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.
Top Skills
What We Do
In an industry built on handshakes and a man’s word, DealerOn has been the perfect partner for thousands of dealers. Be it award winning websites, a proven SEO architecture or the very best in human-touch SEM, DealerOn consistently delivers upon the very promise that their clients give to their customers. The promise of coming through with what they say they will. DealerOn is the only company in the auto industry that puts their money where their mouth is and guarantees results. Delivering superior online marketing isn’t just a means to an end for DealerOn; it’s a way of life.
