The Senior Director, Client Relationship Management serves as the strategic leader responsible for the vision, performance, and growth of Cox Fleet's Service Provider Network (SPN) - a foundational pillar of Cox Fleet. This role oversees the development of a scalable, digitally connected vendor ecosystem that supports nationwide maintenance needs, drives consistency and compliance, and strengthens service delivery across the network.
PRIMARY DUTIES/KEY RESPONSIBILITES
- Provide leadership over the long-term vision, strategy, and operational excellence of the Service Provider Network, ensuring a best-in-class service experience for fleet clients and strategic service partners.
- Lead enterprise-level transformation initiatives to scale the SPN into a high-growth, technology-enabled model using proprietary fleet technology, automation, and digital workflows.
- Serve as a champion for innovation across vendor management, digital enablement, and process optimization, driving measurable improvement in service quality, efficiency and customer satisfaction.
- Cultivate and expand relationships with key service providers, strengthen partnership, performance, and alignment with Cox Fleet's strategic, operational, and quality standards.
- Develop and implement a comprehensive performance management framework for service providers, including setting clear KPIs, service standards, compliance requirements, and continuous improvement expectations.
- Leverage advanced analytics, operational insights, and data-driven methodologies to optimize network performance, enhance accountability, and identify opportunities to unlock value for clients, service partners, and the business.
- Design and lead recognition strategies that celebrate high-performing providers and reinforce a culture of excellence, partnership, and operational integrity across the network.
- Partner cross-functional with Product, Sales, Finance, Customer Care, and other internal teams to ensure seamless integration, alignment, and execution of SPN initiatives and service models.
- Serve as a strategic advisor to senior business leaders and external partners, influencing decision-making and securing alignment to long-term SPN and Cox Fleet priorities.
- Oversee budget development, forecasting, and resource planning to support operational objectives and strategic growth of the Service Provider Network.
- All other duties as assigned.
Required Experience & Specialized Knowledge and skills
- BA/BS degree required + 12 or more years of relevant work experience with at least 7 years experience in a leadership role
- OR MS degree + 10 years of experience
- OR Ph.D. degree + 7 years of experience
- OR 16 + years of experience with no degree
- Prior experience in Fleet Management, Fleet Maintenance, or Service Provider/Vendor relations required.
- 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.
- Customer Advocacy: Championing customer needs and experience at the highest level.
- Operational Excellence: Leading transformation and continuous improvement across, large, complex organizations.
USD 163,400.00 - 272,300.00
Compensation:
Compensation includes a base salary in the range of $163,400.00 - $272,300.00. 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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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.
