About CDK
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.
The Role
The Director, Support leads a comprehensive support organization, overseeing a team of Managers and Senior Managers who each manage their own teams of Supervisors. This role serves as the primary support for both the management team and the broader organization, ensuring all leaders have the necessary tools, support, and resources to effectively run their teams.
Reporting to Senior Director, Support, this leader is seen as a key member of the leadership team and is responsible for cascading goals and priorities from upper management, enabling team leaders to execute on various initiatives across the organization. They prioritize training and development, collaborating with Managers to upskill team members as needed. Through effective communication with both team members and leadership, the Director, Support ensures strong team alignment with business objectives while focusing on development and retention.
The Director, Support must possess a deep understanding of CDK’s business operations, cross-functional teams, and product portfolio, including how these elements interconnect across the organization. They build and maintain effective relationships with peers, cross-functional teams, and upper leadership to drive organizational alignment. Through continuous communication and involvement, the Director, Support works to advance both team and business objectives.
In this strategic role, the Director, Support holds responsibility for overall strategy development, workforce planning, and organizational design. They collaborate closely with the management team to solve complex problems and develop solutions that drive results. Working directly with the VP of Support, the Director, Support designs and implements both current and future-focused strategies while maintaining accountability for P&L results.
Position Responsibilities & Essential Functions:
Strategic Leadership & Business Management:
- Responsible for the overall strategy, workforce planning and organizational design of the team
- Proactively works with Sr Director, Support with VP-level engagement, to design and implement current and future focused strategies
- Accountable for P&L results
- Possesses strong business acumen and understanding of budgeting processes
- Regularly communicates expectations and context for decisions made across teams
- Ensures team is aware of greater organizational changes and priorities
People Management & Development:
- Directly manages Managers and Sr. Managers who oversee team Supervisors
- Responsible for the care and wellbeing of team members without sacrificing business objectives
- Utilizes performance management tools to track team improvement
- Conducts scheduled team meetings and individual one-on-ones with employees
- Supports professional growth with ongoing and consistent feedback
- Responsible for writing individual performance reviews with strong understanding of “pay for performance” culture
- Partner with HRBPs, Leadership team, and VP on calibration exercise at year-end
Training & Team Excellence:
- Identifies greater team needs and priorities for training and development
- Works with managers to create and execute training plans
- Ensures training is executed accurately and aligned cross-functionally
- Demonstrates understanding of Talent Development: working with VP to set targets, proactively cascade goals to team
- Manages to metrics and takes actions based on results
Organizational Alignment & Process Management:
- Ensures team is adhering to all CDK processes, policies, and values
- Regular and consistent demonstration of CDK’s values
- Regularly communicates with Managers and supervisors to ensure demonstration and alignment across greater team
- Works closely with management team to solve problems and create solutions
- Has a deep understanding of CDK’s business, cross-functional teams, and products
Change Management & Communication:
- Provides regular context and communication
- Facilitates the acceptance of change in the workplace
- Acts as a change agent for their team
- Takes the unpopular stand to challenge the status quo when needed
- Supports the unified decision of the management team, even if initially against it
- Cascades leadership goals and priorities effectively across teams
Must-Have Qualifications, Experience, and Skills:
Education & Experience:
- Bachelor’s degree or equivalent work experience
- 10+ years of experience working in a technical support environment
- 7+ years managing people or relevant leadership experience
Technical & Professional Skills:
- Advanced proficiency in Microsoft Tools (PowerPoint, Outlook, Excel)
- Expertise in virtual collaboration tools (Zoom, Slack, Live Monitor)
- Exceptional customer service and conflict resolution abilities
- Strong documentation capabilities
- Professional written and oral communication skills
Leadership & Business Competencies:
- Proven experience managing cross-functional teams and departments
- Demonstrated ability to understand and drive business value
- Strong analytical and problem-solving skills in high-pressure environments
- Experience with budgeting processes and financial analysis
- Strategic thinking with ability to navigate complex situations
- Skills in negotiating and creating win-win scenarios across teams
- Track record of successful organizational change management
Work Requirements:
- Flexibility for weekend/evening work if needed
- Ability to travel to various office locations when required
Strongly Desired Qualifications, Experience, and Skills:
- Technical Support Experience
- PMP Certified
- Automotive industry
- Exposure and understanding of CDK Products
- Bachelor’s Degree
Salary Range: $150,000 – $175,000
CDK 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 Reimbursement
At 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.
