Sr Mgr 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.

• 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.
• Prepares 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.
• Manages geographically diverse teams across U.S. time zones and fosters unity and team cohesion.
• Partners with Customer Success, Delivery, Product/Technology and Sales to maintain communication lines to grow/win business.
• Translates strategic business goals into operational initiatives across each of the functional teams, driving direction and focus.
• Provides internal employee and customer insights/feedback to the product development teams, ensuring the voice of the customer is represented in Product Roadmap development.
• Attracts and retains top level talent and establishes a highly desirable working environment and team atmosphere, resulting in high employee engagement.
• Develops talent success plans throughout all levels of management and key roles.
• Ensures functional teams have appropriate training, communication and information to successfully perform in their roles.

• Minimum of 8 years leadership experience including managing large teams and leaders of leaders.
• Experience in 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 including 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.

• Experience working in an automotive dealership is 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 stakeholders.