Lead Customer Operations Analyst

Role Overview

• 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.
• Recognizes patterns and formulate plans to predict adjustments proactively.
• Recommends adherence targets based on observed patterns and results
• Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysis
• 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

• 3–5 years of experience working in a technical support or Customer Service environment, with 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

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