Inside the Role
Inside the Role

The Aftermarket Digital Experience team is leading the industry through Excelerator, our cutting-edge eCommerce platform that delivers a seamless search, find, and buy experience, empowering customers to purchase parts, connectivity services, and extended coverage with ease.

As a Digital Operations Specialist, you will lead the development, management, and continuous improvement of performance reporting for the Excelerator platform. Focusing on key business metrics and KPIs across revenue, customer engagement, and support operations, you will provide timely, accurate, and actionable insights that enable data-driven decision-making and support operational excellence across the organization.

You will also serve as a primary point of contact for our dealer network and customers, helping users maximize the value of Excelerator while delivering exceptional support. Your ability to provide responsive, accurate, and customer-focused assistance will be critical to ensuring a seamless and successful digital purchasing experience.

In addition, you will support key customer programs, including Inner Circle Rewards and Independent Repair Facilities (IRF). Responsibilities include managing program access, ensuring compliance with established guidelines, and supporting dealer enrollment and eligibility to deliver a best-in-class customer experience.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

Position offers a starting salary range of $78,000 to $100,000USD

Pay offered dependent on knowledge, skills, and experience

Benefits include 401k company contribution with company match up to 8% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.

What You Drive at DTNA

• Enable data-driven decision-making through accurate reporting, KPI tracking, and actionable business intelligence for leadership and stakeholders.
• Improve customer and dealer satisfaction by delivering timely, effective support and reducing friction throughout the digital purchasing experience.
• Increase adoption by helping dealers and customers fully utilize Excelerator's capabilities and available services.
• Strengthen operational excellence through the development of standardized reporting, performance monitoring, and continuous process improvements.
• Ensure program integrity and compliance through effective management of customer programs, access controls, and eligibility processes.
• Identify opportunities for enhancements by leveraging customer feedback, support trends, and performance data to influence future Excelerator improvements.
• Establish and maintain standard work instructions that improve consistency, reduce knowledge gaps, and enable scalable support operations.

Knowledge You Should Bring

• Bachelor's degree in Business, Information Systems, Operations, or related field or equivalent professional experience.
• 2+ years of experience in digital operations, customer support, or eCommerce management.
• Excellent written and verbal communication, with the ability to tailor messaging for different audiences.
• Ability to work independently and proactively resolve issues while balancing customer needs, business objectives, and operational requirements.
• Experience using reporting and data visualization tools, including Tableau and Power BI, to build and monitor key metrics and share insights.
• Strong analytical and problem-solving skills with the ability to identify trends and recommend solutions.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Experience documenting processes and developing standard work instructions.
• Strong attention to detail and commitment to data accuracy and operational excellence.

Exceptional Candidates Might Have

• Understanding dealer and customer business models within the automotive and commercial vehicle industry.
• Knowledge of SAP Commerce Cloud (Hybris) or similar enterprise eCommerce platforms.
• Experience writing efficient queries to define, manipulate, and retrieve structured data in SQL.
• Knowledge of data modeling, data integration, and data governance principles within Snowflake and SAP HANA environments.

#LI-CF1

#LI-HYBRID

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-
Fort Mill, SC US, Portland, OR US. Relocation assistance is not available for this position.

Schedule Type:
Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.