[Remote] Lead Customer Operations Analyst

Note: The job is a remote job and is open to candidates in USA. CDK Global is a leading provider of cloud-based software to dealerships and OEMs across automotive and related industries. The Customer Operations Lead is responsible for executing critical functional processes and optimizing systems and processes with a focus on the Customer Success Platform and digital engagement tools while collaborating across multiple departments.ResponsibilitiesAct as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring in system ownershipLead the standardization and administration of In-App engagement tools to support automated "tech-touch" campaigns and user adoption enablementAct as a change agent by maintaining curiosity and innovation about AI technologies, finding creative ways to incorporate AI into workflows for increased efficiencyIndirectly manage a small team of Individual Contributors, deliver feedback, and support professional growth through consistent coachingUtilize strong analytical skills to manage team data, monitor KPIs, and recognize patterns to formulate plans and predict adjustments proactivelyPartner cross-functionally across departments to support and prioritize programs aligned with defined Operations' objectives and ensure Customer Operations is represented for new product rolloutsAccountable for the project management and delivery of a successful implementation for any assigned projects, ensuring process adherence to high-quality standardsClearly 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 decisionsConsistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysisEscalate and assist in resolution of the mapping of data between systems, ensuring accurate and efficient data flowRecognizes patterns and formulate plans to predict adjustments proactively. Recommends adherence targets based on observed patterns and resultsConsistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysisPartner with organization subject matter experts to collaborate throughout the initiative processFollow all CDK Global policies and proceduresComplete all mandatory assigned compliance tasks and acknowledgementsMeet or exceed all performance expectationsHire and train new employeesOrganize workflow and ensure that employees understand their duties or delegated tasksSet goals for performance, monitor employee productivity, and provide constructive feedback and coachingEnsure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arisesRole model company values and leadership expectationsSkills3–5 years of experience working in a technical support or Customer Service environment, with 2–3 years indirectly managing people or relevant experienceBachelor's degree or equivalent work experience working in a related functionProficiency 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 resultsExceptional rapport-building, listening, and questioning skills with the ability to effectively communicate to stakeholders at all levels of the organizationAbility to effectively prioritize and execute tasks in high-pressure environments; highly motivated and self-directedStrong 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 teamsAbility to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skillsExperience with In-App engagement/adoption platforms (e.g., Pendo, WalkMe, Gainsight PX) and campaign enablementBackground in the automotive industry and a strong understanding of CDK ProductsBenefitsAnnual performance bonusMedical, dental, and vision benefitsPaid Time Off (PTO)401K Matching ProgramTuition ReimbursementCompany OverviewCDK Global is a leading provider of retail technology and software as a service (SaaS) solutions that help dealers and auto manufacturers run their businesses more efficiently, drive improved profitability and create frictionless purchasing and ownership experiences for consumers. It was founded in 1972, and is headquartered in Austin, Texas, US, with a workforce of 5001-10000 employees. Its website is http://www.cdkglobal.com/.