What are the responsibilities and job description for the Hitch Program Operations Specialist position at U-Haul?
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The Hitch Program Operations Specialist manages established operational processes and helps improve U-Haul’s Hitch & Towing Accessories Program. The position supports retail merchandising, stocking levels, reservation platforms, pricing implementation, and field communications to improve product availability and the customer experience.
Working with the Program Manager, Inventory, Purchasing, Art, Software Development, and field teams, the Specialist identifies opportunities, recommends solutions, carries out changes within assigned authority, and measures results. Independence and decision-making authority increase as processes are established and sound judgment is demonstrated.
Primary Responsibilities
Responsibilities include ongoing operational work and periodic improvement projects. Priorities and project timing are established with the Program Manager based on program needs.
Retail Merchandising and Hitch Gondola Management
The Hitch Program Operations Specialist manages established operational processes and helps improve U-Haul’s Hitch & Towing Accessories Program. The position supports retail merchandising, stocking levels, reservation platforms, pricing implementation, and field communications to improve product availability and the customer experience.
Working with the Program Manager, Inventory, Purchasing, Art, Software Development, and field teams, the Specialist identifies opportunities, recommends solutions, carries out changes within assigned authority, and measures results. Independence and decision-making authority increase as processes are established and sound judgment is demonstrated.
Primary Responsibilities
Responsibilities include ongoing operational work and periodic improvement projects. Priorities and project timing are established with the Program Manager based on program needs.
Retail Merchandising and Hitch Gondola Management
- Analyze accessory sales and customer purchasing trends to maintain appropriate center product assortments within approved categories.
- Create and maintain planograms, product displays, and supporting field documentation; coordinate signage and materials with Art.
- Gather ordering information and coordinate gondola transitions with Purchasing, Inventory, and field teams; track completion.
- Recommend improvements to product presentation and space utilization; incorporate approved product introductions and discontinuations.
- Maintain center hitch and towing accessory stocking levels, including Hitch & Wiring Stocking Levels, within established guidelines.
- Evaluate field requests using sales history, demand, and availability; implement authorized adjustments and coordinate with Inventory and Purchasing.
- Monitor shortages, excess inventory, and sales trends; recommend stocking improvements and measure their effect on availability and inventory efficiency.
- Review hitch reservation platforms, including CSF and UHaul.com, for accuracy, usability, product selection, and availability.
- Document reservation obstacles and missed sales opportunities; recommend improvements to the Program Manager.
- Coordinate issue tracking, testing, and verification with Software Development; evaluate results after approved changes.
- Coordinate implementation of approved U.S. and Canadian retail pricing changes and maintain implementation records.
- Verify pricing accuracy across applicable systems and customer-facing platforms; correct documented discrepancies to approved values within assigned authority.
- Support new product pricing and vendor cost updates; recommend improvements to pricing maintenance and provide analysis for future pricing decisions.
- Guide field teams on hitch products, stocking levels, merchandising, ordering procedures, and program policies.
- Prepare and distribute communications about approved product, inventory, pricing, merchandising, procedural, and software updates.
- Maintain program reference materials; identify recurring questions and develop clearer guidance or process improvements.
- Review sales, inventory, reservation, and operational reports to identify trends and improvement opportunities.
- Track assigned initiatives and coordinate completion across departments; communicate progress, significant changes, and results.
- Work with the Program Manager to establish KPIs, baselines, and appropriate targets for assigned responsibilities and initiatives.
- Measure the results of changes and recommend adjustments.
- Measures may include product availability, merchandising completion and performance, reservation trends, pricing accuracy and timeliness, and recurring field issues.
- The Specialist is expected to use initiative and sound judgment to manage routine work, resolve issues, and implement improvements within established processes and agreed-upon guidelines.
- Authority expands with demonstrated judgment and experience, allowing routine decisions without case-by-case approval.
- Strategic program decisions, final product category choices, vendor relationships, and all software changes require final approval by the Program Manager.
- Pricing implementation follows approved pricing decisions.
- The Specialist communicates significant actions, documents outcomes, and escalates decisions outside assigned authority or with material program impact.
- The Specialist is accountable for accurate execution, follow-through, and measurement of assigned work.
- The Program Manager retains overall program accountability and provides direction, support, and oversight.
- Experience in retail operations, merchandising, inventory management, or related operational support.
- Strong analytical and organizational skills; proficiency with Microsoft Excel and interpreting reports.
- Ability to create planograms and supporting documentation; familiarity with Visio or comparable tools preferred.
- Clear written and verbal communication; ability to coordinate projects across departments and manage competing priorities.
- Attention to detail in pricing, inventory, and product information; demonstrated initiative, sound judgment, and independent problem-solving.
- Knowledge of U-Haul’s Hitch & Towing Accessories Program and ability to learn proprietary systems preferred.
- Medical insurance
- Prescription drug plans
- Dental & Vision plan with hearing care discounts
- Onsite medical clinic for team members and eligible family members
- New indoor fitness gym (Midtown Phoenix campus)
- Get Fit Gym Reimbursement Program
- Registered Dietitian Program
- WeightWatchers®
- CVS Virtual Care
- U‑Haul Kids Program
- 24‑Hour Nurse Line
- Wellness Program (Healthier You initiatives & challenges)
- Mindset App Reimbursement
- Pet Insurance & Wellness plans
- Career stability
- Opportunities for advancement
- Valuable on‑the‑job training
- Tuition Reimbursement Program
- Free online courses for personal and professional development at U‑Haul University®
- 401(k) Savings Plan
- Employee Stock Ownership Plan (ESOP)
- Company‑paid life insurance
- Voluntary life insurance options
- Short-Term and Long‑Term Disability
- Critical Illness, Accident & Hospital Indemnity plans
- Business & business travel insurance
- MetLaw Legal Program
- MetLife Auto & Home Insurance
- LifeLock Identity Theft Protection
- Dave Ramsey’s SmartDollar® Financial Wellness Program
- U‑Haul Federal Credit Union
- Paid holidays, vacation, and sick time
- You Matter Employee Assistance Program (EAP)
- Discounts on cell phone plans, hotels, computers, vehicles & more
- Community involvement & volunteer opportunities
- U‑Haul Mothers Program (Paid maternity leave)