Sr. Operations Specialist

The Sr. Specialist provides support to local channel partners and their advertising partners through thought leadership, a strong understanding of the client’s strategic priorities and key business objectives, a thorough understanding of each program’s guidelines, basic knowledge of traditional and digital media, and expertise in both program administration and customer service.

This role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, and providing excellent customer service.

Duties/Responsibilities: 

· Learn and have a comprehensive understanding of complex program rules and procedures

· Appropriately deliver and communicate program compliance or non-compliance with Dealership personnel and the Corporate Field Team

· Manage Dealer issues and concerns with the Dealer, Corporate Field Team and Supervisor

· Manage call volume and respond to requests for information or assistance

· Perform quality control checks of Dealer Reviews, website data and Field Rep schedules to ensure accuracy and compliance with program guidelines [QC]

· Support various program audit processes

· Pull activity data weekly and monthly to be included in internal and client-facing reports

· Support Dealer appeal process, communications and reporting

· Assist with entering technical cases as needed to initiate project work

· Assist in site testing and development of test cases, scenarios, and templates

· Work directly with internal development team on web enhancements

· Participate in internal and IT calls and meetings

· Achieve and maintain established productivity and quality standards

· Perform other ad hoc duties as assigned by management

· Complete administrative tasks such as filing, mailing, etc.

· Remote-first working environment

Qualifications: 

· 6 months-1 year of related experience

· Experience in the automotive industry, preferred

· Bachelor’s degree in related field, preferred

· Exceptional customer service

· Ability to work independently as well as part of a team

· Effective verbal and written communication skills

· Exceptional organizational, time management and detail-oriented skills

· Proficiency in Microsoft Office (especially with Excel)