Revenue Operations – Operations Specialist at Dealer eProcess

Maintain daily operations of the revenue engine: ensure clean data, reliable routing, responsive CRM support, and accurate product records, allowing frontline teams to sell and serve seamlessly.

Mission

Be the hands-on owner of CRM health and user enablement—fix the data, clear blockers, and make the process the easiest way to work.

Core Responsibilities

1. CRM Support & Administration
   • Triage user tickets (access, views, lists, reports, automations) and close within SLA.
   • Build/maintain Saved Views, lists, dashboards, and routine workflow updates.
2. Data Hygiene Execution
   • Daily sweeps for duplicates, missing required fields, and unassociated documents.
   • Maintain product mix accuracy (current and historical) on Company records; 
3. Routing & Safety Nets
   • Monitor lead routing, response timers, and escalation rules; keep one-sequence-per-contact guardrail intact.
   • Resolve ownership conflicts quickly and document outcomes.
4. Release Enablement
   • Prepare release notes and quickstart guides when processes or fields change.
   • Run short Looms or office hours for user adoption.
5. Quality Assurance
   • Spot-check key processes (e.g., MQL handling, handoff completeness, save-motion triggers) and log defects for fix.

Decision Rights

• Can merge records, correct field values, and update associations following policy.
• Can unenroll contacts from conflicting sequences and reassign per routing rules.
• Recommends (but does not approve) changes to lifecycle/definitions.

Success Measures (examples)

• Ticket SLA: % of CRM tickets resolved on time; user CSAT.
• Data Health: duplicate rate, field completeness, doc association accuracy.
• Process Integrity: % of MQLs handled within SLA; collision attempts resolved; routing errors per 1,000 leads.
• Enablement: adoption of new views/workflows; release-note open rates.

Collaboration Map

• Works daily with Sales, Marketing, CS managers, and the Head of RevOps.
• Coordinates with BI/IT on integrations; with Finance for quote/contract alignment.

Qualifications

• 1 to 3 years of experience in CRM administration or support (HubSpot experience preferred).
• Strong attention to detail, a service-oriented mindset, and clear written communication skills.
• Comfortable working with spreadsheets, quality assurance checklists, and light automation tasks.
• Flexible and able to manage multiple projects and tasks simultaneously.
• 1 to 3 years of experience with G Suite is required.
• A general understanding of core principles of data governance is required.