Cdk Global LLC

Lead Customer Operations Analyst

Remote, USA · Senior

No sponsorship$106k-$136kDetected 30 days ago

Project ManagementExcelCustomer SuccessCustomer SupportLeadershipProblem SolvingMentoringMicrosoft Office

About the role

This role acts as a forward-thinking technologist responsible for structuring, communicating, and optimizing systems and processes, with a heavy focus on the Customer Success Platform and digital engagement tools.
The role will interface with multiple internal and external groups to ensure all stakeholders are kept apprised of project status and that dependencies are documented, coordinated, and aligned for success.

Lead the standardization and administration of In-App engagement tools to support automated "tech-touch" campaigns and user adoption enablement.
Indirectly manage a small team of Individual Contributors, deliver feedback, and support professional growth through consistent coaching.
Utilize strong analytical skills to manage team data, monitor KPIs, and recognize patterns to formulate plans and predict adjustments proactively.
Partner cross-functionally across departments to support and prioritize programs aligned with defined Operations' objectives and ensure Customer Operations is represented for new product rollouts.
Clearly and proactively communicate plans and status to Senior leadership, business partners and peers that enables efficient alignment/understanding of progress, risks, and the "why" behind decisions.
Partner with organization subject matter experts to collaborate throughout the initiative process
Exceptional rapport-building, listening, and questioning skills with the ability to effectively communicate to stakeholders at all levels of the organization.

3-5 years of experience working in a technical support or Customer Service environment, with 2-3 years indirectly managing people or relevant experience.
Bachelor's degree or equivalent work experience working in a related function
Proficiency in Microsoft Tools (Excel, PowerPoint, Outlook) and Customer Success Platforms (e.g., Totango).
Proven analytical and problem-solving abilities with experience managing and interpreting data to take action based on results.
Ability to effectively prioritize and execute tasks in high-pressure environments
Ability to effectively communicate to stakeholders at all levels of the organization - with excellent written, oral, and presentation skills
While this position will not carry any direct reports, the role will be required to direct people and activities in multiple areas of the business.
Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.
The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Experience with In-App engagement/adoption platforms (e.g., Pendo, WalkMe, Gainsight PX) and campaign enablement.
Background in the automotive industry and a strong understanding of CDK Products.

$ 106,000 - $ 136,000
CDK Global is committed to fair and equitable compensation practices.
Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.
The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

Paid Time Off (PTO)
Tuition Reimbursement
Medical, dental, and vision benefits in addition to:
Act as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring in system ownership.

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers ("OEMs") across automotive and related industries.
The Company's cloud-based, software as a service ("SaaS") platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles.
At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights.
Our values define who we are and how we show up for each other, our customers, and our communities.
Stay Curious, Own It, Be Open, Create Possibilities
The Customer Operations Lead, is responsible for all aspect of execution of critical functional processes that are enabled via systems and key operational metrics across departments involved in the project.
By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.
Visit www.cdkglobal.com
Our values: Stay Curious, Own It, Be Open, Create Possibilities
At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities.
We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued.

Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

This listing is sourced directly from Cdk Global LLC's careers page and normalized into a canonical job model.