Program Specialist – Toyota 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 Program Specialist to support our Toyota account. As the Program Specialist for Compliance, you will support data entry, reporting, and process documentation supporting provider adherence to compliance requirements for the Toyota 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 support opportunities that further enhance the program and improve adherence to its requirements across our certified marketplace.
The Program Specialist will support both 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.
The job responsibilities include, but are not limited to the following:
- Review and provide feedback on end-to-end compliance management process for Toyota Dealer Digital Solutions certified websites.
- Support Account Leadership on key projects and contractual deliverables.
- Expected to support 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.
- Support communication within and between local and field support teams on requests and compliance related tasks.
- Reporting and Analytics: Support performance through use of analytics and reporting tools.
- Responsible for cross-team coordination.
- Support Quarterly Business Reviews to provide feedback on provider performance and certification status to Toyota clients.
- Additional responsibilities may be assigned.
DESIRED SKILLS & EXPERIENCE:
- Demonstrate the ability to handle multiple projects and prioritize tasks in a fast-paced environment is required.
- Intermediate to advanced Microsoft Excel skills are required.
- 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.
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Light to Moderate travel may be required.
Shift Digital participates in eVerify
EOE
