The Senior Director, Customer Care is responsible for setting the vision and strategic direction for all customer care operations, including multiple call centers and customer support teams. The executive role drives organizational excellence, customer advocacy, and operational innovation, ensuring that service delivery consistently exceeds industry standards and supports business growth. The Senior Director partners with senior leadership to shape customer experience strategy, influence enterprise-wide initiatives, and champion a culture of continuous improvement and high performance.
PRIMARY DUTIES/KEY RESPONSIBILITIES
- Develop and execute the long-term strategy for customer care, aligning with organizational goals and market trends.
- Lead and inspire a team of managers, supervisors, and agents, fostering a culture of accountability, engagement, and excellence.
- Serve as the executive sponsor for customer advocacy, representing the voice of the customer at the highest levels of the organization.
- Oversee the design and implementation of innovative service delivery models, leveraging technology and data analytics to drive operational efficiency and customer satisfaction.
- Analyze enterprise-wide performance metrics and industry benchmarks to identify opportunities for transformation and growth.
- Lead the design, delivery, and evaluation of training programs for customer care teams, ensuring alignment with organizational goals and best practices.
- Lead resolution of complex, escalated customer issues, ensuring root cause analysis and sustainable solutions.
- Influence strategic decision-making across the organization, championing process improvement and operational excellence initiatives.
- Manage budgets, staffing plans, and resource allocation to achieve business objectives.
- Build and maintain strong relationships with key stakeholders, including senior leadership, clients, and external partners.
- Coach and mentor leaders, developing future talent and succession plans for the customer care organization.
- Represent the company at industry events, forums, and with major clients as the leader for customer care.
- All other duties as assigned.
Required Experience & Specialized Knowledge and skills
- Bachelor's degree in a related discipline and 12 years' experience in a related field with at least 7 years' experience in a management or lead role; or a different combination, such as a master's degree and 10 years' experience; or PhD and 7 years' experience or 20 years' experience in a related field with no degree.
- At least 7 years of experience in a management/leadership role.
- Experience in the automotive industry, fleet management, freight or related sectors.
- Proven track record in leading large-scale customer care operations and driving organizational transformation.
- Expertise in process improvement, operational excellence, and change management.
- Exceptional executive communication, negotiation, and relationship-building skills.
- Ability to set strategic direction and influence organizational objectives.
- Strong analytical skills and experience with data-driven decision-making.
- Demonstrated ability to thrive in a dynamic, fast-paced environment.
USD 144,900.00 - 241,500.00 per year
Compensation:
Compensation includes a base salary of $144,900.00 - $241,500.00. 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.
What the Team is Saying
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.
Gallery
Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
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.
