Sr. Digital Operations Analyst

Living Our Values
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Why Join Us

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.

Total Rewards
Our Total Rewards package underscores our commitment to recognizing your contributions. We offer a competitive and fair compensation structure that includes base pay and performance-based rewards. Compensation is based on skill set, experience, qualifications, and job-related requirements. Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave. Discover more about what we offer by visiting our Benefits page.

A Day In The Life
The Sr. Digital Operations Analyst owns the day-to-day operational health and continuous improvement of GST's Toyota dealer-facing applications and platforms. This role is the primary operations connector across TMNA, CRM/DMS vendors, GST IT, GST Dealer Support, the GST Liaison team, and internal stakeholders including field teams, Tier 3 escalation support, issue resolution, enhancement delivery, and dealer enablement. The role also produces launch and support materials that improve visibility, decision-making, and execution.

As a Sr. Digital Operations Analyst you will:

• Quality Assurance & Release Readiness
• Define and execute QA strategy for dealer-facing applications, including test planning, test case development, and release sign-off support
• Partner with internal teams and external partners to ensure deliverables meet GST and TMNA quality standards
• Releases are tested, documented, and delivered with minimal dealer disruption
• Dealer-Facing Technology Operations (Tier 3)
• Ensure dealer-facing changes are supported with clear instructions, communications, and defined escalation paths
• Serve as the Tier 3 escalation point for dealer-facing platforms
• Manage escalated tickets, including:
• Intake and triage
• Reproduction steps and impact assessment
• Priority classification
• Coordination with the GST Liaison team and partners through resolution
• Create and maintain training and launch materials, including:
• Launch/readiness playbooks
• Technical documentation
• Support and escalation playbooks
• TMNA Relationship & Toyota Application SME
• Act as the subject matter expert for TMNA dealer-facing applications across the GST dealer network
• Maintain strong working relationships with TMNA contacts to coordinate:
• Issue resolution and root-cause follow-up
• Product/release changes and operational impacts
• Dealer communications and timing
• Translate TMNA updates into actionable GST operating plans (testing, communications, training, readiness)
• Vendor Management / Primary Point of Contact
• Serve as the primary operational contact for relevant vendors
• Track vendor deliverables, timelines, and quality; drive accountability through structured follow-ups and documented commitments
• Salesforce Administration & Workflow Support
• Provide Salesforce administration and operational support, including:
• User access and permissions
• Configuration updates (as applicable)
• Routing/queue support and basic reporting
• Support intake and workflow management for requests, issues, and enhancements
• Continuous Improvement & Enhancements
• Lead enhancement implementation in partnership with the GST Liaison team and Sr. Manager, Digital Operations
• Translate business needs into clear requirements and acceptance criteria for technical teams and vendors
• Align cross-functionally with internal groups (Fleet, Distribution, TCUV, etc.) to confirm scope, impact, and timing

What We Need From You

• Bachelor's Degree Req
• 5-7 years experience in the field or in a related area or possess an equivalent combination of education and experience. Required
• Certified Business Analysis Professional (CBAP) Preferred
• Certified in Business Analysis -PMI Preferred
• DL NUMBER - Driver License, Valid and in State Required
• Relationship Management Customer relationship management is an approach that allows a company to manage and analyze interactions with customers. Awareness-Developing Required
• Team Oriented Team oriented refers to the mindset that collaborating with colleagues or team members benefits an organization by bringing different points of view that foster new ideas and opportunities for creative problem solving. Awareness-Developing Required
• Process Improvement Process Improvement is systemically introducing enhancements and optimizations within a business process to improve performance, reach best practice standards, increase quality, or amplify user experience. Awareness-Developing Required
• Influencing Skills Influencing skills cover a set of skills needed to affect change within a team or at an enterprise level particularly when there is no direct management of the team members. Awareness-Developing Required
• Change Management Change management is a practice and methods that supports organizational transformation driven by technical advances, crisis response, and mergers and acquisitions. Awareness-Developing Required

Physical and Environmental Requirements The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Travel Requirements
20%

Join Us
The Friedkin Group and its affiliates are committed to ensuring equal employment opportunities, including providing reasonable accommodations to individuals with disabilities. If you have a disability and would like to request an accommodation, please contact us at View email address on click.appcast.io. We celebrate diversity and are committed to creating an inclusive environment for all associates.

We are seeking candidates legally authorized to work in the United States, without Sponsorship.