Sr Mgr, Support (CVR)

About the role

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.

Responsibilities

• Establish and deliver consistent and effective support strategies to CDK Global’s customers.
• Lead the development of standard, documented, and measured processes across all products.
• Manage an efficient, measured, and transparent pull-based case management process.
• Define and set clear employee expectations and hold people at all levels accountable.
• Prepare operating budgets and proposals for capital expenditure and investments in infrastructure, technology, equipment, systems, and resources.
• Drive strategic business planning, revenue generation and retention, and Implementation/Support execution.
• Manage geographically diverse teams across U.S. time zones and foster unity and team cohesion.
• Partner with Customer Success, Delivery, Product/Technology, and Sales to maintain communication lines to grow/win business.
• Translate strategic business goals into operational initiatives across functional teams, driving direction and focus.
• Provide internal employee and customer insights/feedback to product development teams, ensuring “voice of the customer” is represented in Product Roadmap development.
• Attract and retain top-level talent and establish a highly desirable working environment and team atmosphere, resulting in high employee engagement.
• Develop talent success plans throughout all levels of management and key roles.
• Ensure functional teams have appropriate training, communication, and information to successfully perform in their roles.

Requirements

• Minimum of 8 years leadership experience including managing large teams and leader 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 (setting/managing expectations, conflict resolution, presentation skills, and communication).
• Ability to consult, influence, and collaborate cross-functionally with other departments.
• Ability to handle an 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.

Preferred Qualifications

• Experience working in an automotive dealership 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 audiences.
• Ability to maintain poise under stress and respond quickly, logically, and patiently to questions or requests.

Pay

Salary Range: $120,000 - $130,000. The total compensation package for this position may also include annual performance bonus, benefits, and/or other applicable incentive compensation plans.

Benefits

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