Lead Customer Operations Analyst

Remote Position - USAAbout USCDK 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.

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Job Summary The Customer Operations Lead, is responsible for all aspect of execution of critical functional processes that are enabled via systems and key operational metrics across departments involved in the project. This role acts as a forward-thinking technologist responsible for structuring, communicating, and optimizing systems and processes, with a heavy focus on the Customer Success Platform and digital engagement tools.

While this position will not carry any direct reports, the role will be required to direct people and activities in multiple areas of the business. The role will interface with multiple internal and external groups to ensure all stakeholders are kept apprised of project status and that dependencies are documented, coordinated, and aligned for success.

Responsibilities 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.

Recognizes patterns and formulate plans to predict adjustments proactively. Recommends adherence targets based on observed patterns and results

Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysis

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…