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Director/Sr. Director, Customer Support

Cincinnati, OH, US, 45212

67148

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

The Director/Senior Director of Customer Support is responsible for the leadership of teams located in our Cincinnati and Portland offices, as well as employees who work out of their homes.  This position provides leadership oversight and guidance to the functional managers, supervisors, and/or professional staff that are responsible for Technical Support in our Front End Sales (F&I, Digital Contracting/eSign, Credit, etc.), Layered Applications (CDK CRM,  Menu Vantage Platinum, Lot Merchandising, CDK Vehicle, etc.) and Forms Support teams.  Additionally, the Senior Director is responsible for maintaining and improving the customer experience, from a seamless transition from Implementation to the Support teams for ongoing customer support.  This position is responsible for supporting both retention and growth of revenue (via high customer satisfaction), while minimizing costs via quality and efficient service delivery.  This position is also responsible for piloting and implementing new service offerings, institutionalizing best and standard practices, and driving efficiencies across departments.  This leader will also be responsible for finding new solutions to automate service delivery, particularly in the area of Forms, but could extend into other opportunities (RPA, BOT, Machine-Learning, Third-Party Partners, etc.).  This candidate will also be responsible for driving and implementing customer community portal and self-serve processes that will allow customers to better self-serve and decrease inbound customer issues.

 

Position Responsibilities & Essential functions

 

  • Responsible for establishing and delivering consistent and effective support strategies to CDK Global’s customers. Leads the development of standard, documented and measured processes for across all products
  • Manages an efficient, measured and transparent, pull-based, case management process
  • Ability to define and set clear employee expectations and hold people, at all levels, accountable
  • Manages an efficient, measured and transparent, pull-based, case management process
  • Preparation of 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
  • Engage and collaborate with senior leaders to design new Support processes, incident management procedures, SLA offerings, and create tools and infrastructure required to support all of the above.
  • Partner with Customer Success and Sales to maintain communication lines to grow/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.
  • Performs all job duties under guidance of CDK Corporate Values and Customer Experience Leadership Traits.
     
    Qualifications & Job Requirements
     
  • Minimum of 8 years leadership experience including managing large teams and managers of managers
  • Management of large Customer Service, Implementation and Operations functional groups in a high-tech software environment
  • Experience establishing and managing budgets and forecasts
  • Experience in establishing process, tools, workflows, and driving continuous improvement
  • Experience identifying, hiring, growing, and retaining top talent across multiple disciplines
  • Experience establishing and 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
  • Bachelors (BA/BS) degree required

 

PREFERRED ATTRIBUTES & Qualifications

  • 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
  • Experience in Lean Six Sigma process and methodologies – Green or Black belt a plus

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  

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