Sr Manager, Client Service Quality - Cox Fleet

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Client Service Quality Sr Manager Management Level Sr Manager - Non People Leader Flexible Work Option Can work remotely anywhere in the specified country Travel % Yes, 25% of the time Work Shift Day Compensation Compensation includes a base salary in the range of $101,500.00 - $169,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Job Description The Client Service Quality Senior Manager is responsible for driving enterprise-wide service quality strategy, governance, and continuous improvement across Cox Fleet’s internal customer operations. This role operates as a senior individual contributor, influencing leaders and cross-functional partners to align quality standards, performance frameworks, and operational execution. Acting as a strategic advisor to Operations, Customer Care, Fleet Support, Product, and Workforce Management, this role enables scalable service excellence by identifying systemic opportunities, standardizing quality practices, and embedding a culture of accountability, continuous improvement, and data-driven decision-making—without direct people management responsibility. Key Responsibilities Enterprise Quality Strategy & Influence Own and evolve the enterprise service quality strategy across internal service functions, ensuring alignment with organizational priorities and operational goals Define governance frameworks, standards, and accountability mechanisms to drive consistency in service delivery across teams and locations Influence adoption of quality strategies through strong cross-functional partnership rather than formal authority Quality Measurement & Operational Insights Design enterprise KPI frameworks to evaluate service quality, effectiveness, and operational efficiency Synthesize data across multiple systems and functions to identify trends, risks, and improvement opportunities Translate insights into actionable, strategic recommendations for senior leadership Serve as a thought leader on performance trends, risks, and opportunities Internal Enablement, Coaching & Capability Building Partner with operational leaders to embed quality standards, coaching frameworks, and performance expectations within their teams Develop scalable tools, resources, and training materials that enable consistent quality practices Provide consultative guidance to leaders on performance management, feedback, and continuous improvement practices Support capability building through influence, facilitation, and best practice sharing Continuous Improvement & Issue Resolution Lead enterprise-level root cause analysis for systemic service and process issues impacting internal operations Drive cross-functional initiatives to improve processes, eliminate inefficiencies, and enhance service delivery outcomes Establish and track sustainable improvement plans, ensuring measurable adoption and impact Act as a catalyst for change by aligning stakeholders and driving accountability across functions Cross-Functional Partnership & Influence Act as a trusted advisor to senior operational and functional leaders, influencing priorities and driving alignment on quality objectives Collaborate across Product, Technology, Workforce Management, and Operations to ensure quality standards are effectively operationalized Facilitate forums to communicate insights, share best practices, and promote continuous improvement across the organization Reporting, Governance & Executive Communication Establish executive-level reporting on service quality performance, risks, and trends Deliver clear, concise, and insight-driven updates and recommendations to leadership Ensure consistent documentation, audit practices, and governance processes across all quality initiatives Core Capabilities & Skills Functional & Technical Enterprise quality management and continuous improvement methodologies (e.g., Lean, Six Sigma principles) Advanced data analysis, KPI design, and performance management Operational governance and service quality frameworks Root cause analysis and large-scale problem resolution Leadership & Behavioral (Influence-Based) Strategic thinking with the ability to translate vision into execution Executive presence with strong influencing and consultative skills Ability to drive alignment and outcomes without direct authority Excellence in cross-functional collaboration and change leadership Ability to operate in complex, matrixed environments with competing priorities Qualifications Required Bachelor's degree in a related field with 8+ years of experience or an equivalent combinations of education and experience will be considered, including a master's degree with 6+ years of relevant experience, a Ph.D. with 3+ years of relevant experience, or 12+ years of related professional experience. Experience leading service quality, customer operations, or operational excellence initiatives at scale Demonstrated success influencing leaders and driving enterprise-wide initiatives without direct authority Strong analytical capabilities with the ability to convert data into strategic insights Experience in the automobile industry or fleet business preferred Extensive experience building and maintaining internal and external client relationships through effective consultative sales techniques and approaches Ability to foster productive and professional internal and external business relationships Effective communication and interaction skills required Effective management, customer service, and organizational skills required Valid driver's license and a safe driving record. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. EOE, including disability/vets Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. Application Deadline: 08/15/2026