Remote Position - USA
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. Visit www.cdkglobal.com
At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities. Our values: Stay Curious, Own It, Be Open, Create Possibilities.
Summary
The Sr. Program Management & Strategy Enablement role in Customer Operations is responsible cross functional organization and Program Management of business initiatives across Professional Services, Learning Services, Customer Care, and Customer Success. This Customer Operations role will work closely with Product and Sales Operations to ensure effective readiness across the Customer Journey with all functions enabled for launch and sustaining modernization. This role works directly with leaders from other functions to ensure goals are achieved thru alignment and elimination of Silos. Communications as well as strong organizational and issue management skills are critical to address conflicts in priorities between teams and programs.
Responsibilities
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The Sr Program Manager must have a deep understanding of SaaS business delivery primarily in end-to-end value enablement thru Value driven Outcomes. Sr. Manager, Program Operations is responsible for multi-team milestone-based planning during scoping, design, development, and delivery phases of Product lifecycles. Clear communication of program status is required at an Executive and Sr. Leadership level.
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Regularly communicate expectations and context for decisions made across teams: Ensure Supervisors understand expectations and the why behind them. Support supervisors in communication to Associates. Create plan and assist in execution
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Provides regular context and communication. Facilitates the acceptance of change in the workplace. Acts as a change agent for their teams. Takes the unpopular stand to challenge the status quo but support the unified decision of the management team.
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Act as primary owner of key program that spans cross functional teams. Ensures clear expectation setting, tracking, and critical KPI availability to ensure measured progress and outcome alignment. Responsible as the key individual driving execution and communication of program initiatives
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Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK’s values; specifically, “Own It”. Regularly communicating with Supervisors to ensure demonstration and alignment across greater team
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Identifies business opportunities for efficiency and modernization within the scope of their team and across the organization as a whole
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Develop and communicate project status reports, which include open issues, risks, budget, resource and schedule details
Qualifications
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Extensive knowledge of Microsoft Tools (i.e. Powerpoint, Outlook, Excel) and tools needed for a virtual environment: Teams, Confluence, and standard Program Management tools
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Strong skills and experience related to Services process/delivery including CRM, PSA, LMS and Customer Success Platforms for Customer Journey Optimization
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Exceptionally strong customer service and conflict resolution skills. Focus on quality in customer experience focused on Business Outcomes.
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Experience working in a team-oriented collaborative environment. Portrays a professional persona with internal and external clients. Is seen as a thought leader within department and cross-functionally
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Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Highly motivated and self-directed
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Exceptional written and oral communication skills. Keen attention to detail
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Possesses strong business acumen - Ability to understand and capture business value proposition. Basic understanding of business budgeting process and financial risk/implications of business decisions. Ability to create operating analysis and demonstrate ROI as it pertains to priorities and decisions across the department
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Ability to think strategically, innovate, and make sense of complicated situations. Strong problem solving skills and ability to develop and document process standardization
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Bachelor’s degree or equivalent work experience required
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5+ Years of experience working in the related function. 5+ years managing people or relevant experience.
Preferred Qualifications
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Experience with Agile Product delivery for SaaS offerings leveraging PLM managed multi-P&L solutions.
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Leadership of operational functioning related business function
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Background in automotive industry. Strong understanding of CDK Products
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Background in automotive industry. Strong understanding of CDK Products
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Masters degree or equivalent work experience in a customer operations environment with a Hardware/Software Solution provider
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Experience with SFDC CRM, Certinia PSA, Totango CSP, and Learning Management Platforms
Salary Range: $131,850 - $150,000
CDK Global is committed to fair and equitable compensation practices. 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.We offer Medical, dental, and vision benefits in addition to:
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Paid Time Off (PTO)
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401K Matching Program
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Tuition Reimbursement
At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.
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 for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.
Top Skills
What We Do
We’re Neuron at CDK Global. We use artificial intelligence and machine learning to produce predictive data insights for dealers and automakers. We’re committed to helping dealers connect and serve their customer base while growing their businesses in the way they envision.
After the acquisition of Square Root on February 1st, our enterprise software, CoEFFICIENT®, is further breaking through organizational silos, uncovers each dealership's unique needs, and helps achieve business goals to improve customer experiences.
Why Work With Us
Our culture is at the core of everything we do. As we grow, we’re not only looking to hire the best and brightest, but we’re also looking for people who share our values of Own It, Stay Curious, Be Open and Create Possibilities. We pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different
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