Sr Mgr, Support (CVR)

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

About Us

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.

CVR, a CDK Global business, is a mission‑critical software platform that digitizes vehicle registration and compliance, connecting dealerships, consumers, state DMVs, insurers, and lenders into a single, integrated workflow. We replace manual, paper‑based title and registration processes with real‑time, automated transactions—improving speed, accuracy, and the customer experience. As a pure‑play electronic vehicle registration (EVR) platform with deep state DMV connectivity and dealer system integrations, CVR turns compliance from a bottleneck into a competitive advantage.

Visit www.cdk.com

The Role

Sr Mgr, Support - CVR

Position Summary

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.

Position Responsibilities & Essential Functions

• Responsible for establishing and delivering consistent and effective support strategies to CDK Global’s customers.
• Lead the development of standard, documented and measured processes across all products.
• Manage an efficient, measured and transparent pull‑based case management process.
• Define and set clear employee expectations and hold people, at all levels, accountable.
• Prepare 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 and 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.

Required Qualifications & Attributes

• Minimum of 8 years leadership experience, including managing large teams and being a leader of leaders.
• Experience 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.

Preferred Qualifications & Attributes

• 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.

Salary Range

$120,000 - $130,000. Compensation packages are based on several factors, including but not limited to skills, experience, certifications and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.

Benefits

• 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, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law. Applicants must be legally authorized to work in the United States without the need for current or future employment‑based visa sponsorship. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. CDK retains the right to change or assign other duties to this position as needed.