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CDK Global is uniquely positioned at the heart of the automotive ecosystem, connecting the industry at every level.
Lead Customer Operations Analyst
Location
United States
Posted
21 days ago
Salary
$106K - $136K / year
Seniority
Senior
Job Description
Lead Customer Operations Analyst
CDK Global
• 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
Job 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.
Benefits
- Medical, dental, and vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
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