Senior Manager, Customer Support & Operations

TechAlliance of Southwestern Ontario, London Economic Development Corporation; Kentucky; Hybrid; USD 120,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Paid Time Off (PTO)

401(k) Matching Program

Tuition Reimbursement

Job summary

CDK Global is seeking an Sr Mgr, Support - CVR to lead customer operations strategy and execution, reporting to the VP & GM. You will oversee support delivery, build high-performing teams, and partner with Customer Success, Delivery, Product/Technology and Sales to enhance dealer, DMV, lender and consumer experiences.

You will shape process standards, drive cost efficiency, and manage budgets while aligning talent and resources with strategic goals.

Qualifications

• 8+ years leadership experience including managing large teams and leaders.
• Experience driving continuous improvement.
• Experience identifying, hiring, growing and retaining top talent across multiple disciplines.
• Experience measuring KPIs and using data to drive decisions.
• Experience developing creative solutions and leading complex initiatives.

Responsibilities

• Establish and deliver consistent, effective support strategies for CDK Global's customers.
• Develop standard, documented, and measured processes across all products.
• Manage a transparent pull-based case management process.
• Define clear employee expectations and hold people accountable.
• Prepare operating budgets and proposals for capital expenditures and infrastructure investments.
• Lead strategic planning, revenue generation and retention, and implementation/support execution.
• Coordinate across U.S. time zones and foster team unity.
• Collaborate with Customer Success, Delivery, Product/Technology and Sales to grow the business.
• Translate strategic goals into operational initiatives across functions.
• Provide voice of the customer insights to product roadmap development.
• Attract and retain top talent and cultivate a high-engagement work environment.
• Develop talent success plans at all management levels.
• Ensure teams have training and information to perform effectively.

Skills

Leadership

Cross-functional collaboration

KPIs & analytics

Continuous improvement

Talent management

Communication

Job description

CDK Global is seeking an Sr Mgr, Support - CVR to lead customer operations strategy and execution, reporting to the VP & GM. You will oversee support delivery, build high-performing teams, and partner with Customer Success, Delivery, Product/Technology and Sales to enhance dealer, DMV, lender and consumer experiences.

You will shape process standards, drive cost efficiency, and manage budgets while aligning talent and resources with strategic goals.