Senior Manager, End User Technology

Be essential at Cars Commerce

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, our reputation-based digital wholesale auction marketplace, Dealerclub, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challengeand Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

This is a Hybrid role (expected attendance is 2x/week in the Chicago Office).

About This Role

Ready to be a game-changer? We're hunting for a high-impact, results-oriented Senior Manager of End User Technology to not just manage, but revolutionize our enterprise technology services. This is a high-visibility leadership role where you will be the driving force behind operational excellence. You'll own the daily operations of end-user computing, spearhead service delivery, and fundamentally elevate the entire digital workplace experience. Step up and lead the future of technology for our entire organization!

Reporting directly to the VP of Enterprise Technology, you will lead a high-performing team and partner across IT leadership to implement technology strategies that directly enable our workforce to perform at their best. This role is key to transforming reactive support into proactive, data-driven service operations and ensuring technology investments deliver maximum value.

*This is a Hybrid role (expected attendance is 2x/week in the Chicago Office).

Key Areas of Responsibility

This role encompasses leadership across four core domains, requiring a balance of strategic planning, process maturity, security, and employee experience.

1. ITSM & Service Operations Leadership

• Strategy & Maturity: Execute the ITSM maturity roadmap, transitioning to proactive, data-driven service operations.

• Platform Ownership: Lead the enhancement of the enterprise ITSM platform (Jira Service Management), focusing on service catalog design, workflow automation, CMDB architecture, and analytics.

• Governance: Establish ITIL-aligned processes, including operating the Change Advisory Board (CAB) and developing the service portfolio with clear SLAs and OLAs.

• Service Desk: Scale service desk operations with a multi-tiered support model, skills-based routing, and 24/7 coverage options. Drive continuous improvement by monitoring metrics (CSAT, MTTR) and automating first contact resolutions.

2. Technology Portfolio & Lifecycle Management

• Asset Management: Direct the enterprise asset management program, ensuring complete lifecycle tracking, compliance reporting, and managing the operational budget for team, tools, and vendors.

• Endpoint Strategy: Establish a modern endpoint management strategy (Jamf, Intune, Workspace ONE) with zero-touch deployment and secure system images for macOS and Windows.

• Vendor Management: Develop and execute a vendor management approach, including SLA governance and performance scorecards.

3. Security Partnership & Compliance

• Endpoint Security: Partner with the CISO and security team to manage endpoint security execution, vulnerability management, and threat detection/response.

• IAM Operations: Oversee Identity and Access Management (IAM) operations, including SSO, MFA, privileged access management, and zero-trust principles.

• Compliance: Ensure compliance with key regulatory frameworks (ISO 27001, SOC 2, SOX, GDPR) through continuous controls monitoring and audit readiness.

4. Digital Workplace & Employee Experience

• Hybrid Work: Lead initiatives for collaboration platforms and meeting room technology to support a successful hybrid work model.

• Employee Lifecycle: Design and oversee employee lifecycle programs, including day-one technology provisioning for onboarding and secure access revocation for offboarding.

• AI Literacy: Build an AI literacy program, including training curriculum, best practices, and a center of excellence for end-user tools.

Required Skills & Experience

Service Management & Leadership

• Experience: 8+ years of progressive IT experience, with at least 4+ years in IT service management or end-user technology leadership, and 3+ years managing technical teams.

• Certifications: ITIL Foundation required; ITIL Expert, Managing Professional (MP), or Strategic Leader (SL) strongly preferred.

• Track Record: Proven success executing ITSM improvements with quantifiable results (e.g., improved CSAT, reduced MTTR, increased first-call resolution).

• Expertise: Deep expertise in service catalog design, SLA/OLA frameworks, and CAB governance in organizations with 2000+ employees.

Technology & Security Domain Knowledge

• Core Platforms: Google Workspace, Microsoft 365, Slack, Atlassian, and Zoom.

• IAM/Endpoint: Enterprise IAM solutions (Okta, Azure AD, JumpCloud) and endpoint management platforms (Jamf, Intune, Workspace ONE).

• Security: Strong knowledge of endpoint security (EDR/XDR like CrowdStrike, SentinelOne) and privileged access management (1Password, CyberArk).

• Architecture/Compliance: Understanding of IAM architecture (SSO, MFA, zero-trust) and regulatory frameworks (ISO 27001, SOC 2, SOX, GDPR).

Preferred Qualifications

• Experience in high-growth technology companies or scaling IT operations.

• Background in security operations or incident response.

In the spirit of pay transparency, we are excited to share the base salary range for this position. In addition to base salary, some roles are eligible for our bonus and/or equity programs, depending on level and role. Regular full-time positions are eligible for our comprehensive benefits package. If you are hired at Cars Commerce, your final base salary compensation will be determined based on factors such as skills and/or experience. If the salary range is close to what you're seeking, then we encourage you to apply and learn more about the total compensation package for this position.

Salary Range

$135,300.00-169,150.00

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans

• New Hire Stipend for Home Office Set-Up

• Generous PTO

• Refuel - a service based recognition program where employees receive additional paid time away to learn grow and reset

• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day

Learn more about our Benefits, Perks, & Culture on our LinkedIn Life Pages!

For US-based Positions: Applicants must be authorized to work in the United States. Please note that we are unable to sponsor employment visas at this time.
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