Digital Operations Analyst

 

 

Join our Team as a Digital Operations Analyst!

 

The Role:

The Digital Operations Analyst II serves as a critical bridge between product strategy, business operations, and execution. This role supports the successful delivery and scaling of digital products and services by aligning internal processes, support systems, and cross-functional coordination. 

Operating independently with limited on-site supervision, this role collaborates virtually across teams and engages directly with dealers and customers through periodic field visits. By combining customer insights, data analysis, and operational expertise, this role ensures digital initiatives are scalable, efficient, and aligned with enterprise goals. 

 

What You’ll Be Doing:

 

Strategic Alignment & Planning

• Collaborate with leadership to define and implement strategic initiatives that support digital product and business growth. 
• Coordinate operational reviews, initiative tracking, and go-to-market readiness. 
• Serve as a cross-functional liaison between product, operations, support, sales, and IT to ensure alignment and execution. 

Operational Design & Optimization 

• Assess and design workflows to optimize internal operations for digital product delivery and lifecycle management. 
• Lead cross-functional process improvement initiatives to drive operational scalability and performance. 
• Develop and maintain SOPs, escalation flows, and operational playbooks that support scalability and performance. 

Customer Insight & Feedback Integration 

• Gather and analyze customer feedback and Voice of Customer data to drive process and product improvements. 
• Ensure support models and tooling evolve alongside product maturity and customer needs. 

Support Systems & Tooling Architecture 

• Configure and optimize internal support systems (e.g., Zendesk) to improve issue tracking, scalability, and user experience. 
• Partner with IT and support teams to ensure tool configurations align with organizational and product strategies. 

Change Management & Enablement 

• Lead change management initiatives for new systems, processes, or platforms introduced to operational teams. 
• Provide guidance and readiness planning to ensure seamless adoption of new digital capabilities. 
• Partner with Telematics Solutions and other field teams to deliver cohesive, end-to-end digital experiences for customers and dealers. 

Analytics & Continuous Improvement 

• Leverage data and performance analytics to identify bottlenecks and recommend actionable improvements. 
• Monitor key metrics to evaluate the success of operational initiatives and identify trends for continuous enhancement. 

Field & Daily Operations 

• Partner with field sales and dealer teams to promote, demonstrate, and support digital products and solutions. 
• Engage directly with customers and dealers to optimize operational processes and adoption of Toyota digital tools. 
• Support daily operations such as customer onboarding, system configuration, and order management as needed. 

What We’re Looking For:

• Bachelor Degree in Business, Analytics, or related field preferred.
• 3 - 5 + years of professional experience in digital operations, business strategy, or product enablement roles.
• Sales and marketing acumen
• Strong organizational, communication, and collaboration skills
• comfortable managing multiple projects and responding to dynamic priorities
• Customer service focused
• Proficient oral and written communicator
• Result Oriented

Where and When You’ll Work:

Core to this role is field engagement with dealers and customers, often traveling to dealership and/or customer locations. 

Up to 50% travel may be required. 

 

What Your Total Compensation & Benefits Package wil