Sr Mgr, Support (CVR)

CDK Global•Valdosta, GA

12d•$120,000 - $130,000

About The Position

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.

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.