Audi RED

Customer Support

• Serve as the primary point of contact for dealers reporting website issues through email, phone, or our internal ticketing system.
• Participate in a phone queue, answering inbound calls from dealers and documenting support requests.
• Troubleshoot a wide range of website-related issues, including AEM configurations, inventory discrepancies, third party issues, and site performance concerns.
• Utilize knowledge of automotive inventory management systems to investigate and resolve issues with vehicle data display, missing inventory, or incorrect pricing and details.
• Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary.
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets.
• Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps.
• Set clear expectations on resolution timelines and provide ongoing status updates.
• Educate dealers on website functionality, inventory handling, and platform best practices.
• Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution.
• Understand how inventory data flows from third-party systems to the website, including mapping logic and feed schedules.
• Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly.
• Identify recurring support themes and contribute to process improvements, internal documentation, and knowledge base development.

Website Support Specialist

Business Operations

• Access Management Coordination and fulfillment of all system access requests from agency partners, clients and internal team members
• Administration of Jira service portal to manage requests
• Process alignment with key stakeholders on access topics
• Maintenance of accurate and up to date documentation
• Coordination of Quarterly Access Reviews
• Coordinate operational onboarding of new employees, including scheduling activities and supporting new team members through the entire onboarding process
• Maintain onboarding and offboarding documentation
• Administer internal tooling (e.g., SharePoint, Atlassian, Figma)
• Coordinate with vendor and client Operations teams on shared topics (processes, access, onboarding/offboarding, tooling)
• Provide project management support for internal initiatives, as required
• Provide general administrative and coordination support to team members, as required
• Provide execution and coordination support to the Senior Operations Manager for certification and compliance initiatives (e.g., TISAX, ISO 27001), including:
• Supporting evidence collection and tracking, documentation upkeep, and coordination of inputs across teams
• Assisting with operational risk and policy review activities, including quarterly risk reviews and annual policy updates
• Coordinating scheduled compliance activities such as annual Business Continuity testing and maintaining related documentation

Business Operations Specialist – Contract

Operations

• Build, configure, and maintain Jira projects, including workflows, issue types, automations, filters, dashboards, and reporting to support migration, onboarding, and post-launch support processes
• Own and maintain the master dealership dataset, ensuring accuracy and consistency of dealership and regional attributes across multiple systems and platforms
• Lead the creation and implementation of scalable operational processes to support successful dealership migration and ongoing digital operations
• Develop and maintain program-wide documentation, including standard operating procedures (SOPs), process flows, playbooks, and support guides
• Coordinate with digital advertising and technology vendors throughout the security assessment process, ensuring all requirements, approvals, and deliverables are completed on time
• Partner with cross-functional teams (product, engineering, marketing, compliance, and support) to align operational execution with business objectives
• Prepare executive-level materials, including PowerPoint presentations, organizational charts, program documentation, and cross-functional summaries
• Monitor operational performance, identify process gaps, and recommend continuous improvement initiatives
• Ensure operational readiness for new launches, enhancements, and program expansions
• Help program leadership to identify, track, and proactively resolve cross-functional dependencies and operational risks that could impact migration timelines or launch readiness
• Own ongoing operational internal communications, including management of Slack channels and stakeholder updates to ensure alignment, visibility, and timely issue resolution
• Experience managing Salesforce applications and datasets.

Operations Lead Manager

• Serve as the primary point of contact for dealers reporting website issues through email, phone, or our internal ticketing system.
• Participate in a phone queue, answering inbound calls from dealers and documenting support requests.
• Troubleshoot a wide range of website-related issues, including AEM configurations, inventory discrepancies, third party issues, and site performance concerns.
• Utilize knowledge of automotive inventory management systems to investigate and resolve issues with vehicle data display, missing inventory, or incorrect pricing and details.
• Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary.
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets.
• Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps.
• Set clear expectations on resolution timelines and provide ongoing status updates.
• Educate dealers on website functionality, inventory handling, and platform best practices.
• Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution.
• Maintain working knowledge of DNS settings, call tracking, and third-party integrations that affect site performance.
• Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly.
• Identify recurring support themes and contribute to process improvements, internal documentation, and knowledge base development.
• Provide feedback to improve support workflows, tools, and dealer-facing resources.