Director Business Process Management (US-Remote)

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
We are seeking a visionary Director of Business Process Management to drive operational excellence and strategic transformation across our organization while serving as the primary architect of our managed service provider relationships. In this pivotal leadership role, you'll orchestrate the success of our BPO partnerships, ensuring seamless integration between outsourced operations and internal teams. Ideally, one combines strategic thinking with hands-on execution capabilities, expertly balancing multiple high-impact initiatives while fostering innovation through Lean, Six Sigma, and agile methodologies.
If you're passionate about optimizing global business operations, building high-performing cross-functional partnerships, and turning complex challenges into streamlined solutions, we want to talk to you!

Responsibilities & Essential Functions:

• Partner with functional leaders within CDK to develop deep understanding of project scopes, key metrics, SLA’s and deliverables between BPOs and the Company and ensure alignment
• Lead BPO program governance, understand multi-year roadmaps, and develop needed project and portfolio communications in line with agile project methodologies and project management best practices
• Create a cohesive, clear BPO and functional leader strategy with a roadmap for project and program execution, ensuring that organizational goals and objectives are met
• Lead the development, implementation, and optimization of business and partner-related processes, ensuring they align with organizational goals and objectives, with emphasis on project portfolio and management of project interdependencies
• Create forecasts, funding proposals, manage program budgets and provide reports to stakeholders showcasing metric achievements
• Identify, mitigate, and address risks and issues
• Lead cross-project and departmental resources
• Oversee and maintain program, portfolio, and project documentation
• Responsible for stakeholder communications, buy-in, approvals, negotiations, and problem management
• Manage and evaluate project managers and other staff
• Ensure program operations and activities adhere to legal guidelines and internal policies
• Review project plans and direct changes if necessary
• Ensure that all projects are delivered on-time, within scope and within budget
• Lead process improvement initiatives using Lean, Six Sigma, or other methodologies to drive operational excellence
• Analyze program performance data and partner feedback to identify trends, insights, and areas of opportunity
• Lead internal workshops and training sessions to ensure teams understand and follow partner processes effectively
• Define new key performance indicators (KPIs) to assess the effectiveness of business and partner processes and programs

Required Job Skills & Qualifications  

• Extensive experience leading and managing initiatives
• 7+ years of project/program management experience
• 7+ years of call center leadership experience
• Expert analytical and reporting skills
• Outstanding organizational skills
• Excellent problem-solving ability
• Excellent written and verbal communication skills

Preferred Skills & Qualifications 

• Bachelor’s and/or Master's degree (business, engineering, IT)
• Project Management Professional (PMP)
• Program Management Professional (PgMP)
• Six Sigma/ Lean Six Sigma Certificate

Physical Requirements

• Must be able to communicate and comprehend information
• Must be able to use computer hardware including mouse, for typing regularly
• Must be able to travel occasionally
• Prolonged periods of sitting at a desk and working on a computer

Salary Range: $175,000 - $220,000

This company does not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items. 

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.