Lead Customer Operations Analyst

CDK Global

2d•Remote

About The Position

The Customer Operations Lead is responsible for all aspects of the 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.

Requirements

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.
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 skills.

Nice To Haves

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.

Responsibilities

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.
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 analysis.
Escalate 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 results.
Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysis.
Partner with organization subject matter experts to collaborate throughout the initiative process.
Follow all CDK Global policies and procedures.
Complete all mandatory assigned compliance tasks and acknowledgements.
Meet or exceed all performance expectations.
Hire and train new employees.
Organize workflow and ensure that employees understand their duties or delegated tasks.
Set goals for performance, monitor employee productivity, and provide constructive feedback and coaching.
Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.
Role model company values and leadership expectations.