Platform Operations Manager
Position Summary
The Platform Operations Manager is a critical leadership role within the Platform Onboarding Team, responsible for driving operational clarity, sustaining onboarding momentum, and managing the execution team. This role bridges strategic direction with tactical delivery, ensuring stores are activated efficiently and platform usage is maximized. In addition to managing onboarding workflows, this role supports Tier 2 platform operations by handling infrastructure, configuration, VPN, and MFA-related escalations.
Key Responsibilities
Leadership and Management
- Provide leadership, mentorship, and support to direct reports and teams across various departments to foster a culture of accountability and excellence.
- Support strategic initiatives to improve onboarding throughput and lifecycle visibility.
- Drive operational hygiene by validating data accuracy across CRM, Jira, and WarrAdmin.
- Escalate systemic issues to the Sr Director of Warranty Operations and coordinate cross-team solutions.
- Supervise the Platform Implementation Specialist, providing guidance and prioritization resolution timelines.
Workflow & Technical Escalation
- Serve as Tier 2 support for platform infrastructure, configuration, VPN, and MFA-related issues.
- Troubleshoot credential failures, connectivity blockers, and integration gaps.
- Step in to assist with credential setup, DMS integration, and activation tasks when needed.
- Collaborate with the Platform Technical Lead to validate builds and groom the backlog of ineligible stores.
- Maintain and evolve onboarding dashboards, reporting tools, and lifecycle trackers.
- Ensure SLA compliance across onboarding workflows, including ticket response and resolution timelines.
Cross-Functional Coordination
- Lead daily standups with cross-functional teams (Deployment, IT, Development, Warranty Ops).
- Identify and escalate gaps in credentialing, build execution, and claim submission readiness using data from CRM, Jira, and WarrAdmin.
- Collaborate with stakeholders to refine onboarding workflows, close process gaps, and implement improvements that enhance throughput and platform adoption.
Qualifications
- 5+ years in a management or operational leadership role, with direct team oversight.
- Proven ability to lead teams, manage direct reports, and drive cross-functional execution.
- Strong organizational, problem-solving, and decision-making skills.
- Advanced proficiency in Excel, Jira, CRM systems, and operational reporting tools.
- Excellent communication and escalation management across technical and non-technical teams.
- Understand credential workflows, DMS integrations (DealerTrack API, CDK 3PA, Reynolds RCI), and VPN/MFA setup.
- Comfortable working in a fast-paced, evolving environment with high accountability.
Reporting Structure
- Reports to: Senior Director of Warranty Operations.
- Direct Reports: Platform Build & Integration Specialist.
- Collaborates with: Platform Technical Lead, Deployment, IT, Development, Warranty Ops.
- Medical, Vision, and Dental
- 401(k) Plan
- PTO
- FSA and HSA Accounts
- Remote Opportunity
- Flexible Schedule
Average salary estimate
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