Critical Situation Leader

Remote Position - USA

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 acquisition, sale, financing, insuring, repair, and maintenance of vehicles.

Coordinate communication to customers impacted by significant outages or an inability to sell cars, parts, and service. Focus also on requests for case escalation. Accept requests for assistance, ensure cases are managed and moved to successful completion.

• Manage case escalations brought up by the customer or internal CDK staff.
• Work with Care application teams to assess priority of escalations and ensure a successful conclusion.
• Engage all departments (Sales, R&D, Product) in critical issue resolution plans as needed.
• Partner with Sales and Fulfillment to make our dealers promoters of CDK.
• Utilize Vision/Salesforce application to manage open cases and subcases owned.
• Have a clear understanding of CDK’s business direction and willingness to approach any task for an overall outlook.
• Participate in CDK internal conference calls to represent customer interests and communicate action plans as needed.
• Serve as point person to dealers to help facilitate and coordinate across all CDK departments relating to case resolution.
• Participate in customer meetings remotely and on-site, representing support initiatives and current plans.
• Identify opportunities and initiate training plans for dealership staff.
• Host weekly calls to review case activity and issues related to Customer Care.
• Conduct regular case reviews for customers requiring extra focus to ensure movement and assignment.
• Assess dealership risk factors and identify risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities.
• Provide regular reporting of escalation activity and identify opportunities for improvement.
• Engage in outage bridges including weekends when outage impacted customers (unable to sell cars, parts, or service).
• Define communication requirements during outages.
• Build and distribute customer‑facing communication.
• Define the audience for impacted customers.

• Bachelor’s degree or related CDK experience.
• 5+ Years of client services, marketing, or sales experience.
• Excellent customer service and listening skills.
• Excellent verbal and written communication skills.
• Above average presentation skills.
• Knowledge of all CDK products, software, and hardware.
• Knowledge of CDK departments and internal processes.
• Knowledge of CDK’s business strategy, operational workings, product offerings, and the automotive industry.
• Ability to work and influence across all levels of the dealership.
• Strong multi‑tasking experience; multiple assignments and project issues.
• Strong collaboration and human resource development skills.
• Ability to analyze situations, determine a course of action, and comprehend dealer issues.
• Solution‑oriented, strategic thinking, and high‑judgment leadership.
• Saturday work required; must be able to work some weekends.

• Project management skills.
• Proficient in using Salesforce.
• 5+ Years of retail automotive experience.

Salary Range: $65,500 - $75,000. Compensation packages also include annual performance bonus, benefits, and/or other applicable incentive compensation plans.

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

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 U.S. must be authorized to work in the U.S. CDK may offer employer visa sponsorship to applicants. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

CDK retains the right to change or assign other duties to this position as needed.