Work on the future of car repair

About Roda

Roda is revolutionizing the automobile services industry by reimagining car care with state-of-the-art solutions and an unwavering dedication to an exceptional user experience.   For over a century, car maintenance has followed traditional norms, but we're breaking the mold. Our mission is to reshape the car care landscape, infusing it with innovation and trust, all while making it more convenient and delightful.

This is an unparalleled opportunity to contribute to a company that is reshaping what could be one of the last remaining trillion-dollar industries to fully embrace the digital age. As we head into uncharted territory, you'll enjoy the nimbleness and agility of a startup, paired with the stability and resources derived from being part of a publicly-traded company with a strong financial foundation – Graham Holdings Company (NYSE: GHC).

In this dynamic environment, intelligence, resourcefulness, tenacity, and an unwavering commitment to achieving the extraordinary are the keys to success. As a critical member of our leadership team, you'll have the chance to leave your mark on a venture that's changing the face of an entire industry.

Service Manager

We are a small start-up team located in the greater DMV area. We are looking to hire a Service Manager to manage day-to-day operations at Roda. The ideal candidate will have a “start-up” mentality, thrive in a fast-paced environment, have demonstrated management and automotive experience, and get exhilarated when sharing great ideas.

Job Description:

The Store Leader is responsible for leading and managing this service center of the future. This includes hiring, training and developing the service center staff and leading the team to improve efficiency, customer communication, and execution. A passion for delivering extraordinary employee and customer experiences as well as a growth mentality is a must.

We’re looking for the right business leader with experience in the automotive industry that is ready to take the next step in their career to manage an entire operation. Ideal candidates will show the ability to think creatively while running an efficient, profitable service center. You will have full scope of responsibilities over the entire operation. This role will grow extremely fast, so hiring and bringing aboard a top tier talent team is crucial to the success of the operation as well as your own development. 

You will be measured on a combination of financial metrics and delivering a magical experience that makes every client feel like they couldn’t imagine taking their vehicle anywhere else.

Key Responsibilities:

• Builds and maintains a high functioning collaborative team-first environment in which customer facing members and production members work together.
• Recruits, hires, trains, motivates, and monitors the performance of customer experience managers, technicians, porters, valet drivers, parts managers, and client concierges.
• Handles escalated client issues immediately and uses any issue as teaching opportunity
• Has incredibly high standards of customer service and operational excellence
• Manages the flow of work to optimize same-day completions, customer experience, and logistics expense
• Active in creating efficiencies to improve on same-day pickup and return % 
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of equipment and tool needs and recommends purchases
• Ensures the proper care, storage of parts inventory & special tools
• Manages the shop P&L and ensures shop profitability
• Works to continuously improve KPI’s, market share and employee development
• Keeps location clean and organized
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc..

Qualifications:

• 5+ years experience in automotive systems, procedures & controls
• 3+ years experience managing a customer facing team that provides above and beyond customer experiences
• 3+ years experience of managing a P&L statement and able to find continuous improvements in processes to lower expenses 
• Ownership mindset. Able to set aggressive targets, forecast and back up with business plan
• Must be dependable, energetic and creative in finding new ways to change the way the auto industry is viewed by the general public
• Experience in evaluating key metrics that will lead to increased customer satisfaction

Benefits:

• Competitive compensation
• Comprehensive benefits, including medical, dental and vision
• Flexible paid time off
• 401k plan
• Discounted car repairs and details

To apply for the position, please submit an application to careers@roda.com

Customer Experience Concierge

We are a small start-up team located in the greater DMV area. We are looking to hire a Customer Experience Concierge to manage day-to-day operations at Roda. The ideal candidate will have a “start-up” mentality, thrive in a fast-paced environment, be passionate about great customer experience, curious about the automotive industry, and get exhilarated when sharing great ideas.

Job Description:

You’ll be on the front lines working to surprise and delight each and every customer. You will be responsible for clients from the moment they get in touch with us until their vehicle is in for their appointment. That includes fielding in-bound calls, chats, and emails; dispatching valet drivers; and ensuring that we have optimized the schedule of appointments each day.

We’re looking for someone with a passion for delivering extraordinary customer experiences. While service center experience is a plus, what matters most is your passion for making clients happy and being a quick-study who can pick up our technology and systems quickly.

Key Responsibilities:

• Responsible for triaging inbound and outbound follow up with clients
• Answering phone calls, managing inbound chat inquiries as well as any pre-appointment communication
• Proactive, professional, and courteous communication with clients
• Manage and communicate with driver team to ensure timely pickup and delivery of client vehicles
• Communicate with clients in event of delay
• Proactively obtain information from clients to expedite appointment turnaround time
• Manage CRM list of past, current and prospective clients
• Manage outreach to existing clients to bring them back in after service reminders

Qualifications:

• 3+ years experience in client service role (could be anything from automotive to restaurants to hospitality to retail)
• Demonstrated history of proactive problem solving
• Experience and comfort using customer-relationship management software
• Ability to juggle a lot of tasks at once effectively with a high attention to detail
• Track record of identifying and implementing improvements in customer experience
• Track record of going above and beyond to make clients happy

Automotive technician

How we’re different than traditional service centers

• Unlike dealerships, service & parts are one team working together.
• We are highly focused on building long-term relationships with each and every client, as opposed to trying to maximize revenue on every transaction
• Compensation is more weighted towards base salaries and incentives weighted towards client happiness
• We are committed to learning & the personal development of our team.
• We want our technicians to share their knowledge and insight directly with clients.

Job Description:

We’re looking for someone with a passion for improving the condition of the vehicles and who is passionate about keeping cars in good shape and safe for others. Perfecting your craft and identifying the most important items and being able to categorize them for clients to be safe on the road is the ultimate target. The role includes creating an experience for the client that is memorable and informative. By utilizing our technology and multimedia applications, you will be notifying and educating the clients directly of the what and the why that needs to be done on their vehicle to ensure it is in excellent working order. We are looking for the right person to be able to give the client enough information to make an informed decision without  worrying about sales quotas and having to “sell” clients on extra services.

The right fit for this position is someone who is excited to transform an industry and deliver a whole new kind of experience to our clients. 

Key Responsibilities:

• Inspecting vehicle computer and electronic systems to repair, maintain and upgrade
• Conducting routine maintenance work aiming to vehicle functionality and longevity
• Providing video and/or pictures explaining what is needed for the vehicle to continue running at its highest capabilities
• Ensuring what is recommended is in the client’s best interest as it pertains to safety, reliability & state emissions standards

Qualifications:

• Possession of or ability to obtain training credentials like an ASE certification
• Strong written and verbal communication skills
• Analytical skills
• Experience using hand and power tools to replace and repair parts
• Coordination & Physical stamina