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Senior Program Specialist

2 months ago

Plano, United States Shift Digital Full time

Senior Program Specialist – Account Operations


The Provider SLA Support Team acts as the first level support for the management of website provider SLA compliance leveraging the Shift Digital reporting software.


The Shift Digital team is looking for a Senior Program Specialist to support one of our automotive client's account. As the Senior Program Specialist for Compliance, you will manage data entry, reporting, and process documentation supporting provider adherence to compliance requirements for the client's Dealer Digital Solutions program.


You will review dealer website compliance audits, identifying website provider SLA infractions. Once violations are verified, you will create and manage tickets to resolution for our certified website providers via the ticketing system. Weekly client reporting is required as well as ad hoc internal reporting. The person in this role will work to identify opportunities that further enhance the program and improve adherence to its requirements across our certified marketplace.


The Senior Program Specialist will serve as a liaison between the Shift Digital Account team and the certified website providers in the TDDS marketplace to ensure all parties are working collectively to optimize success and meet the demands as well as timelines of our Service Level Agreements. This role is also responsible for providing general support to the provider management team which includes account team coordination, execution, planning, and client reporting.

The optimal person for this role is detail-oriented and process driven; a person that enjoys proving out a new process, documenting it through every step and stage, as well as constantly refining the process for continuous improvement.


Job Responsibilities:


  • Review and provide feedback on end-to-end compliance management process for the Dealer Digital Solutions certified websites.
  • Support Account Leadership on key projects and contractual deliverables.
  • Expected to own projects from beginning to final delivery to client.
  • Monitor project status and open issues (including milestone tracking, allocation, and open issues) and be expected to communicate status with client as requested.
  • Facilitate communication within and between local and field support teams on requests and compliance related tasks.
  • Program Awareness and Communication: Communicate all program details, changes and actions internally at Shift, especially to Field trainers, clients and to client retailers.
  • Reporting and Analytics: Manage performance through use of analytics and reporting tools.
  • Provide client key performance insights and drive into the details of retailer performance to understand what is and is not working for retailers and recommend program updates to clients.
  • Responsible for cross-team coordination.
  • Program Growth (adding providers, increasing enrollment numbers, adding needed certified products/services).
  • Develop, build, and present Quarterly Business Reviews to provide feedback on provider performance and certification status to the clients.
  • Additional responsibilities may be assigned.


Desired Experience:


  • 5+ yrs. experience with a proven track record of success.
  • Experience managing people is highly desired.
  • Candidates need sales and/or customer service/consulting experience.
  • Demonstrated ability to handle multiple projects and prioritize tasks in a fast-paced environment is required.
  • Need a solid working understanding of the digital certified marketplace landscape.
  • Advanced Microsoft Excel skills are required.
  • Advanced graphic design capabilities are preferred.
  • Experience with WCAG and associated impacts on websites a major plus.
  • Must be self-motivated, possess strong phone skills and be able to thrive and multi-task in a busy sales and support environment.
  • Excellent communication and presentation skills are expected.
  • A college degree is a requirement.
  • Light to Moderate travel may be required.



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