Sr. Digital Operations Analyst

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The Senior Digital Operations & Dealer Technology 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.

• 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

• Bachelor's Degree Req
• 5-7 years experience in the field or in a related area or possess an…