Lead Customer Operations Analyst

TechAlliance of Southwestern Ontario, London Economic Development Corporation; Illinois; Hybrid; USD 106,000 - 136,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid Time Off (PTO)

401(k) Matching Program

Tuition Reimbursement

Job summary

TechAlliance of Southwestern Ontario, London Economic Development Corporation is seeking a Customer Operations Lead responsible for driving automation through the Customer Success Platform. The role requires collaboration across various groups and effective communication regarding project processes.

With 3-5 years in technical support or customer service and a Bachelor’s degree, the ideal candidate will possess strong analytical skills and the ability to prioritize under pressure. The salary range offers competitive compensation including benefits like medical coverage and a 401(k) matching program.

Qualifications

• 3–5 years of experience in a technical support or customer service environment.
• 2–3 years of indirect people management experience or relevant experience.
• Proven analytical and problem-solving abilities, with experience managing and interpreting data.

Responsibilities

• Act as the primary administrator for the Customer Success Platform.
• Lead the standardization of in-app engagement tools.
• Partner cross-functionally to support programs aligned with Operations objectives.

Skills

Technical support experience

Customer service experience

Analytical skills

Communication skills

Organization skills

Problem-solving ability

Project management skills

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Customer Success Platforms (e.g., Totango)

Job description

Job Summary

The Customer Operations Lead is responsible for executing critical functional processes enabled through systems and key operational metrics across multiple departments involved in the project. The role focuses on structuring, communicating, and optimizing the Customer Success Platform and digital engagement tools, driving automation and health scoring, and incorporating AI to improve efficiency. While the position does not carry direct reports, it requires collaboration across internal and external groups to keep stakeholders informed, coordinate dependencies, and ensure project success.

Responsibilities

• Act as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring.
• Lead the standardization and administration of in‑app engagement tools to support automated tech‑touch campaigns and user adoption enablement.
• Maintain curiosity and innovation around AI technologies, finding creative ways to incorporate AI into workflows for increased efficiency.
• Indirectly manage a small team of individual contributors, providing feedback and coaching for professional growth.
• Utilize analytical skills to manage team data, monitor KPIs, recognize patterns, and formulate proactive adjustments.
• Partner cross‑functionally to support and prioritize programs aligned with Operations objectives and represent Customer Operations for new product rollouts.
• Accountable for project management and delivery of successful implementations, ensuring process adherence to high‑quality standards.
• Communicate plans and status proactively to senior leadership, business partners, and peers, clarifying progress, risks, and rationale behind decisions.
• Consistently measure defined KPIs, validate data accuracy, and ensure data availability for analysis.
• Escalate and assist in resolving data mapping issues between systems to ensure accurate and efficient data flow.
• Recommend adherence targets based on observed patterns and results.
• Partner with subject‑matter experts to collaborate throughout the initiative process.
• Follow all CDK Global policies and procedures and complete mandatory compliance tasks and acknowledgements.
• Meet or exceed all performance expectations.
• Hire, train, and organize workflow so that employees understand their duties or delegated tasks.
• Set performance goals, monitor productivity, and provide constructive feedback and coaching.
• Ensure adherence to legal policies and undertake disciplinary actions when necessary.
• Model company values and leadership expectations.

Qualifications

• 3–5 years of experience in a technical support or customer service environment.
• 2–3 years of indirect people management experience or relevant experience.
• Bachelor’s degree or equivalent work experience in a related function.
• Proficiency in MicrosoftTools (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, active listening, and questioning skills; effective communication with stakeholders at all levels.
• High motivation and self‑direction; ability to prioritize and execute tasks under pressure.
• Strong organizational, documentation, and project‑management skills with an ability to see the broader impact on cross‑functional teams.
• Excellent written, oral, and presentation communication skills.

Preferred Qualifications

• Experience with in‑app engagement/adoption platforms (e.g., Pendo, WalkMe, GainsightPX) and campaign enablement.
• Background in the automotive industry and a strong understanding of CDK Products.

Compensation & Benefits

• Salary Range: $106,000 – $136,000.
• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401(k) Matching Program.
• Tuition Reimbursement.

Equal Opportunity Employer

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, or veteran status. Applicants must be legally authorized to work in the United States and an ability to perform essential functions of the position will be required, with reasonable accommodations made when necessary.