Manager of Data Support

Job Description:

The Manager of Data Support is responsible for the overall success of their Team as well as the Data Support organization in general. The primary focus for this position is to execute the business’ strategies that are designed to deliver a world class customer experience, ensure operational efficiency, and foster a customer centric environment. This role will lead, manage, and mentor a customer support team, including establishing, collaborating on, and measuring individual and team goals. The Manager reports to and collaborates with the Director of Operations to build a strong internal and external network that enhances the overall employee and customer experience.

Essential Functions:

Responsible for “front line” management of the Data Support Team that delivers world class technical support to DealerOn’s customers, 3rd Party vendors and Automotive OEMs (Original Equipment Manufacturers)

Apply principles, systems, tools, and data/analytical insights to sustainably improve key performance indicators (KPIs) and continuously drive operational efficiencies

Ensure that the organization’s KPIs and contractual SLAs are communicated, understood, and implemented by all related cross-functional teams and team members

Act as a change agent in a knowledge centric organization by contributing to the improvement of tools and processes that enable a streamlined, efficient, and effective customer support environment

Hold the individual team members accountable to the departmental performance metrics and provide guidance and corrective action as necessary to enable induvial success

Establish strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results

Ensure employee performance is in line with company standards, deliver performance evaluations and provide coaching and mentoring that fosters employee satisfaction and growth

Encourage team members to look for opportunities for process simplification and improvements through day-to-day coaching and leadership

Ensure that the depth and breadth of the team’s technical skills are maintained, enhanced and remain up to date with industry trends and DealerOn’s technology

Ensure that the team is fully informed of all current information related to products, procedures, customer needs and company-related issues

Responsible for participating in the interviewing and hiring process of new employees within the department

Prioritize and facilitate a resolution on escalated customer issues and address quality concerns such as cases that exceed contractual Service Level Agreement (SLA) thresholds

Understands the customers’ business goals and proactively anticipate future needs as they relate to their website, online marketing and other DealerOn products

Make decisions in a fast-paced, rapidly changing environment. This includes the ability to define, diagnose, and determine an appropriate resolution, recommendation, or decision while considering alternatives and factors (e.g., resources, impact, tradeoffs)

Maintain knowledge of and consistently follow the systematic processes that safeguard the products, services, methodologies that are necessary to meet their specified requirements

Manage complex customer issues by defining workplans and deadlines, coordinating appropriate technical personnel, and driving customer communications until the customer has confirmed that their issue is resolved satisfactorily

Willingness to address customer escalations and/or platform-wide incidents that may occur after hours or on weekends

Qualifications:

Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program

Demonstrated success in a previous management position in the field

Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience

Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPI’s and receiving positive customer feedback

A high degree of customer service skills, technical aptitude, capability to triage, prioritize, and manage time sensitive tasks while working in an innovative and challenging environment

Proven expertise in a dynamic and thriving technical environment

Proficient in Microsoft Office and other business applications

Experience with Salesforce/JIRA or similar customer and issue tracking systems

Preferred Skills/Experience:

Previous experience in a Call Center or Help Desk environment

Working knowledge of HTML, CSS, and Bootstrap

Knowledge of the automotive industry

#LI-Remote

The salary range for this position is $62,800 – $120,300.

The maximum range shown represents your earning potential with DealerOn for the life time of the role.

The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

This position is available in various US locations; however, it is not open to residents of…

Alabama (AL), Alaska (AK), Arkansas (AR), California (CA), Colorado (CO), Connecticut (CT), Delaware (DE), Hawaii (HI), Idaho (ID), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Louisiana (LA), Maine (ME), Massachusetts (MA), Mississippi (MS), Missouri (MO), Montana (MT), Nebraska (NE), New Hampshire (NH), New Jersey (NJ), New Mexico (NM), New York (NY), North Dakota (ND), Oklahoma (OK), Rhode Island (RI), South Dakota (SD), Vermont (VT), Wisconsin (WI), and Wyoming (WY).

About Us:

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting-edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

Medical, dental and vision insurance

Company matched 401K plan

Flexible PTO Sick Leave

6 weeks paid Parental Leave

8 Paid National Holidays

Company-paid basic Life Insurance

Voluntary supplemental Life Insurance

Voluntary long-term/short-term disability insurance

Voluntary Pet Insurance

Optional Healthcare/Dependent Care FSA Account

DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

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