Welcome to Audi RED, a new and exciting opportunity to change the way partners work together. Audi RED is an organization founded on a true partnership between BIMM Management Group, a leading Toronto based digital and technology agency, and Audi, the automotive brand shaping the future of premium mobility.
Audi RED aims to be the technology centre of North America and the eventually the globe for Audi’s digital experience ecosystem. It will be the centre of excellence, innovation, design, and delivery. Built upon the foundation of a longstanding partnership, and a commitment to collective growth and success, Audi RED will be the bridge between agency and product, delivering the utmost in customer experience and service design through technologically driven solutions.
Job Description
We are looking for our Director of RDO, who will be responsible for planning, designing, and implementing operational support for a new integrated dealer website program in Audi RED. Working closely with technical support, content specialists, and account managers, the Director of RDO will build their team and processes to ensure retailers are supported in their experience with the new program.
Measurement of Success
You will be responsible for direct collaboration with all department leads in finance, technology, and training & onboarding, as well as retailer facing support in the field and remote. In this collaboration you will design and implement measurements of success that ladder up to organizational and retailer measurements. You will work with department leads to define, document, and measure (on a monthly and quarterly basis) achievements of the departments according to predefined KPIs. The overarching goal of this role is to make the customer experience in onboarding, usage, participation, and support of the integrated dealer website seamless with the offline sales experience. You are successful if the retailers are successful.
In the measurement of these results, you will be responsible for Adoption, Optimization, and Evolution of the new program within retailers:
Initial assessment & design
Assessing the fit-gap between current state and future state, you will aim to understand the needs of the users of the platform, and work closely with technical writers and user experience designers, to plan and design the optimal support system. The system will include retailer website performance and optimization, sales ops support for users, and overall expertise in the digital sales and operations toolsets. You will identify areas for process design and general improvement through your experience leading an integrated team of retailer success managers and sales operations support. You will lead the design of a learning management program and continual training resources to help onboard new users, and keep them engaged with the form and function of the platform. You will work closely with an existing technical support team and build a team of support staff for users with respect to content management/authoring, custom configuration of the system, and ongoing support for each.
Implementation and rollout
Once your system and processes are designed, and the team is configured, you will be accountable for the successful rollout of the retailer support system [WJ1] through account management, in parallel with the launch of the new digital sales infrastructure and channels. Working closely with your team, and the users, you will lead the successful deployment of the Sales and Operations Support model.
Continual Improvement
Working through any findings, you will partner with the department leads to define areas of improvement, and look to support with tools, process, or resources. You will help implement change management approaches and practices to ensure smooth iteration of these improvements. All will be recorded in an Operational Improvement plan, that will be available for senior executives to align, endorse, and support along the way. You will report on improvements through senior leaders to board level reviews on a quarterly basis.
Process Design and Iteration
As the Director of RDO, you will be accountable for ongoing review and refinement of processes within your purview. Working with your team, you will lead proper documentation, version control, onboarding, training programs, and overall process improvement.[WJ2]
Key Responsibilities
Your impact:
Your impact is critical to the organization and the client success, as it is the centre of excellence in for support. The impact will be measurable in the successful team design, rollout support, training, onboarding, and ongoing support leading to the success of the client in their venture to digital channel sales and operations.
Qualifications:
5+ Years in a Sales and Operations Management role within a medium size services business focussed on delivery and support of a digital sales focussed product. Having worked closely and directly with clients using a digital platform. Experience supporting a newly launched product to market with specific user needs.
Powered by JazzHR
JpByLeV5xZ
Requisition ID: 165734 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. The Team...
Apply For This JobSenior Software Engineer – Permanent position in Burnaby: On behalf of our client based in Burnaby, Ignite Technical Resources is...
Apply For This JobAbout WooSender WooSender is a fast-growing SaaS company founded by 2 marketing experts to combine business sales and communication into...
Apply For This JobGénéraliste en ressources humaines Pourquoi vous aimerez Canada Cartage Nous sommes une société canadienne emblématique qui cumule plus de 100...
Apply For This JobMission Statement: Homes First Society develops and provides affordable, stable housing and support services to break the cycle of homelessness...
Apply For This JobAt CPOS, our team is on a mission to level the playing field for small businesses. We take pride in...
Apply For This Job