Sr Mgr, Support (CVR)

CDK Global•Columbus, OH

10d

About The Position

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. 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. CVR, a CDK Global business, is a mission-critical software platform that digitizes vehicle registration and compliance, connecting dealerships, consumers, state DMVs, insurers, and lenders into a single, integrated workflow. We replace manual, paper-based title and registration processes with real-time, automated transactions—improving speed, accuracy, and the customer experience. As a pure-play electronic vehicle registration (EVR) platform with deep state DMV connectivity and dealer system integrations, CVR turns compliance from a bottleneck into a competitive advantage.

Requirements

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

Nice To Haves

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

Responsibilities

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.