*This position is remote/work from home and can be located anywhere within the United States but must work Eastern or Central Time hours. If in Atlanta, the role will be hybrid.
Application Deadline: Monday, August 18th
Manager, Sales Operations - CRM will lead a team dedicated to supporting the day-to-day use of Salesforce CRM across Sales and Performance Management teams at Cox Automotive. This role is responsible for driving CRM adoption, resolving user issues, and ensuring a seamless user experience. The ideal candidate is a strong people leader with a passion for developing talent, improving systems, and advocating for end-user needs. If the candidate is within Metro Atlanta, the role will be hybrid and not fully remote.
What You'll Do
- Lead and coach a team of CRM support specialists focused on troubleshooting, user enablement, and adoption of Salesforce CRM.
- Serve as the escalation point for complex CRM issues, ensuring timely resolution and clear communication with stakeholders.
- Distinguish between training-related issues and true system defects; partner with Training and Communication teams to address items that are identified as training-related.
- Partner with Cox Automotive's Production Support counterparts to ensure end users' needs are addressed and to stay aligned with our defined Ways of Working.
- Identify recurring pain points and systemic issues, escalating them for prioritization as enhancements or defect fixes.
- Collaborate with Sales, PM, Product, and IT teams to align on CRM strategy, and ensure CRM Team is ready to support new functionality as it's implemented. Directly partners with CAI Sales and PM leadership (DOS level) on critical support issues and proactive communications
- Maintain and evolve support documentation, FAQs, and knowledge base content to scale support operations.
- Monitor CRM usage and support metrics to uncover trends, inform training needs, and guide process improvements.
- Championing a culture of continuous learning and professional growth by mentoring team members and supporting their development.
- Participate in strategic planning ceremonies and cross-functional meetings to represent end-user needs and advocate for impactful solutions.
- Manage issue intake process and related workflows, leveraging data on volume, trends, and team performance metrics to identify strategic opportunities for process optimization and continuous improvement.
- Defines team KPIs and SLAs, communicates progress to leadership, and drives accountability to exceed targets and deliver exceptional support experiences.
- Maintains a capacity model to inform budget planning and scales the Tier 2 team to ensure best-in-class support across CAI teams.
- Ensure that the team remains current on both native Salesforce releases and internally developed enhancements, proactively identifying opportunities to leverage new capabilities for improved user experience and operational efficiency.
- Partners closely with the CPQ Tier 2 Manager to align on functionality, establish best practices, and foster cross-functional collaboration that enhances end-to-end solution delivery.
- Collaborates with Tier 1 leadership to ensure a streamlined, consistent support experience for end users through aligned processes and shared service goals.
- Travel: 10%
What's in It for You?
Here's a sneak peek at the benefits you could experience as a Cox employee:
- A competitive salary and top-notch bonus/incentive plans.
- Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
- Comprehensive healthcare, with multiple options for individuals and families.
- Generous 401(k) retirement plans with company match.
- Professional development and continuing education opportunities.
- Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
- Extra perks like pet insurance, employee discounts and much more.
Check out all our benefits.
Who You Are
Minimum:
- Bachelor's degree in related discipline and 6 years' experience in sales/business operations role (i.e., CRM Support, Administration or Operations). The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year of experience; or 10 years' experience in a related field.
- 1+ years of experience managing or mentoring a support or operations team.
- Strong understanding of Salesforce functionality, troubleshooting, and user support best practices.
- Proven ability to lead cross-functional initiatives and manage competing priorities.
- Excellent communication, problem-solving, and stakeholder engagement skills coupled with the ability to tailor presentations/communications based on the audience, adjusting the level of details and delivery style to engage both individual contributors and leadership effectively.
- Ability to analyze data to identify trends, generate insights, and develop actionable recommendations that support continuous improvement and strategic decision-making.
- Ability to translate user feedback into actionable system improvements. Experience with tools such as ServiceNow, Rally, PowerPoint, Excel, Microsoft Word, and Project Management Tools.
- Demonstrates strong communication skills to clearly convey information, engage stakeholders, and ensure alignment across teams and initiatives.
- Proven ability to work across teams to align priorities, share insights, and drive unified outcomes that support organizational goals.
- Effectively manages time and priorities across multiple initiatives, balancing strategic planning with day-to-day operations to meet deadlines and drive team success.
- Proactively anticipates stakeholders' needs to deliver timely solutions, foster alignment, and support evolving business priorities.
- Demonstrates flexibility and the ability to pivot quickly in response to evolving business priorities, ensuring continued alignment and effective support.
- Brings a proactive mindset with the ability to anticipate challenges, adapt quickly, and contribute to continuous improvement in a dynamic environment.
- Proven track record of leading complex projects that support diverse end-user groups and leadership levels.
- Travel: 10%
Preferred:
- Salesforce Administrator certification is a plus.
- Project Management Certification
Join the Cox family of businesses and make your mark today!
USD 90,100.00 - 150,100.00 per year
Compensation:
Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 08/18/2025
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Cox
$90,100.00 - $150,100.00 / yr
parental leave, paid time off, paid holidays, flex time, 401(k), remote work
Aug 15, 2025