements, managing how they perform, and parting ways with the ones that do not.Set pricing, labor rates, and service levels at the table, and hold cost per job and margin where they need to be.Own the quality bar across partners, including how warranty claims and rework are handled.Open coverage in new markets and fill the gaps in the markets we already serve.02  SERVICE DELIVERY & DISPATCHLead the dispatchers and coordinators handling repair intake, maintenance scheduling, and roadside drop-off logistics.Design the routing and assignment logic, and the escalation paths that stop jobs from stalling.Run the escalation desk for work that is late, disputed, or high severity.Keep coverage matched to demand, including after-hours and peak periods.03  PROCESS, SYSTEMS & SCALEWrite the SOPs, playbooks, and runbooks for each service line, and keep them current as the business moves.Work with Product and Engineering on the tooling dispatchers and partner shops use — bring the requirements, test what ships, and drive adoption in the field.Decide what should be automated and what should be staffed, and make the case either way.04  TEAM & CROSS-FUNCTIONAL LEADERSHIPHire, coach, and grow the coordination team; build staffing plans that track demand.Partner with Customer Support, Finance, and Product on customer issues, vendor payments, and roadmap priorities.Speak for the service lines in operating reviews with clear numbers and clear asks.05  METRICS & REPORTINGCarry the operating scorecard: response time, turnaround time, on-time completion, first-time fix rate, and cost to complete a job.Build the reporting and dashboards that make network performance legible to leadership.Report service-line performance and network health directly to the Director of Operations.QUALIFICATIONSE X P E R I E N C ERequired: at least 4 years of hands-on experience working in an auto repair shop.Nice to have: 2+ years in service operations, field operations, vendor or network operations, or logistics.Nice to have: ownership of a vendor or partner network, including negotiating rates, enforcing service levels, and removing underperforming partners.Nice to have: experience running a dispatch, scheduling, or coordination function against time-sensitive commitments.Nice to have: a track record of writing process from scratch and getting a team to follow it.Nice to have: automotive aftermarket, dealership service, fleet maintenance, towing, or roadside assistance background.Nice to have: multi-market or multi-region operations experience.S K I L L S  &  K N O W L E D G EStrong analytical instincts: at home in spreadsheets and BI tools, and able to build the metric before managing to it.Confident in commercial conversations — rates, service-level agreements, and partner performance discussions.Clear, direct communicator who is equally credible with a shop owner, a dispatcher, and an executive.Comfortable rolling software out to non-technical partner or field users.Comfortable in the field regularly and in the details every day.E D U C A T I O NA bachelor’s degree is preferred. Equivalent operating experience will be considered.WHY JOIN US Own the execution of three service lines at a company already operating across North America.A network, a team, and a scorecard that are yours to build rather than inherit.Competitive base salary, and full health, dental, vision, and 401(k) benefits.Way.com is an Equal Opportunity EmployerWe celebrate diversity and are committed to creating an inclusive environment for all employees