Company

Cox Automotive - USA

Job Family Group

Engineering / Product Development

Job Profile

Sr Manager, Software Engineering

Management Level

Sr Manager - People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $144,900.00 - $241,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

A Sr Manager, Software Engineering of Level 1 & 2 Salesforce Support manages and leads a team providing technical support to customers, primarily focused on resolving complex Salesforce-related issues. This role involves technical expertise, leadership, and strong communication skills to ensure effective resolution of support cases and drive customer satisfaction.

Your Role:
Team Leadership

Lead and mentor a team of Salesforce support engineers, providing guidance, coaching, and performance management.

Technical Expertise

Possess a deep understanding of Salesforce platform, including its various modules (SFX , SFX(CPQ) and Billing) and related technologies.

Case Management

Ensure team’s work is completed in a timely manner and within SLAs by shifting resources and managing priorities as required, escalating as needed, while maintaining accurate documentation and communication.

Customer Communication

Build strong relationships with customers, providing clear and concise technical explanations and updates on case status.

Process Improvement

Identify and implement process improvements within the support team to enhance efficiency and effectiveness.

Collaboration

Work closely with internal teams like Sales, Service, Product, and Engineering to resolve issues and ensure product alignment. (added “Service”)

Incident Management

Lead the resolution of major incidents, ensuring timely recovery and minimal impact on customers.

Knowledge Management

Contribute to the development and maintenance of knowledge base articles and support documentation.

Problem Solving

Proactively identify and resolve potential issues before they impact customers. 

Technologies We Use: Salesforce, Service Station,

Min Qualifications:

Bachelor’s degree in a related discipline and 8 years’ experience in a related field. The right candidate could also have a different combination, such as master’s degree and 6 years’ experience; a P.h.D. and 3 years’; or 20 years’ experience in a related field.

3+ years’ leadership experience with demonstrated ability to motivate and lead a team, providing clear direction and guidance.

5+ years’ experience in Salesforce administration, development, or support roles, with a proven track record of leading and mentoring teams.

3+ years of ServiceNow experience

Strong understanding of Service Station and Salesforce platform, including its various modules and functionalities.

Preferred

5+ leadership experience with demonstrated ability to motivate and lead a team, providing clear direction and guidance with 5+ direct reports.

Leadership and Management Skills:

Experience leading and motivating small to medium-sized engineering teams: Candidates should have a proven track record of getting results through others.

Strong communication and collaboration skills: This position will need to effectively communicate with engineers, product managers, and other stakeholders with varying technical backgrounds.

Ability to prioritize tasks and manage competing demands: Juggling project needs with stakeholder requests and team goals requires strong prioritization skills.

Problem-solving and decision-making skills: This position will be asked to analyze problems, identify solutions, and make clear decisions that benefit the team and project.

Manage career progression for team members, including hiring, performance reviews, salary decisions, mentoring, coaching, and all duties normally associated with a hiring manager.

Work with your team to plan, design, implement and operationalize innovations and improvements to existing software.

Work with your team to continually improve their processes and develop best practices for agile development that deliver value to our stakeholders.

Servant leadership - we want you to empower your team members and remove roadblocks for them.

Desire to mentor and help our team members grow.

Excellent planning and prioritization skills with the ability to multitask and adapt to change.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.