Lead Customer Operations Analyst

Remote Position - USAAbout USCDK 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. 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 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. Our values: Stay Curious , Own It, Be Open , Create PossibilitiesJob SummaryThe 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. 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.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. 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.ResponsibilitiesAct as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring in system ownership.Lead the standardization and administration of In-App engagement tools to support automated "tech-touch" campaigns and user adoption enablement.Act as a change agent by maintaining curiosity and innovation about AI technologies, finding creative ways to incorporate AI into workflows for increased efficiency.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.Accountable for the project management and delivery of a successful implementation for any assigned projects, ensuring process adherence to high-quality standards.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.Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysisEscalate and assist in resolution of the mapping of data between systems, ensuring accurate and efficient data flow.Recognizes patterns and formulate plans to predict adjustments proactively. Recommends adherence targets based on observed patterns and resultsConsistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysisPartner with organization subject matter experts to collaborate throughout the initiative processFollow all CDK Global policies and proceduresComplete all mandatory assigned compliance tasks and acknowledgementsMeet or exceed all performance expectationsHire and train new employeesOrganize workflow and ensure that employees understand their duties or delegated tasksSet goals for performance, monitor employee productivity, and provide constructive feedback and coachingEnsure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arisesRole model company values and leadership expectationsQualifications3–5 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 functionProficiency 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.Exceptional rapport-building, listening, and questioning skills with the ability to effectively communicate to stakeholders at all levels of the organization.Ability to effectively prioritize and execute tasks in high-pressure environments; highly motivated and self-directed.Strong organizational, documentation, and project management skills, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams.Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skillsPreferred QualificationsExperience 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.Salary Range: $ 106,000 - $ 136,000CDK 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)401K Matching ProgramTuition ReimbursementAt 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. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.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. CDK retains the right to change or assign other duties to this position as needed. #J-18808-Ljbffr