Lead Customer Operations Analyst

🕒 Junho 12

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $106.000 - $136.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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CDK Global

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1972

☁️ SaaS

🤖 Inteligência Artificial

Automotive • SaaS • Artificial Intelligence

A CDK Global é uma fornecedora líder em soluções de software para concessionárias, atendendo a quase 15. 000 locais de concessionárias em todo o mundo. A empresa capacita concessionárias automotivas e de caminhões pesados com ferramentas e tecnologia avançadas para aprimorar as operações de vendas e serviços. Com mais de 50 anos de experiência, a CDK Global oferece um conjunto abrangente de produtos, incluindo Sistemas de Gestão de Concessionárias, software de Gestão de Relacionamento com o Cliente (CRM), soluções de Varejo Digital e ferramentas de Finanças e Seguros. A empresa foca na criação de soluções integradas e contínuas para melhorar a confiança, simplificar operações e aumentar os lucros de seus clientes nos setores automotivo e de caminhões pesados. A CDK Global também enfatiza a utilização de inteligência artificial para transformar a experiência de varejo automotivo, oferecendo insights e inteligência por meio de seu portal de soluções unificadas.

Descrição

• Act as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring in system ownership • Lead the standardization and administration of In-App engagement tools to support automated "tech-touch" campaigns and user adoption enablement • Act as a change agent by maintaining curiosity and innovation about AI technologies, finding creative ways to incorporate AI into workflows for increased efficiency • Indirectly manage a small team of Individual Contributors, deliver feedback, and support professional growth through consistent coaching • Utilize strong analytical skills to manage team data, monitor KPIs, and recognize patterns to formulate plans and predict adjustments proactively • Partner cross-functionally across departments to support and prioritize programs aligned with defined Operations' objectives and ensure Customer Operations is represented for new product rollouts • Accountable for the project management and delivery of a successful implementation for any assigned projects, ensuring process adherence to high-quality standards • Clearly 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 decisions • Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysis • Escalate and assist in resolution of the mapping of data between systems, ensuring accurate and efficient data flow • Recommends adherence targets based on observed patterns and results • Partner with organization subject matter experts to collaborate throughout the initiative process • Follow all CDK Global policies and procedures • Complete all mandatory assigned compliance tasks and acknowledgements • Meet or exceed all performance expectations • Hire and train new employees • Organize workflow and ensure that employees understand their duties or delegated tasks • Set goals for performance, monitor employee productivity, and provide constructive feedback and coaching • Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises • Role model company values and leadership expectations

🎯 Requisitos

• 3–5 years of experience working in a technical support or Customer Service environment • 2–3 years indirectly managing people or relevant experience • Bachelor’s degree or equivalent work experience working in a related function • Proficiency 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 results • Exceptional rapport-building, listening, and questioning skills with the ability to effectively communicate to stakeholders at all levels of the organization • Ability to effectively prioritize and execute tasks in high-pressure environments; highly motivated and self-directed • Strong 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 teams

🏖️ Benefícios

• Medical, dental, and vision benefits • Paid Time Off (PTO) • 401K Matching Program • Tuition Reimbursement