As Chief Operating Officer at Connected Dealer Services (CDS), Kristen Hale has played an instrumental role in shaping the company’s growth and success. Overseeing daily operations, logistics, product planning, vendor relations, customer support, and corporate training, Kristen’s leadership has been pivotal in navigating one of the most challenging periods in recent history.
During the global chip and hardware shortages, Kristen’s relentless focus and creativity ensured CDS could meet customer demands without disruption, even at the height of the pandemic. This allowed dealerships to continue offering valuable technology solutions to their customers without delay, distinguishing CDS from competitors.
Kristen is not only a highly skilled operations leader but also a champion of company culture. Her hands-on approach with her team, combined with her commitment to fostering collaboration and innovation, has created a supportive environment at CDS. She is known for encouraging feedback, personally engaging with her team, and organizing thoughtful team-building activities that celebrate both professional and personal milestones.
Her leadership is not limited to operational excellence; Kristen has also been a strong advocate for diversity and inclusion within the company, encouraging a work environment where every voice is heard. This focus has fostered a sense of belonging across all departments, contributing to the company’s long-term success and its ability to adapt quickly in a fast-paced industry.
Beyond CDS, Kristen has an impressive history in the IoT sector, having built and scaled operations for multiple companies. Her expertise earned her national recognition, including her induction into the Top Women of M2M by Connected World in 2014.
Under Kristen’s leadership, CDS continues to thrive, growing its team and services while maintaining a strong focus on delivering high-quality customer service to dealerships across the country.
Kristen Hale was recently honored with the 2024 Women in Automotive Award from Auto Dealer Today. In the following interview, Kristen shares insights into her leadership at CDS, how she navigates challenges, and offers valuable advice for aspiring female leaders in the automotive industry:
On Leadership and Inspiration:
Who has been the most inspirational person in your professional journey, and how have they influenced your leadership style?
The founders of our parent company, Procon Analytics, have been the most inspirational people in my professional journey. I have been fortunate enough to have worked with one founder for 23 years and another for 15 years. I learned early that they considered people to be the biggest asset of a company. I got to see that how you treat others is the key to developing trust, and high trust creates the perfect environment to build a successful business. It is one thing to say “I value you” but it is another to show it every day.
What’s a piece of advice you’ve received that has had a lasting impact on your career?
I have received a lot of advice throughout my career. There are a few that stand out and that I practice regularly. First, treat others with respect! I ask myself: “how would I like to be treated in each situation”.
My second mantra is there is no “I” in team. (I know it sounds cliché, but it is so true.) It is important to make recognizing others a part of your daily process.
What’s one challenge you’ve faced in your career that shaped you as a leader, and how did you overcome it?
Early in my career, I had an issue with delegating. I assumed that my boss would value the fact that I worked 12–15-hour days, was the first to arrive and the last to leave. I became tired, stressed and my performance suffered. I learned how to delegate and trust my team. In short, I learned how to work smarter instead of harder.
As a very independent person in my initial years, there was a reluctance to delegate due to concern of the outcome. I was always very confident I could just do the task more quickly alone. Why take the time to train others? Careful, at some point this will catch up to you and be a big impediment to personal and company growth. Learning to delegate and trust others took me some time. It turns out to be the key to building a thriving, growing business. One of the most important is to be approachable. If you manage employees, it is important that you make time for your team. Be engaged while being spoken to (stay off phone/email) and make your team know that they have a voice in the company.
Personal Insights:
Do you have a favorite quote or motto that guides your work and decision-making?
Communication is the key to success.
What’s your proudest achievement at Connected Dealer Services so far?
Being promoted to Chief Operating Officer at CDS was my proudest achievement to date. I know a title does not make the person. As a woman in a male dominated industry, I have had many achievements in my career and have also held every position there is in operations. To achieve the top level is a proud moment for me and for my entire family. I started in the industry as a 2-week temp and now I am a COO of a successful, growing business and being recognized as a leading woman in automotive.
As someone who has led through significant industry changes, how do you stay motivated during challenging times?
I am a problem solver and planner by nature. I am also very competitive and do not accept defeat easily. I leverage industry and personal relationships to get through challenges. Being part of many start-ups, the normal issues that would scare people (like cash or inventory shortages) do not bother me as much because I have been through it all before. When you are not accustomed to such business challenges, you can become paralyzed. For me today, it is just today’s challenge. When an issue arises, I spend time to understand the issue, define what I heard and put together a task plan and resolution strategy, and continue to work the issue until resolved. My leaders and colleagues know that when I say “it’s on my calendar” that it will get done. I stay motivated by working in an environment that I have played a large role in building. I enjoy working with the people I get to work with. I also have trust in the people I work with. And trust creates the right environment for success!
Women in Automotive:
As a woman in leadership in a traditionally male-dominated industry, what do you believe is an important key to success for women in the automotive industry?
Don’t focus on being the only woman in the room. Enjoy it – the spotlight is on you. When I started my career, the executive team was made up of men only. I am proud to have been part of the change over the last 2 decades. Today, on the CDS executive team, that ratio is 50/50, and we are a high performing team. Be proud of what you do and know you can make a true impact on the automotive industry.
What advice would you give to young women aspiring to leadership positions in the automotive or tech sectors?
Work hard, believe in yourself, and stay focused. You can do anything you set your mind to and be respected in all industries, including those that are perceived as being male dominated.
Looking Ahead:
How do you see the automotive industry evolving over the next few years, and what role do you envision CDS playing in that future?
We have proven that connected technologies provide rich data. At CDS, artificial intelligence is so much more than a popular buzz phrase for the investment community. It is the key to providing actionable insights to our dealers and consumers. CDS is well positioned to expand our services and to offer data insights to our dealers and to their consumers in a way that they did not think was possible. This will enhance our long-term partnerships with dealer groups by providing increased revenue opportunities across multiple new areas that we discover through data analytics and connectivity.
What excites you most about the future of Connected Dealer Services and your role in its continued growth?
CDS has quickly grown to become a leader in the automotive connected technology space due to our products, services, and most importantly our team. I am excited to be an integral part of CDS’ continued growth and success. We are positioned to have tremendous growth in 2025 and as the COO I look forward to being right in the center of that process. We have unbelievable strategic partners in the industry and have the chance to do something very special. It would be foolish to not recognize the challenges that come along with such growth; however, I look forward to working through them – one by one.
