None

BA/BS w/ 1-2 years of experience

• 1-2 years of experience in technical support

• MySQL
• L2T’s AutoQuity Platform
• Google Products: Google Docs, Google Ad Network & Google Analytics

• Bing Ads
• Facebook
• Paid Search, Display, Video & Mobile
• Excel
• JIRA or ticketing system experience

Communication

• • Well organized written and confident verbal communication skills
  • Command (Present with confidence and authority both internally and externally)
  • Able to convey information efficiently and suitable for specific audiences

Customer Focus

• Committed to customer-centric mindset
• Able to understand the automotive landscape
• Propose optimal and mutually beneficial business solutions

Accountability

• Attention to detail and committed to producing high quality work
• Recognizes when issues within the department will have downstream impact
• Escalate critical issues and alert anyone that may be affected

Drive for Results

• Able to analyze product performance data
• Contribute to team and company goals for overall success

Continuous Improvement & Mutual Respect

• Self-motivated, continuous learner, and problem-solver
• Treat all departments with respect and build strong cross-functional relationships
• Able to understand the bigger company picture

• Data analytics: interpreting/analyzing results/conducting audits
• Read and apply all SOP’s
• Respond and support tickets within JIRA within agreed-upon SLAs
• Provide custom reports from L2T database
• Execute month-end preliminary error reports
• Troubleshoot month-end errors
• Provide month-end KPIs
• Onboard/Offboard employees in MAP & JIRA
• Troubleshoot issues related to automated OEM program data files
• Maintain FTPs used by L2T & tech partners

Zero to Two

BA/BS w/ 2-5 years of experience

• 2-4 years of experience in digital advertising technical support

Mastery of Application/Technical Aptitude at Specialist Level

• Supports manager with process improvements, efficiencies and product quality, and campaign performance
• Able to train others on technical projects
• Visual Basics for Applications (VBA)
• Powershell

Mastery of all Soft Skills at Specialist level

Communication

• • Able to confidently write and present materials to internal and external audiences
  • Lead major company and industry-wide product presentations
  • Able to comfortably present to EMT with solutions and recommendations as a subject matter expert

Customer Focus

• Committed to customer-centric mindset

Accountability

• Employee task delegation, people management and product quality check-ins
• Performance planning: 30-60-90-day plans, annual performance review and coaching employees

Drive for Results

• Contribute to team and company goals for overall success

Continuous Improvement & Mutual Respect

• Develop strong, collaborative working relationships across departments
• Improve the employee experience

Mastery of all Role Requirements at Specialist Level

• QA data analytics, communicate/escalate pertinent information upward and downward
• Able to successfully onboard and train new hires as well as manage 1 to 2 Associates or Specialists
• Create strong and collaborative relationships with peers to solve client issues or client requests.
• Partner with development team in writing stories, defining acceptance criteria & review finished product prior to development
• Act as a software partner for select relationships.
• Support and be a resource for products and platforms for specialist level team members.
• Provide input on support and dev proposals from 3^rd parties
• Challenge tech partners to ensure development requirements are met and resources are deployed in a cost-effective manner.
• Develop processes in terms employees can easily follow
• Shadow other departments to understand the upstream and downstream impacts of technical issues

One to Three

BA/BS w/ 3-6 years of experience

• BA/BS w/ 3-6 years of experience
• 2-4 years of experience in digital advertising tech support
• 2-3 years of experience with critical platforms (MySQL, Excel, Google Tag Manager, JIRA, Facebook, Bing Ads, Google Ad Network, YouTube & Google Analytics)

Mastery of Application/Technical Aptitude at Senior Specialist Level

• Proven track record of flawless execution & attention to detail

Mastery of all Soft Skills at Senior Specialist level

Communication

• • Advanced written and verbal communication skills

Customer Focus

• Advanced customer-centric mindset

Accountability

• Aptitude at screening new hire candidates for required team skills & traits
• Able to keep dev partners accountable for delivering on best practices. (Weekly refinement meetings, collaborate on story acceptance criteria, scheduling out sprint reviews, executing on QA, smooth deployment of code)

Drive for Results

• Manage people (planning/prioritizing/delegating) to increase productivity & quality of work
• Able to remove roadblocks encountered by team members
• Able to identify quality issues related to code/development processes & ensure issues are resolved with development partners.

Continuous Improvement & Mutual Respect

• Works well with supervisors of other departments

Mastery of all Role Requirements at Senior Specialist Level

• Develop processes for QA’ing work of team & ensuring tasks are executed
• Manage SOP’s ensuring they are documented, validated and utilized by the team
• Understand the competitive landscape across the market (Tier I, II, III), understand client objectives & how they generate revenue.
• Supports manager with budgeting, man-loading, optimal team design & recruiting
• Responsible for developing and managing project budgets
• Understand how staffing impacts the department (budget, time to fill ratios, headcount, requisition process, hiring process)
• Research and communicate industry trends
• Support and be a resource for products and platforms for senior specialist level team members.
• Develop & assist with sensitive information such as budget, salary, etc.
• Able to solve complex problems and train leads to develop optimal solutions and anticipating technical implications
• Partner with manager in assessing and hiring of candidates
• Recognize the work of direct reports and give company recognition
• Model successful approaches to direct reports so the team understands proper expectations.
• People Management
  • Support and coach direct reports to meet individual and team goals.
  • Recognize the work of direct reports and provide company recognition.
  • Provide and model successful approaches to build successful skills and set expectations with direct reports.
  • Plan, prioritize and delegate team work to increase productivity and quality

Four or More

BA/BS w/ 5+ years of experience

• 3-5 years of experience in digital advertising tech support
• 3 years of management experience required proven track record in digital strategy execution
• 3 years of experience with critical platforms (MySQL, Excel, Google Tag Manager, JIRA, Facebook, Bing Ads, Google Ad Network, YouTube & Google Analytics)

Mastery of Application/Technical Aptitude at Supervisor Level

• Lead vision and take ownership of all product processes, procedures, training and testing
• Look for ways to improve processes to increase efficiencies, product quality and campaign performance
• Proven track record of flawless execution as a team leader

Mastery of all Soft Skills at Supervisor level

Communication

• • Proven ability to solicit input from teams and act upon input with implementation or rationale into why suggestion was not pursued

Customer Focus

• Advanced customer-centric mindset

Accountability

• Support and coach direct reports and instill staff accountability

Drive for Results

• Prioritization of work (self and direct reports)
• Able to negotiate support and development agreements with tech partners

Continuous Improvement & Mutual Respect

• Emotional intelligence: self-awareness, self-management, social awareness, relationship management
• Inspirational team and thought leader
• Development of direct reports and long-term investment of team development

Mastery of all Role Requirements at Supervisor Level

• Identify and recruit candidates for team
• Coordinate with supervisor on KPI’s and deliver acceptable metrics
• Own & manage department budgets
• Workforce planning / management
• Develop and manage direct reports to create a high-performing team
• Set department goals with senior managers/leads
• Oversee SOPs; compile monthly reports for management meetings
• Understand how to socialize recommendations, incorporate feedback & pitch ideas to EMT
• Support and be a resource for products and platforms for supervisor level team members.
• Able to solve complex technical problems and train team leads to develop optimal solutions.
• Own all partner relationships and utilize team members when necessary to ensure value is maximized
• Lead all product software investment initiatives with internal and external teams
• Adept at feature, benefit analysis and writing business cases to support investment