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Senior Manager, Salesforce Operations and Support – Cox Business

Cox Communications Inc

This is a Full-time position in Atlanta, GA posted November 16, 2021.

*Primary Location: *6205-B Peachtree Dunwoody Rd, Atlanta, GA, USA *Division: *Cox Communications *Job Level: *Manager/Senior Manager *Travel: *Yes, 15 % of the Time *Schedule: *Full-time *Shift: *Day Job *Requisition Number: *219145 **This position may be based in any Cox Business market** The *Sr.

Manager, Salesforce Ops and Support* is a technically skilled leader and authority in a sales support and operations function, responsible for managing processes, workflow rules and business logic to ensure maximum platform productivity and efficiency.

This role will provide leadership and direction to ensure efficient operations within the support team, with a focus on Salesforce issue management, platform maturity and proactive troubleshooting.

The Sr.

Manager will be responsible for business user support and system administration by providing effective change management, process engineering and resolution management best practices.

The Sr.

Manager will focus on driving complex troubleshooting and multifaceted problem solving by leveraging experience, platform expertise, cross-functional partnerships, and in-depth research for timely resolution.

The role will also be responsible for ensuring Salesforce Administrators are effective and efficient in supporting Cox Business Sales and Order Management end-users with an anticipation of impending needs of the business to help create and drive new proficiencies.

They will be responsible for providing thought leadership concerning solutions to the challenges impacting various functions, e.g., Sales, Marketing, Digital, Product, Order Management.

*CORE RESPONSIBILITIES * * Drive consistent user support experience with timely updates and efficient transactions * Build alignment on operational cadence and communication with business functions * Communicate with partners to ensure timely and thorough issue resolution management * Influence business decisions, issue resolution and business alignment * Leverage strong understanding of the sales, service, and marketing functions to drive platform maturity * Nurture relationships with multiple business partners and stakeholders * Develop business insights to Sales Leaders on SF performance, productivity, process improvements.

* Guide team to implement process efficiencies, improvements, and support both planned and unplanned events * Function as a Cox Business Salesforce knowledge and technical expert for the business community * Define and investigate technical issues and opportunities for efficiencies * Drive alignment on operational cadence and communication with business functions * Provide direction and training to team members with various levels of experience * Lead development and support of employee development plans and career growth plans * Provide timely and appropriate coaching and guidance *FOCUS AREAS* * Lead a 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 * 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 * 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 * 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 and presentations for leadership to help influence decision making * Coach team members to continuously improve individual and team performance and capability.

* Facilitate meetings and presentations to leadership * Conduct performance reviews of team members to ensure performance objectives and expectations are met and, if not, take immediate action to improve performance level Qualifications: *Minimum* * Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S.

based job.

(Reasonable accommodations for medical and religious objections will be considered.) * 3+ Salesforce Experience * Salesforce Certification(s), technical knowledge, and experience * 5+ years of experience in related field, i.e.

operations, development, sales, change management, leading teams * Demonstrated problem solving and analytical thinking skills * Working Salesforce knowledge and experience *Preferred * * BS/BA degree in related discipline strongly preferred.

MBA | Advanced degree desired.

* Experience in telecommunications industry strongly * Demonstrated leadership and team building competencies and experience 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.