Lead Audit

The Team Lead acts as a subject matter expert (SME) and provides guidance to a team of individuals supporting local channel partners and their advertising partners by reviewing local brand enhancing advertising according to requirements, verifying qualifying fund utilization, reviewing required POP against guidelines, reviewing tax invoices and managing rebate incentives.

Duties/Responsibilities:

• Monitor daily goals and send team status updates. 

• Lead quality assurance activities for your team 

• Contribute to daily production activities to ensure SLA achievement  

• Work with many customers (via phone, chat, or email) to understand their marketing needs and coach them in creating and submitting brand-enhancing content and program-abiding documentation  

• Serve as a subject matter expert (SME) for assigned client program and develop a deep understanding of program guidelines and operational processes  

• Identify, document, and communicate potential operational efficiencies 

• Guide a positive, proactive, operations-oriented environment and coordinate with supervisor and other regional leads to drive improvement  

• Anticipate internal hurdles and course-correct to prevent inefficiency in workflow    

• Proactively communicate to keep all key internal stakeholders updated on program progress and performance  

• Work closely with supervisor and other regional leads to manage program(s) 

• Partner with internal training team to onboard new employees 

Qualifications:

• 7-9 years previous experience working in a high-pressure deadline-driven environment 

• 2+ years experience responding to customer inquiries via emails, chats and telephone calls using a customer service platform 

• Bachelor’s Degree in a business, communication, journalism or marketing related field 

• Good working knowledge of the automotive industry in the United States  

• Ability to coach and challenge team members in an honest, open, and constructive style    

• Strong math, written and verbal communication skills, as well as proven problem-solving and multi-tasking ability    

• Ability to organize work, handle multiple tasks and meet deadlines    

• Exceptional client and customer service background    

• Some technical experience (administrative, data hierarchy structures, website configurations, Office 365 applications) 

• Excellent command of the English language with excellent verbal and written communication skills