The Role: Sr Mgr, Support - CVR
Position Summary: This is a high-impact leadership opportunity to shape the customer operations strategy for CVR, as we continue to modernize the vehicle registration and compliance experience. Reporting directly to the VP & General Manager, this leader will oversee support execution, drive operational excellence, build and develop high-performing support teams, and partner cross-functionally to improve outcomes for dealers, DMVs, lenders, insurers, and consumers.
Position Responsibilities & Essential functions:
- Responsible for establishing and delivering consistent and effective support strategies to CDK Global’s customers. Leads the development of standard, documented and measured processes for across all products
- Manages an efficient, measured and transparent, pull-based, case management process
- Ability to define and set clear employee expectations and hold people, at all levels, accountable
- Manages an efficient, measured and transparent, pull-based, case management process
- Preparation of operating budgets and proposals for capital expenditure and investments in infrastructure, technology, equipment, systems, and resources.
- Responsible for strategic business planning, revenue generation and retention, and Implementation/Support execution.
- Manage geographically diverse teams across U.S. time zones and foster unity and team cohesion
- Partner with Customer Success, Delivery, Product/ Technology and Sales to maintain communication lines to grow/win business.
- Translate strategic business goals into operational initiatives across each of the functional teams, driving direction and focus.
- Provide internal employee and customer insights/feedback to the product development teams, ensuring “voice of the customer” is represented in Product Roadmap development.
- Attract and retain top level talent and establish a highly desirable working environment and team atmosphere, resulting in high employee engagement.
- Develop talent success plans throughout all levels of management and key roles.
- Ensure functional teams have appropriate training, communication and information to successfully perform in their roles.
Required Qualifications & Attributes:
- Minimum of 8 years leadership experience including managing large teams and leader of leaders
- Experience in driving continuous improvement
- Experience identifying, hiring, growing, and retaining top talent across multiple disciplines
- Experience measuring key performance indicators, and leveraging data to drive decisions
- Experience developing creative solutions and driving complex initiatives through to completion
- Experience working cross-functionally within a company to ensure processes and systems are established and adhered to
- Strong interpersonal soft skills (setting/managing expectations, conflict resolution, presentation skills, and communication)
- Ability to consult, influence, and collaborate cross-functionally with other departments
- Ability to handle increasingly high volume of work in a fast paced, deadline driven environment in a calm manner
- Ability to act and adapt quickly, successfully balancing speed with high quality execution
- Ability to collaborate, negotiate, and reach consensus with others across all levels of an organization
- Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skills
Preferred Qualifications & Attributes:
- Experience working in an automotive dealership highly preferred
- Ability to exercise sound, independent judgment in handling complex customer operations
- Ability to build and grow strategic account relationships
- Ability to prepare and deliver c-level presentations for internal and external audiences
- Ability to maintain poise under stress and to respond quickly, logically, and patiently to questions or requests
Salary Range: $120,000 - $130,000
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)
401K Matching Program
Tuition Reimbursement
