Lead Customer Operations Analyst

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $106 000 - $136 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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CDK Global

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1972

💼 Conseil

🛡️ Assurance

📦 Logistique

Consulting • Insurance • Logistics

CDK Global est un leader dans la fourniture de solutions logicielles pour concessions automobiles, desservant près de 15 000 sites de concessionnaires à travers le monde. La société habilite les concessionnaires automobiles et de poids lourds avec des outils et des technologies avancés pour améliorer les opérations de vente et de service. Fort de plus de 50 ans d'expérience, CDK Global offre une suite complète de produits incluant des systèmes de gestion de concession, des logiciels de gestion de la relation client, des solutions de vente au détail numérique, et des outils de finance et d'assurance. L'entreprise se concentre sur la création de solutions intégrées et fluides pour renforcer la confiance, rationaliser les opérations, et augmenter les profits de ses clients dans les secteurs automobile et poids lourds. CDK Global met également l'accent sur l'utilisation de l'intelligence artificielle pour transformer l'expérience de vente au détail automobile en fournissant des insights et de l'intelligence à travers son portail de solutions unifié.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

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