We are seeking a dedicated and experienced Sr. Program Manager to join the Sales Operations team. This role leads initiatives with a focus on Transaction Operations, Order Operations, Title Operations, sales systems, and backend operational improvements that directly impact customer experience from order placement through delivery and post-sale documentation. The role partners closely with Sales Operations, IT Product Management, Legal, Tax, and operational subject matter experts to improve process efficiency, resolve production issues, validate system releases, and ensure incentives, fees, taxes, and customer-facing agreement documents are accurate and launch-ready.

Key Responsibilities

• Lead Sales Operations projects from intake through requirements, solution design, UAT, stakeholder alignment, deployment, and post-launch communication.

• Own daily triage of ad hoc Salesforce, CFS, and sales operations system issues by monitoring production behavior, investigating root causes, creating solution tickets, partnering with IT, and driving timely releases.

• Identify and eliminate manual workflows, inefficiencies, and process gaps across Transaction Operations, Order Operations, and Title Operations.

• Develop and maintain analytics, reporting, dashboards, and operating mechanisms that provide visibility into open tickets, completed work, production issues, UAT status, and project progress.

• Maintain vehicle sales fee, discount, and incentive databases; execute monthly and ad hoc incentive updates; validate incentive accuracy across systems; and troubleshoot production incentive issues.

• Coordinate cross-functional implementation of new fees, discounts, incentives, and sales programs, ensuring system readiness and accurate launch execution.

• Lead User Acceptance Testing for Sales Operations, including test script creation, validation, release sign-off, defect follow-up, and stakeholder communication.

• Own and maintain Order Agreement and Purchase Agreement document templates and related repositories, including version control, template updates, approval coordination, and release readiness.

• Partner with Legal and technical teams to enhance vehicle sales document templates and maintain centralized document repositories for agreement packets and DocuSign templates.

• Ensure tax and fee calculation accuracy across applicable U.S. and Canadian workflows by validating logic, maintaining CFS configurations, managing the TOPS Lease Calculator, and partnering with IT, Tax, LFS, and external vendors on issue resolution.

• Review and triage contract discrepancies and contract modification requests, including transportation fee removal, tax validation, and other fee adjustments.

• Maintain and enhance knowledge bases, SOPs, policy documentation, personnel maps, and process documentation for Transaction Operations and related Sales Operations workflows.

• Provide operational support for ad hoc business initiatives, intake requests, executive updates, and cross-functional project communications.

• Identify discrepancies, bottlenecks, and control gaps, then recommend process, system, or reporting improvements to increase operational efficiency and reduce downstream customer or field impact.

• Provide clear project status updates to internal and external stakeholders, including risks, blockers, decisions needed, and launch readiness.

• Tax and fee calculations are accurate in CFS and Salesforce systems.

Qualifications

• 5+ years of experience in automotive operations, transactional order management, sales operations, systems operations, or a related project/program management function.

• Strong understanding of vehicle sales, transaction operations, order operations, DMV/contract workflows, and registration/title-related processes.

• Experience triaging production system issues, translating business needs into technical requirements, partnering with IT or product teams, and validating releases through UAT.

• Strong analytical and data-driven problem-solving skills, with comfort using dashboards, reporting, and operational metrics to manage priorities.

• Experience maintaining or validating incentives, fees, discounts, tax logic, lease calculators, agreement templates, and/or customer-facing sales documents.

• Ability to partner cross-functionally with Legal, Tax, Sales Operations, Sales/Delivery, Sales Communications, IT, and operational SMEs to deliver major initiatives.

• Comfort presenting recommendations, risks, tradeoffs, and project status to senior stakeholders and cross-functional leadership.

• Advanced Microsoft Excel and PowerPoint skills; familiarity with Salesforce, CFS or comparable sales systems, Jira-style issue tracking, document repositories, and template management tools preferred.

• Excellent written communication skills, with the ability to develop SOPs, release updates, stakeholder communications, and executive-ready project summaries.

• Exceptional organizational skills, attention to detail, self-starter mentality, and comfort navigating ambiguity in a high-energy, fast-paced environment.