Lead Customer Operations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main administrator and strategist for the Customer Success Platform (Totango, Gainsight, or similar) to enhance automation and health scoring in system management.

• Oversee the standardization and management of In-App engagement tools to facilitate automated "tech-touch" campaigns and empower user adoption.

• Act as a catalyst for change by fostering curiosity and innovation regarding AI technologies, discovering inventive methods to integrate AI into workflows for improved efficiency.

• Indirectly supervise a small team of Individual Contributors, providing feedback and fostering professional growth through regular coaching.

• Leverage strong analytical skills to manage team data, track KPIs, and identify patterns to devise plans and proactively anticipate necessary adjustments.

• Collaborate cross-functionally with various departments to support and prioritize programs aligned with established Operations' objectives, ensuring Customer Operations is represented in new product launches.

• Responsible for the project management and successful delivery of any assigned projects, ensuring adherence to high-quality standards during the process.

• Clearly and proactively communicate plans and status updates to Senior leadership, business partners, and peers to enable efficient alignment and understanding of progress, risks, and the rationale behind decisions.

• Regularly measure defined KPIs and validate the accuracy of data reporting to ensure data is available for project analysis.

• Escalate and assist in resolving issues related to data mapping between systems to ensure accurate and efficient data flow.

• Recommend adherence targets based on observed trends and outcomes.

• Collaborate with organizational subject matter experts throughout the initiative process.

• Adhere to all CDK Global policies and procedures.

• Complete all mandatory compliance tasks and acknowledgments assigned.

• Meet or surpass all performance expectations.

• Recruit and train new employees.

• Organize workflow and ensure that employees comprehend their duties or delegated tasks.

• Set performance goals, monitor employee productivity, and provide constructive feedback and coaching.

• Ensure compliance with legal and company policies and procedures, taking disciplinary actions when necessary.

• Exemplify company values and leadership expectations.

⛳️ Requirements

• 3–5 years of experience in a technical support or Customer Service setting.

• 2–3 years of indirect people management experience or relevant background.

• Bachelor’s degree or equivalent work experience in a related field.

• Proficiency in Microsoft Tools (Excel, PowerPoint, Outlook) and Customer Success Platforms (e.g., Totango).

• Demonstrated analytical and problem-solving skills with a track record of managing and interpreting data to drive actionable results.

• Excellent rapport-building, listening, and questioning skills, with the ability to communicate effectively with stakeholders at all organizational levels.

• Capable of effectively prioritizing and executing tasks in high-pressure environments; highly motivated and self-directed.

• Strong organizational, documentation, and project management abilities, while also possessing the capacity to see beyond individual tasks to understand the broader impact on cross-functional teams.

🏝️ Benefits

• Medical, dental, and vision benefits.

• Paid Time Off (PTO).

• 401K Matching Program.

• Tuition Reimbursement.