Director, Support (US REMOTE)

About CDK
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.

The Role
The Director, Support leads a comprehensive support organization, overseeing a team of Managers and Senior Managers who each manage their own teams of Supervisors. This role serves as the primary support for both the management team and the broader organization, ensuring all leaders have the necessary tools, support, and resources to effectively run their teams.
 

Reporting to Senior Director, Support, this leader is seen as a key member of the leadership team and is responsible for cascading goals and priorities from upper management, enabling team leaders to execute on various initiatives across the organization. They prioritize training and development, collaborating with Managers to upskill team members as needed. Through effective communication with both team members and leadership, the Director, Support ensures strong team alignment with business objectives while focusing on development and retention.
 

The Director, Support must possess a deep understanding of CDK's business operations, cross-functional teams, and product portfolio, including how these elements interconnect across the organization. They build and maintain effective relationships with peers, cross-functional teams, and upper leadership to drive organizational alignment. Through continuous communication and involvement, the Director, Support works to advance both team and business objectives.
 

In this strategic role, the Director, Support holds responsibility for overall strategy development, workforce planning, and organizational design. They collaborate closely with the management team to solve complex problems and develop solutions that drive results. Working directly with the VP of Support, the Director, Support designs and implements both current and future-focused strategies while maintaining accountability for P&L results.
 

Position Responsibilities & Essential Functions: 

Strategic Leadership & Business Management:

• Responsible for the overall strategy, workforce planning and organizational design of the team
• Proactively works with Sr Director, Support with VP-level engagement, to design and implement current and future focused strategies
• Accountable for P&L results
• Possesses strong business acumen and understanding of budgeting processes
• Regularly communicates expectations and context for decisions made across teams
• Ensures team is aware of greater organizational changes and priorities

People Management & Development:

• Directly manages Managers and Sr. Managers who oversee team Supervisors
• Responsible for the care and wellbeing of team members without sacrificing business objectives
• Utilizes performance management tools to track team improvement
• Conducts scheduled team meetings and individual one-on-ones with employees
• Supports professional growth with ongoing and consistent feedback
• Responsible for writing individual performance reviews with strong understanding of "pay for performance" culture
• Partner with HRBPs, Leadership team, and VP on calibration exercise at year-end

Training & Team Excellence:

• Identifies greater team needs and priorities for training and development
• Works with managers to create and execute training plans
• Ensures training is executed accurately and aligned cross-functionally
• Demonstrates understanding of Talent Development: working with VP to set targets, proactively cascade goals to team
• Manages to metrics and takes actions based on results

Organizational Alignment & Process Management:

• Ensures team is adhering to all CDK processes, policies, and values
• Regular and consistent demonstration of CDK's values
• Regularly communicates with Managers and supervisors to ensure demonstration and alignment across greater team
• Works closely with management team to solve problems and create solutions
• Has a deep understanding of CDK's business, cross-functional teams, and products

Change Management & C