Sr. Manager, Operations

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.

Position Summary:

The Operations Sr. Manager, has an expanded scope which oversees a team of Process Analysts and Operations Coordinators or teams of Supervisors who each manage a team of Process Analysts and Operations Coordinators. This role is responsible for ensuring the team is successful by creating and facilitating training and development to ensure business needs are met. Responsible for team development and retention by effectively communicating with team members and leadership to ensure team alignment and business needs/goals are met. Has a deep understanding of CDK’s business, cross-functional teams, and products as well as how they intersect across the organization. Interacts effectively with peers and cross-functional teams across the organization to ensure alignment. Works toward the good of the entire team and business through continuous communication, involvement, and alignment. The Sr. Manager, Operations is responsible for workforce planning and the organizational design of their teams. Understands the scope of the team and is able to problem solve and create solutions to help the team achieve results. Proactively works with leadership to design and implement current and future focused strategies. Has some accountability to P&L results.

The primary focus of this role will be on Professional Services Automation (PSA) software and processes which supports a large (400+) Professional Services team of various roles and skills. 

Responsibilities and Essential Functions:

• Directly manage Analysts and Supervisors. Perform evaluations, deliver feedback, prescribe solutions and monitor progress on KPIs. Understand teams and employee’s case loads to assist where needed. Read and analyze complex cases, as escalated from the team. Manages to metrics and takes actions based on results.  Provide support to Supervisors and ensure alignment across greater team.
• Focus will be on workforce utilization and optimization, forecasting both billing and revenue of services, skill model management, optimization of PSA tooling.
• Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK’s values; specifically, “Own It”. Regularly communicating with Supervisors to ensure demonstration and alignment across greater team.
• Regularly communicate expectations and context for decisions made across teams: Ensure team understand expectations and the why behind them.
• Interviews potential candidates and makes hiring decisions.
• Oversees PSA governance, change requests and prioritization of requests.
• Identifies business opportunities for efficiency and modernization within the scope of their team.

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience required 5+ years of direct experience. Bachelor’s degree.
• Proficiency in PSA, preferably Certinia (formerly Financial Force), Microsoft Tools (i.e. Powerpoint, Outlook, Excel) and tools needed for a virtual environment: Zoom, Slack, Live Monitor, Tableau, PowerBI.
• Exceptionally strong conflict resolution and decision making skills.  Focus on quality in customer experience.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Experience working in a team-oriented collaborative environment. Portrays a professional persona with internal and external clients
• Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Highly motivated and self-directed.
• Excellent written and oral communication skills. Keen attention to detail.
• Strong documentation skills
• Possesses strong business acumen - Ability to understand and capture business value proposition. Basic understanding of business budgeting process and financial risk/implications of business decisions. Ability to create operating analysis and demonstrate ROI as it pertains to priorities and decisions across the department.

Preferred Qualifications:

• Certinia (formerly Financial Force)
• PMP or Lean Six Sigma experience