Basic Function
The Services Program Manager leads the Customer Team readiness activity for new product releases and major enhancements within the Product Development Lifecycle Process (PDLC). Coordinates roadmap direction, identifies and engages stakeholders both internal and external to CDK, is able to look outside of CDK for potential solutions relative to Customer Team goals and initiatives as they relate to new product releases and enhancements. Provides detailed focus to strategy and aligns said strategy with other departmental influencers including engineering, sales, implementation and finance when necessary.
Responsibilities & Essential Functions
Works collaboratively across internal and external teams to assist with project roadmaps in order to assure ongoing supportability and customer satisfaction.
Identifies team needs/priorities and develops and delivers in-house training plans to meet those needs, specifically for product/platform tools & processes. Responsible for training plans. Works with stakeholders to ensure training is executed accurately. Ensuring team is able to action new training and execute on direction. Delivers supporting documentation when necessary and store documentation in an efficient and centralized manner
Identifies areas of opportunity and ways to enhance efficiency across the team. Looking for ways to reduce time; ways to upskill newly hired employees and decrease ramp up time.
Although not fully designed as a tiered escalation point, is able to take on critical and higher ordered issues while acting as both SME and Managerial liaison within Customer Care. This may include onsite client engagement representing CDK in an executive capacity.
Proactively defines and drives opportunities that include product/platform efficiency, performance enhancement, security, profitability and cost reductions
Represents customer care for product/platform launch/MBR/QBR meetings in alignment with roadmap management to serve as product/platform expert representing Customer Care
Anticipates bottlenecks, provides escalation management, supplies tradeoffs analysis, and balances the customer and/or business needs versus technical constraints.
Provides regular context and communication. Facilitates the acceptance of change in the workplace. Acts as a change agent for their team in alignment with business strategy.
Identifies business opportunities for efficiency and modernization within the scope of their team.
Develops strong working relationships with cross functional departments and or outside vendor. Is accessible to contributors at all levels.
Responsible for the care and wellbeing of team members without sacrificing business objectives.
Qualifications – minimum
A fluent and highly articulate communicator with excellent interpersonal and influencing skills
Demonstrated ability to develop strong relationships with functional business leaders, subject matter experts and peers to support project goals, timelines, and resource plans. Ability to achieve through influence in addition to direct ownership of needed resources.
Ability to collaborate and drive difficult decisions among business partners
Analytically driven and fluent with data-driven analysis and performance metrics including data visualizations for leadership presentations
Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals
Ability to problem-solve and work well in complex, ambiguous situations
Analytically driven and fluent with data-driven analysis and performance metrics including data visualizations for leadership presentations
Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals
Ability to problem-solve and work well in complex, ambiguous situations
Excellent written and verbal skills with a strong aptitude for presenting succinctly
Some travel may be required
Education/ Experience - Minimum
- Three years Program Management in product development roles.
- Five + years' experience supporting technology programs or platforms
- Bachelor’s Degree Computer Science, Business, or Engineering
Education/ Experience - preferred
PMP, Agile, or similar certification preferred
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.
CDK is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@cdk.com.
Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.
