1+ months

Director, Salesforce Operations and Support

Cox Communications Inc
Atlanta, GA 30303
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*Primary Location: *6205-B Peachtree Dunwoody Rd, Atlanta, GA, USA
*Division: *Cox Communications
*Job Level: *Director/Senior Director
*Travel: *Yes, 15 % of the Time
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *217344
*Role Summary*
The leader and authority on issues related to Salesforce end user support, system administration and operations ensuring effective change management, process engineering, and process driven systems business requirements in support of platform end users.

This role supports business users and boundary partners in solving Salesforce system and business challenges related to improving customer and employee experience. This high performing team leverages the Salesforce technology and platform to help users transform their sales, service and marketing capabilities. The range of key stakeholders range across functions: engagements are a combination of sales, marketing, transformation and providing reporting, operational and support, change management and training.
Understands and solves business and technology challenges related to the implementation of the Salesforce platform technologies. Leverages business acumen to understand underlying client business problems, while developing and delivering Salesforce technology-enabled solutions that address identified production issues. This requires a strong understanding of the sales, service and marketing functions within the organization along with understanding how Salesforce technology can be leveraged to enable organizational needs
Performs as a team leader-directing and supervising teams to create an atmosphere of trust and seeking diverse views; encouraging improvement and innovation; answering questions and providing direction to less-experienced staff; coaching team members including providing timely meaningful written and verbal feedback. Champions, provides influence and leadership to cross-functional teams and executive stakeholders on ideas and solutions that impact various functions, i.e. Sales, Marketing, Digital, Product.
*Primary Responsibilities *

* Responsible for leading two operational teams: customer focused and resolution management support functions. Key responsibilities:
* Drive consistent user support experience with timely updates and efficient transactions
* Capture and communicate user support experience with system and business process, trends, and possible value impacts on upcoming release backlogs to influence priority
* Influence business process changes by providing business analysis and administration based on trends, feedback and business insight by leveraging support trends
* Provide complex troubleshooting to reduce transactions and solve multifaceted problems for the business end users
* Assist in in-depth research through debug logging, JSON queries, OPTIX/ICOMS comparisons, etc. to enable quicker resolutions
* Direct complex issue resolution and engage in user and boundary partner engagement
* Drive close alignment and monitoring with technical support tier to drive resolution updates
* Generate reports, presentations for leadership and influence decision making
*Essential Functions*

* Direct team of Support Admins who support, train and drive resolution management across key Order Management and Sales functions within COX Business
* Provide support excellence with a focus on consistent, measurable, predictable platform ticket management and user administration
* Develop the long & short-term strategy for planning and implementing process improvement and/or support, ops and change management procedures.
* Develop strategy for planning and implementing processes to establish and maintain quality standards of existing service level offerings across existing support channels
* Develop policies, methods and procedures to supporting and lending to improvement of business processes and in support of operations, business support management.
* Ensure that changes are deployed in a consistent, timely fashion that manages the risk of change, minimizes disruptions to the target environment, and provides a framework to ensure that changes are successfully implemented
* Determine how new technologies can support reengineering business processes.
* Successfully builds and manages relationships between various field and corporate contacts to fully meet their business process and change management needs
* Coach team members to continuously improve individual and team performance and capability.
* Facilitate meetings and presentations to senior leadership
* Conduct performance reviews of team members to ensure performance objectives and expectations are met and, if not, takes immediate action to improve performance level
* Hire team members with the appropriate abilities required to achieve business goals
* Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for the U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
* 3+ Salesforce Experience
* 10 + years of experience in related field, i.e. operations, development, sales, change management, etc.).
* Experience in telecommunications industry strongly preferred.
* Demonstrated leadership and team building management.
* Demonstrated problem solving and analytical thinking skills.
* Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams
*Preferred *

* BS/BA degree in related discipline strongly preferred
* Salesforce Certification(s)
* MBA | Advanced degree preferred
* 5 or more years of experience in a management role preferred
* Working Salesforce knowledge and experience
Travel may be required on average from 10% to 15%, but could be as high as 25%, as business dictates, to and from Atlanta and all Cox locations for team collaboration meetings, meetings with Senior Leadership and/or training opportunities when Telepresence facilities are either not available or conducive to the work effort involved

Who We Are
*About Cox Communications*
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/).
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Posted: 2021-09-13 Expires: 2021-11-15
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Director, Salesforce Operations and Support

Cox Communications Inc
Atlanta, GA 30303

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