The Director, Client Relationship Management leads the strategic development and operational execution of Cox Automotive's Service Provider Network (SPN), a critical component of the Mobility division. This role is responsible for shaping and scaling a digitally connected, data-driven service ecosystem that supports nationwide vendor relationships, ensures compliance, and delivers exceptional client experiences. The Director will drive innovation in service delivery, optimize vendor management, and lead cross-functional initiatives to elevate operational efficiency and customer satisfaction.
Responsibilities:
- Define and execute the long-term vision for SPN operations, aligning with broader organizational goals.
- Lead transformation initiatives to evolve SPN into a high-growth, scalable model using proprietary fleet technology and automated service platforms.
- Serve as the executive sponsor for customer advocacy, representing the voice of the customer at the highest levels of the organization.
- Develop and implement a comprehensive performance management framework for service providers, including setting clear KPIs, service standards, and compliance requirements.
- Regularly assess service provider performance using data-driven analytics, customer feedback, and operational metrics; identify underperforming vendors and initiate corrective action plans.
- Facilitate quarterly and annual performance reviews with service providers, ensuring alignment with organizational goals and continuous improvement initiatives.
- Recognize and reward high-performing service providers, fostering a culture of excellence and partnership across the network.
- Oversee day-to-day SPN operations including vendor onboarding, insurance compliance, dispute resolution, and service delivery.
- Collaborate with internal teams (Product, Sales, Finance, Customer Care) to ensure seamless integration and execution of SPN services.
- Lead resolution of complex vendor issues, ensuring root cause analysis and sustainable solutions.
- Act as a trusted advisor to business executives and external partners, driving by-in and strategic alignment.
- Manage and mentor a team of SPN specialists and operational staff, fostering a culture of innovation, accountability, and continuous improvement.
- Oversee budget planning and resource allocation for SPN operations.
- Ensure profitability and operational efficiency across legacy and new service provider engagements.
- All other duties as assigned.
Required Experience & Specialized Knowledge and skills
Minimum
- Bachelor's degree in a related discipline and 10 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience in a related field; or 14 years' experience in a related field
- 5+ years' experience in a management or leadership role
- Proven track record in scaling vender networks, management compliance, and leading cross-functional teams.
- Expertise in process improvement, operational excellence, and change management.
- Strong executive communication, negotiation, and relationship-building skills.
- Demonstrated ability to thrive in a dynamic, fast-paced environment.
Preferred
- Degree in related discipline strongly desired
USD 131,600.00 - 219,400.00 per year
Compensation:
Compensation includes a base salary of $131,600.00 - $219,400.00. 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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
