Cox Automotive - Atlanta, GA

posted 2 months ago

Full-time - Entry Level
Atlanta, GA
Wholesale Trade Agents and Brokers

About the position

The Operations Management Analyst specializes in Salesforce support, resolution administration, and customer relationship management. The Analyst provides Salesforce expertise to internal and external users in addition to the wider business, while also conducting education, troubleshooting, and administrative duties. This is a highly transactional role focused on consistent and superior user support with timely updates and efficient communication. The Operations Management Analyst will influence process changes by providing detailed analysis based on business performance, user feedback, and support trends. In this role, the Analyst will provide front-line Salesforce support, managing requests in order of urgency and partnering with technical experts when needed. They will ensure an optimal Salesforce user experience by supporting and providing user education on system capability and products. The Analyst will manage Salesforce roles, profiles, sharing rules, workflows, and groups, and will develop and present regular reports and dashboards on support activities, user issues, business performance, and insights. Additionally, they will evaluate and support new releases and custom internal enhancements, document and streamline processes, and manage data to keep records accurate, updated, and consistent. The Operations Management Analyst will perform complex troubleshooting using multi-faceted problem solving and facilitate in-depth research to enable quicker resolutions. This position requires strong analytical skills, effective communication, and a proactive approach to continuous improvement in processes and user support.

Responsibilities

  • Provide front-line Salesforce support, managing requests in order of urgency and partnering with technical experts when needed
  • Ensure an optimal Salesforce user experience by supporting and providing user education on system capability and products
  • Manage Salesforce roles, profiles, sharing rules, workflows, and groups
  • Develop and present regular reports and dashboards on support activities, user issues, business performance, and insights
  • Evaluate and support new releases and custom internal enhancements
  • Document and streamline processes, including error reports and system changes
  • Manage data and keep records accurate, updated, and consistent
  • Perform complex troubleshooting using multi-faceted problem solving
  • Facilitate in-depth research to enable quicker resolutions

Requirements

  • Bachelor's degree in a related discipline or 4 years' experience in a related field
  • 2+ years of direct experience with CMS administration, automated reporting, or process improvements
  • Highly analytical with a proven ability to turn data into compelling, real-world insights
  • User support and stakeholder management skills
  • Ability to work independently and as part of a team in a fast-paced environment
  • Excellent problem-solving skills and ability to troubleshoot technical issues

Nice-to-haves

  • Bachelor's degree in computer science
  • Salesforce certified administrator or SF advanced Admin certification
  • In-depth knowledge of Salesforce products and their functionalities
  • Experience with Salesforce Lightning and generating reports / dashboards
  • Knowledge of data integration tools and techniques

Benefits

  • Paid jury duty
  • Health insurance
  • Dental insurance
  • 401(k)
  • Military leave
  • Paid time off
  • Parental leave
  • Vision insurance
  • Volunteer time off
  • Bereavement leave
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