Senior Program Specialist
The Shift Digital team is looking for a Senior Program Specialist to support our Toyota account. As the Senior Program Specialist – you will manage communications, reporting, and processes to ensure all program requirements are met. This person will perform project management, review requests, and identify opportunities to further enhance and optimize the program.
This person will support the Provider Management team by ensuring all parties are working collectively to meet the demands, timelines, and needs of the client – successfully. Provider Management coordinates with 30+ providers monthly to support overall program executions. This role will serve as a liaison between the Shift Digital Account team and the certified providers in the TDDS marketplace to ensure all parties are working collectively to optimize success and meet the demands as well as timelines of the clients.
Additionally, this role will manage data entry, reporting, and process documentation supporting provider adherence to program requirements for the Toyota Dealer Digital Solutions program. 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:
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Review and provide feedback on TDDS requirements for Toyota retailer websites and requests for content to be placed on those websites.
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Support Account Leadership on key projects and contractual deliverables. Expected to own projects from beginning to final delivery to client.
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Monitor project status and open issues (including milestone tracking, allocation, and open issues) and be expected to communicate status with client as requested.
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Facilitate communication within and between local and field support teams on requests and TDDS related tasks.
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Help train support team on best practices and strategy for TDDS program to enable the team to proactively identify potential issues.
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Program Awareness and Communication: Communicate all program details, changes and actions internally at Shift, especially to trainers, to TMNA and to retailers or certified providers.
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Reporting and Analytics: Manage performance through use of analytics and reporting tools.
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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.
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Responsible for cross team coordination.
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Program Growth (adding new providers, increasing enrollment numbers, adding needed certified products/services).
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Develop, build, and present Quarterly Business Reviews to provide feedback on provider performance and certification status to clients.
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Additional responsibilities may be assigned.
DESIRED SKILLS & EXPERIENCE:
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5+ yrs. experience with a proven track record of success.
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Experience managing people is highly desired.
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Candidates need sales and/or customer service/consulting experience.
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Demonstrated ability to handle multiple projects and prioritize tasks in a fast-paced environment is required.
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Need a solid working understanding of the certified marketplace landscape.
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Advanced Microsoft Excel skills are required.
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Must be self-motivated, possess strong phone skills and be able to thrive and multi-task in a busy sales and support environment.
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Excellent communication and presentation skills are expected.
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College degree is a requirement.
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Light to Moderate travel may be required.
