Supervisor, Content Team

CDK Global - Seattle, WA (24 days ago)3.1


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With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers. CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.

Under limited supervision, the Supervisor, Content Team oversees a team of Web Design Specialists who provide direct production support to CDK customers (internal and external) using our tools and systems. This role will manage customer website change requests, workflows, and escalations to timely completion and assist in root cause analysis and solutions. The role will help ensure appropriate scheduling and proactive planning to ensure appropriate coverage is in place at all times to meet customer expectations and achieve customer SLAs. Conduct scheduled team meetings and individual coaching and development sessions with employees. Responsible for team and individual training and development to ensure core competencies are achieved. Interact effectively with peers to ensure team is represented for new product rollouts and other key initiatives. Work toward the good of the entire team through continuous communication and involvement and by integrating projects and activities.

Key job duties:
Manage and Coach team of Web Design Specialists to effectively resolve website change requests in a timely manner, with high quality
Manage customer escalations to completion and drive root cause analysis and solutions
Responsible for team and individual training, and communication of updates to all team members
Assist in interview and hiring decisions
Manage projects as assigned
Takes the unpopular stand to challenge the status quo, but support the unified decision of the management team
Provide timely and effective communication
Portrays a professional persona with internal and external clients
Provides regular associate career and job coaching and is responsible for writing associates annual appraisals
Performs quality reviews
Manages to metrics and takes actions based on results
Facilitates the acceptance of change in the workplace
Supports professional growth for all associates
Assists in maintaining high level customer satisfaction through daily review and follow-up on surveys
Interacts with peers on projects that may have an impact on the department
Act as the manager on call for rotating weekend support shifts, as needed
Knowledge Areas

Strong fluency with Web Technologies and the internet
Experience with desktop operating systems including Windows ( Microsoft Office Word, Excel, Outlook, PowerPoint)
Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills
Ability to work weekends and/or evenings
Basic knowledge of digital marketing and website optimization strategies
Basic understanding of computer systems and internet connectivity
Basic understanding of automotive industry
Background in automotive industry, sales, and/or digital advertising a plus

Qualifications / Requirements

3-5 years supervision in a fast paced inbound support environment required.
Technical support and/or Contact Center experience preferred.
Bachelor’s degree or equivalent work experience
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented collaborative environment

CDK Global knows you have passions outside of work. You have family, friends, sporting events, and lots of things going on. That’s why we offer a comprehensive benefits package to not only take care of you but your family as well. All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.