Sr Mgr, Support (CVR)

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.CVR, a CDK Global business, is a mission-critical software platform that digitizes vehicle registration and compliance, connecting dealerships, consumers, state DMVs, insurers, and lenders into a single, integrated workflow. We replace manual, paper-based title and registration processes with real-time, automated transactions—improving speed, accuracy, and the customer experience. As a pure-play electronic vehicle registration (EVR) platform with deep state DMV connectivity and dealer system integrations, CVR turns compliance from a bottleneck into a competitive advantage.The Role: Sr Mgr, Support - CVR Position Summary: 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.Position Responsibilities & Essential functions:Responsible for establishing and delivering consistent and effective support strategies to CDK Global’s customers. Leads the development of standard, documented and measured processes for across all productsManages an efficient, measured and transparent, pull-based, case management processAbility to define and set clear employee expectations and hold people, at all levels, accountableManages an efficient, measured and transparent, pull-based, case management processPreparation of operating budgets and proposals for capital expenditure and investments in infrastructure, technology, equipment, systems, and resources.Responsible for 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 cohesionPartner with Customer Success, Delivery, Product/ Technology and Sales to maintain communication lines to grow/win business.Translate strategic business goals into operational initiatives across each of the functional teams, driving direction and focus.Provide internal employee and customer insights/feedback to the 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.Required Qualifications & Attributes:Minimum of 8 years leadership experience including managing large teams and leader of leadersExperience in driving continuous improvementExperience identifying, hiring, growing, and retaining top talent across multiple disciplinesExperience measuring key performance indicators, and leveraging data to drive decisionsExperience developing creative solutions and driving complex initiatives through to completionExperience working cross-functionally within a company to ensure processes and systems are established and adhered toStrong interpersonal soft skills (setting/managing expectations, conflict resolution, presentation skills, and communication)Ability to consult, influence, and collaborate cross-functionally with other departmentsAbility to handle increasingly high volume of work in a fast paced, deadline driven environment in a calm mannerAbility to act and adapt quickly, successfully balancing speed with high quality executionAbility to collaborate, negotiate, and reach consensus with others across all levels of an organizationStrong leadership, business development, organization, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skillsPreferred Qualifications & Attributes:Experience working in an automotive dealership highly preferredAbility to exercise sound, independent judgment in handling complex customer operationsAbility to build and grow strategic account relationshipsAbility to prepare and deliver c-level presentations for internal and external audiencesAbility to maintain poise un