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Vice President, Customer Org Operations (US-REMOTE)

Location: Hoffman Estates
Posted on: May 23, 2023

Job Description:

*US - REMOTE*The Vice President, Operations oversees global customer operations across the Customer Organization business units including, Professional Services, Learning Services, Consulting Services, Portfolio Management, Customer Success, and Customer Care. Reporting directly to the Chief Customer Officer, this individual works collaboratively and cross-functionally across the organization to enhance partnerships and align strategic direction with Sales, Marketing, and Product & Technology throughout the customer journey and life cycle. The Vice President, Operations will plan, direct, coordinate, and oversee operations activities in the organization, ensuring the development and implementation of efficient operations and cost-effective systems to meet the current and future needs of the organization.This individual will also be responsible for Implementing strategies to maximize lifetime value growth and annual reoccurring revenue (ARR) the VP, Operations champions process excellence and close loop systems, providing resources, tools, and enablement in support of a frictionless experience for all customer segments to achieve organizational goals across the company.As the Vice President, Operations, one is responsible for, however not limited to:

  • Establishes, implements, and communicates the strategic direction of the organization's operations division
  • Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems
  • Collaborates with other divisions and departments to carry out the organization's goals and objectives
  • Identifies business opportunities for efficiency and modernization within the team and across the organization as a whole
  • Maintains knowledge of emerging technologies and trends in operations management.
  • Ensures operations strategies and processes provide appropriate support to company-wide goals Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials as a Center of Excellence for the Customer Organization
  • Oversee the day-to-day operations of our Professional Services, Consulting, Learning, Customer Success and Care, and PMO teams
  • Directly manages Directors, Managers, and Sr. Managers on the Operations team. Perform evaluations, deliver feedback, prescribe solutions, and monitor progress on KPIs. Manages metrics and takes actions based on results
  • Ensure the Customer team meets CDK's KPIs and SLAs
  • Accountable for financial outcomes for the service areas. Support the development and submission of budgets and managing to those budgets
  • Ensure all customer commitments are met and quality installation and services are delivered
  • Reviews and approves cost-control reports, cost estimates, and staffing requirements for projects.
  • Establishes and administers the operations budget. Reviews and approves cost reports, estimates, and staffing requirements Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
  • Presents periodic performance reports and metrics to the Chief Customer Officer and other leadership.
  • Gather, analyze, and synthesize relevant data, developing final recommendations around strategic operational initiatives. Establishes, educates, implements, and communicates the strategic direction of all operations initiatives
  • Identifies training needs and ensures proper training is developed and provided
  • Exhibits excellent open communications skills and leadership in interactions with individual contributors through senior executives, while supplying expertise and guidance on operations projects and systems to meet company goals
  • Integrally involved in product, launch, demand, build, and capacity planning, including inventory management through customer life cycle
  • Identifies risks and problems in a timely manner and drives resolution with speed and agility, advocating for tools that can improve operational visibility and efficiency
  • Monitors demand and anticipates future supply and logistical needs. Identify inventory improvement opportunities to support a successful implementation for global optimization initiatives
  • Manages the Workforce Planning team responsible for the development and execution of short- and long-term schedule optimization
  • Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution
  • Regularly delivers information on the state of the business - from peers to C-Suite. This includes showing risks/ opportunities and an action plan behind them that they have designed and can implement (always with a Continuous Improvement mindset)
  • Fosters a culture of safety and sustainability and sets the example for the teamRequired Experience, Qualifications & Requirements:
    • Education and Experience Level: Bachelor's degree or equivalent work experience; 15+ Years of experience working in a technical support environment, 12+ years managing people or relevant experience
    • Collaborative / Team-oriented: Experience working in and overseeing operations teams, focused on strategy, organizational design, and workforce planning across teams/departments; Experience working in a team-oriented collaborative environment; Portrays a professional persona with internal and external clients. Is seen as a thought leader within department and across CDK's greater business
    • Proven analytical and problem-solving abilities: Ability to effectively prioritize and execute tasks in a high-pressure environment. Highly motivated and self-directed
    • Exceptional written and oral communication skills. Keen attention to detail; Strong documentation skills
    • Possesses strong business acumen: Ability to understand and capture business value proposition. Strong understanding of business budgeting process and financial risk/implications of business decisions. Ability to create operating analysis and demonstrate ROI as it pertains to priorities and decisions across the department. Experience creating, presenting, and advocating for business cases to the C-Suite
    • Strategic agility: Highly experienced with thinking strategically across various teams and departments; Demonstrated understanding of larger team structure; ability to motivate and be a change agent for the team
    • Business Acumen: Deep understanding of [CDK's] business, cross-functional teams, and products as well as how they intersect across the organization
    • Extensive knowledge of Microsoft Tools (i.e. PowerPoint, Outlook, Excel) and tools needed for a virtual environment (i.e. Zoom, Teams)
    • Exceptional interpersonal skills, with a focus on relationship-building, listening and questioning skills; Exceptionally strong customer service and resolution skills
    • Ability to balance the needs of the business and the employees; Strong capability to make difficult decisions and drive through action plans accordingly
    • Extensive and demonstrated experience with Transformational Leadership and Organizational DesignPreferred Experience & Qualifications:
      • Master's Degree
      • PMP or Six Sigma and Lean Methodology and Systems
      • Background in the automotive industry
      • Strong understanding of CDK Products
      • Tableau, SalesForce, & VerintSalary Ranges: $225,000 - $295,000CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:
        • Paid Time Off (PTO)
        • 401K Matching Program
        • Tuition ReimbursementAt CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact. CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

Keywords: CDK GLOBAL INC, Hoffman Estates , Vice President, Customer Org Operations (US-REMOTE), Executive , Hoffman Estates, Illinois

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