Cox Automotive - Atlanta, GA
posted 2 months ago
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.