Operations Technical Program Manager (Tools and Process)

Position Summary

The Operations Technical Program Manager serves as a subject matter expert and manages a variety of projects supporting a variety of cross-functional teams. These projects include business process definition, continuous improvement, process documentation and internal toolset management. They are the main point of contact for system configuration, UI changes, data quality/stewardship and user access for multiple internal applications.

Position Responsibilities & Essential functions

• Project Management: Create and execute project plans for updates/changes within applications/tools to align with change management strategy – including requirements gathering, testing/QA, risk management, and maintenance of documentation.
• Requirements Gathering: Collaborate with cross-functional teams and stakeholders to gather and document business process definitions, pain points, and opportunities for improvement.
• Process Documentation: Generate and maintain definitions of business processes across Data & Fortellis.
• Process Analysis: Effectively evaluate existing processes, internal workflows, and employee needs and identify pain points and opportunities for improvement.
• Testing and Quality Assurance: Develop and execute comprehensive testing plans to verify the accuracy and functionality of integrations.
• Enablement/Training: Generate and maintain supporting enablement documents for process definition and change. Partner with enablement resources and team leadership to provide training and support to ensure effective utilization of process improvements.
• Change Management: Develop and execute change management strategies to ensure a smooth transition for team members.
• Status Reports: Deliver clear updates on all initiatives for both immediate and senior leadership.
• Administration level control for applications including but not limited to: Salesforce (unlimited edition), OneSpan, Certinia, Totango
• User access controls: Setup, removal, and permission adjustment for all users across all assigned tools, per CDK GSO standards
• System Configuration: Changes to fields, page layouts, data/table relationships, and system settings as required by changes within the Data & Fortellis ecosystem
• UI Changes: Changes to page layouts, color schemes, widget placement, and sometimes dashboard configuration to facilitate high adoption rates and improved interaction with end users.
• Data Stewardship: Oversight and subject matter expert (SME) regarding data table structure/table relationships and ultimate ownership of any Data Quality issues.
• Data Mapping: Oversee the mapping of data between systems to ensure accurate and efficient data flow.
• Ad-hoc Reporting Requests: As the SME for the database structure/data relationships, you may be called upon to generate reports and dashboards across applications where end-users are prevented from creating their own either due to permissions or skill level.
• Training: Partner with enablement resources to provide training and support to end-users as needed.

Qualifications and Background

• Bachelor’s degree (Business, Information Technology, or a related field preferred)
• Proven project management skills, including the ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a cross-functional team environment.
• Detail-oriented with a strong commitment to quality.
• Experience with business process and customer operations toolsets including Salesforce (Unlimited Edition), OneSpan Sign, Totango, Certinia.
• Salesforce experience that includes implementing configuration changes including Flow, fields, page layouts, record types, customer settings, dashboards and reports, and permission sets
• Experience with Agile, DevOps practices

Preferred Qualifications

• Business or Data Analysis certification (ex: IBA, IQBBA, PMI)
• Salesforce certification, Admin I or App Builder preferred
• Active in the Salesforce ecosystem/community
• Previous database or application management experience
• Previous process improvement experience

Compensation:74,000-87,000

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.