Lead Customer Operations Analyst

CDK Global

Customer Operations Lead managing critical functional processes and engagement tools for CDK Global. Act as primary strategist for Customer Success and drive innovation in workflows.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $106,000 - $136,000 per yearWebsite

About the role

Key responsibilities & impact

Act as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring in system ownership
Lead the standardization and administration of In-App engagement tools to support automated "tech-touch" campaigns and user adoption enablement
Act as a change agent by maintaining curiosity and innovation about AI technologies, finding creative ways to incorporate AI into workflows for increased efficiency
Indirectly manage a small team of Individual Contributors, deliver feedback, and support professional growth through consistent coaching
Utilize strong analytical skills to manage team data, monitor KPIs, and recognize patterns to formulate plans and predict adjustments proactively
Partner cross-functionally across departments to support and prioritize programs aligned with defined Operations' objectives and ensure Customer Operations is represented for new product rollouts
Accountable for the project management and delivery of a successful implementation for any assigned projects, ensuring process adherence to high-quality standards
Clearly and proactively communicate plans and status to Senior leadership, business partners and peers that enables efficient alignment/understanding of progress, risks, and the "why" behind decisions
Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysis
Escalate and assist in resolution of the mapping of data between systems, ensuring accurate and efficient data flow
Recommends adherence targets based on observed patterns and results
Partner with organization subject matter experts to collaborate throughout the initiative process
Follow all CDK Global policies and procedures
Complete all mandatory assigned compliance tasks and acknowledgements
Meet or exceed all performance expectations
Hire and train new employees
Organize workflow and ensure that employees understand their duties or delegated tasks
Set goals for performance, monitor employee productivity, and provide constructive feedback and coaching
Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
Role model company values and leadership expectations

Requirements

What you’ll need

3–5 years of experience working in a technical support or Customer Service environment
2–3 years indirectly managing people or relevant experience
Bachelor’s degree or equivalent work experience working in a related function
Proficiency in Microsoft Tools (Excel, PowerPoint, Outlook) and Customer Success Platforms (e.g., Totango)
Proven analytical and problem-solving abilities with experience managing and interpreting data to take action based on results
Exceptional rapport-building, listening, and questioning skills with the ability to effectively communicate to stakeholders at all levels of the organization
Ability to effectively prioritize and execute tasks in high-pressure environments; highly motivated and self-directed
Strong organizational, documentation, and project management skills, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisKPI managementproject managementautomationAI technologiescustomer success platformsMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookIn-App engagement tools

Soft Skills

analytical skillscommunication skillscoachingrapport-buildingproblem-solvingorganizational skillsprioritizationself-motivationteam managementfeedback delivery