Senior Sales Operations Analyst

Who we are At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years. What we do The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride! Role overview The Senior Sales Operations Analyst is a senior individual contributor responsible for resolving complex, high-impact Sales and Service issues and strengthening the processes that support the revenue organization. This role operates at the intersection of day-to-day support, Salesforce and CPQ (Configure, Price, Quote) operations, change management, and cross-functional problem solving. The position serves as a senior technical and operational anchor. In addition to supporting individual accounts and escalations, this individual leads the investigation and resolution of systemic issues, large-scale account or contract work, product and process changes, and emerging exceptions that require judgment beyond the standard support queue. The role partners closely with Sales, Enterprise Applications, Product, Finance, Commissions, Legal, and other stakeholders to protect business continuity, reduce dealer and seller impact, and convert recurring workarounds into scalable solutions. What you'll do • Lead resolution of complex, ambiguous, and high-impact Sales issues, including large account or contract rebuilds, revenue attribution issues, system configuration changes, and product or process launch support. • Triage systemic issues and emerging patterns; assess business impact, determine appropriate ownership, and coordinate resolution across Sales, Enterprise Applications, Product, Finance, Commissions, Legal, and vendor partners. • Serve as a subject matter expert for Salesforce Sales Cloud, Service Cloud, and CPQ processes, including accounts, opportunities, quotes, quote lines, approvals, fulfillment, validation rules, permissions, and related operational workflows. • Lead operational change management for new products, system releases, policy updates, and process changes; assess readiness, define operating procedures, coordinate stakeholder communication, and ensure changes are adopted effectively. • Design and maintain scalable processes, controls, playbooks, and exception documentation that make complex work repeatable and reduce dependence on informal knowledge. • Identify opportunities to eliminate manual work through process standardization, automation, and AI-enabled solutions; partner with technical teams to ensure operational requirements are captured and measurable. • Act as a consultative and proactive business partner to Sales and Service leaders, providing guidance on best practices, policy interpretation, risk, and operational tradeoffs. What you'll bring • 5 years of experience in Sales Operations or Analyst function. • 3+ years of experience using Salesforce or other CRM software to develop busines