Sr Analyst, Operations – Data Analytics & Workforce Optimization

Remote Position - USA

About US

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. Visit www.cdkglobal.com

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities.  Our values: Stay Curious, Own It, Be Open, Create Possibilities

Position Summary

The Senior Analyst, Operations plays a crucial role in supporting Care Operations by driving data-driven decision-making through reporting, dashboard creation, and in-depth analysis. This role requires a blend of technical expertise, critical thinking, and problem-solving to transform complex data into clear, actionable insights.

The ideal candidate has a keen analytical mindset, quickly identifies root causes, and effectively communicates findings across functions. In addition to optimizing data processes and improving reporting efficiency, this position contributes to operational improvements that enhance customer care outcomes.

This position offers a great opportunity to influence strategic decision-making and drive operational excellence by harnessing the power of data. If you thrive in a dynamic environment and excel at transforming data into meaningful stories, we invite you to apply.

Responsibilities:

• Proactively communicates with CDK business partners, peers, and leadership to remain updated and aware of business changes and updates that impact databases 

• Provide feedback to key stakeholders regarding issues, additional training needs, and the overall success of the implementation process 

• Investigate and resolve escalated customer data mismatch including but not limited to those resulting from contract input mistakes and buy/sell transactions 

• Consults with CDK business partners to determine escalated data needs, provide quality assurance, and improve data flow between CDK databases 

• Support the implementation of new business processes and/or systems by hosting meetings (in person or webinars) and communicating/providing guidance to end-users 

• Collaborate with enablement resources to provide training and support for end-users, ensuring effective utilization of integrated systems 

• Supervise and assist in resolution the mapping of data between systems, ensuring accurate and efficient data flow 

• Uses judgement to know how and when to react to Out of Adherence (OOA) events 

• Recognizes patterns and formulate plans to predict adjustments proactively. Recommends adherence targets based on observed patterns and results 

• Partner with organization subject matter experts to collaborate throughout the initiative process 

Required Skills

• Strong analytical skills with the ability to interpret data and create actionable insights.

• Proficiency in SQL and data visualization tools such as Tableau or Power BI.

• Exceptional attention to detail when working with large datasets to ensure data quality.

• Ability to present complex data findings to non-technical stakeholders clearly and effectively.

• Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.

• Proven ability to build and maintain relationships across all organizational levels.

• Self-starter who can work independently in a matrixed environment.

• Demonstrated ability to deliver measurable business results under time pressure.

• Personal accountability, passion, and a commitment to execution.

Preferred Skills

• Experience with customer care data analytics and workforce planning.

• Familiarity with tools such as Qualtrics, Salesforce, Five9, Verint, Automated Distribution Software, MS Office (PowerPoint, Project, Access), Jira, and cloud-based technologies.

• Ability to think long-term, align team efforts with organizational goals, and anticipate future challenges and opportunities.

• Bachelor’s degree in Data Science, Business Analytics, Business Administration, or a related field.

Salary Range: $85,000 - $90,000