Director Of Digital Partner Channel - Sales And Operations Support

We are looking for our Director of DPC-SOS, who will be responsible for planning, designing, and implementing operational support for digital sales channels in Audi RED.Working closely with Technical support leads and Content specialists, the Director of DPC-SOS will build their team and processes to ensure markets are supported in their experience with digital sales channel software and properties.

Measurement of Success

You will be responsible fordirect collaborationwith all department leads inFinance, Technology, and Training, as well as customer facing support. In this collaboration you will design and implement measurements of success that ladder up to Organizational and client 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 throughout the digital sales channels seamless and integrated into the parallel offline sales experience.You are successful if the client partners are successful.

In the measurement of these results, you will assist in identifying areas of strength or improvement in the following areas:

• Training and development for partners and clients
• Process improvements
• Platform and third party integration and collaboration
• Financial impact
• Optimal delivery practices across North American Market
• Ongoing technical, market, and sales ops support
• Partner collaboration and relationship management
• Onboarding

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.

• You will identify areas for process design and general improvement through yourexperience leading an integrated team of technical and sales operations support.
• The system will includetechnical support triaging and execution, sales ops support for users, and overall expertise in the digital sales and operations toolsets.
• You willlead 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 your anexisting technical support team, andbuild a team of support staff for userswith 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 support system 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 DPC-SOS, 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.

• Recruiting, hiring, and management of internal team (limited as we will perform execution tasks through predefined partners)
• Quarterly customer success measurement
• Quarterly DPC-SOS reporting
• Meeting with users regularly
• Work closely with Analytics team to report on the impact your team has had on organizational KPIs
• Financial management against the budget for you department
• Design and build the team that will lead you to success
• Monthly leadership meetings
• Managing partner and third party relationships, including necessary contracting
• Lead the onboarding, training, and relationship management of users on the platform

Your impact:

Your impact is critical to the organization and the client success, as it is the centre of excellence 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.