Senior Analyst, Operations – Data Analytics

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

Position Summary

The Senior Analyst, Operations – Data Analytics plays a crucial role in supporting Care Operations by driving data-driven decision-making through reporting, dashboard creation, and in-depth analysis. This role requires a blend of technical expertise, critical thinking, and problem-solving to transform complex data into clear, actionable insights.

The ideal candidate has a keen analytical mindset, quickly identifies root causes, and effectively communicates findings across functions. In addition to optimizing data processes and improving reporting efficiency, this position contributes to operational improvements that enhance customer care outcomes.

This position offers a great opportunity to influence strategic decision-making and drive operational excellence by harnessing the power of data. If you thrive in a dynamic environment and excel at transforming data into meaningful stories, we invite you to apply.

Responsibilities

• Provide business insights to leadership through strategic analysis and clear communication.

• Collaborate with senior leaders to present data findings and solve complex operational challenges.

• Investigate data mismatches, analyze trends, and improve data flow accuracy. Conduct ad hoc analyses and manage daily, weekly, and monthly reports to assess trends and inform business decisions.

• Support the implementation and adoption of new business processes, (Contract Center as a Service (CCaaS) tools , and data systems.

• Partner with enablement teams to provide training and ensure effective system utilization.

• Map data between systems to ensure accurate and efficient data flow.

• Deliver recommendations for optimizing staff utilization and reducing costs.

• Analyze customer behavior and partner with subject matter experts to identify areas for improvement.

• Track and reconcile key performance metrics, driving product changes, training, and case deflection through data-driven insights.

• Establish and maintain data governance practices to ensure data accuracy, consistency, and security across systems.

• Monitor data tracking processes to ensure alignment with organizational standards and continuous improvement.

Required Skills

• Strong analytical skills with the ability to interpret data and create actionable insights.

• Proficiency in SQL and data visualization tools such as Tableau or Power BI.

• Exceptional attention to detail when working with large datasets to ensure data quality.

• Ability to present complex data findings to non-technical stakeholders clearly and effectively.

• Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.

• Proven ability to build and maintain relationships across all organizational levels.

• Self-starter who can work independently in a matrixed environment.

• Demonstrated ability to deliver measurable business results under time pressure.

• Personal accountability, passion, and a commitment to execution.

Preferred Skills

• Experience with customer care data analytics and workforce planning.

• Familiarity with tools such as Qualtrics, Salesforce, Five9, Verint, Automated Distribution Software, MS Office (PowerPoint, Project, Access), Jira, and cloud-based technologies.

• Ability to think long-term, align team efforts with organizational goals, and anticipate future challenges and opportunit