Critical Situation Leader

CDK Global is hiring a remote Critical Situation Leader based in the United States to safeguard dealer operations when major outages or service disruptions strike. In this full-time role, you will own high-stakes escalations and keep automotive dealerships selling, servicing, and moving forward.

About the Role

As a Critical Situation Leader at CDK Global, you serve as the central point of coordination whenever a dealership cannot sell vehicles, parts, or service due to a significant outage or escalated issue. You will accept assistance requests, drive cases toward resolution, and keep impacted customers clearly informed every step of the way. This is a remote, U.S.-based position that requires availability on some weekends, including Saturdays, to support outage bridges.

Key Responsibilities

• Own case escalations raised by dealers or internal CDK staff, assessing priority and steering each to a successful close.
• Rally Sales, R&D, Product, and Fulfillment teams around critical-issue resolution plans, turning dealers into CDK promoters.
• Track open cases and subcases in Vision and Salesforce, ensuring continuous movement and proper assignment.
• Represent customer interests on internal CDK calls and communicate action plans clearly.
• Act as the dealer's point person, coordinating resolution across every CDK department.
• Join customer meetings remotely and on-site to share support initiatives and active plans.
• Host weekly case-review calls, deliver regular escalation reporting, and surface opportunities for improvement.
• Evaluate dealership risk factors, build mitigation strategies, and recommend training for dealership staff.
• Engage in outage bridges, including weekends, and craft and distribute clear customer-facing communications to the right audiences.

Qualifications

• Bachelor's degree or equivalent CDK experience.
• 5+ years in client services, marketing, or sales.
• Outstanding customer service, listening, verbal, written, and presentation skills.
• Familiarity with CDK products, software, hardware, departments, internal processes, business strategy, and the automotive industry.
• Proven ability to influence across all levels of a dealership while juggling multiple assignments.
• Strong collaboration skills with sharp analytical judgment and a solution-oriented, strategic mindset.
• Availability for some weekend and required Saturday work.
• Preferred: project management experience, Salesforce proficiency, and 5+ years in retail automotive.

About CDK Global

CDK Global is a leading provider of cloud-based, SaaS software for automotive dealerships and OEMs. Its integrated platform automates end-to-end dealership operations — from vehicle acquisition and financing to repair and maintenance — helping dealers create seamless customer experiences and stronger results. Guided by the values Stay Curious, Own It, Be Open, and Create Possibilities, CDK is an Equal Opportunity Employer.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.