Cox Enterprises

Compensation

Full Description

• ** Preferred locations for this position are Cherryville, NC; Indianapolis, IN; or Atlanta, GA. However, candidates in other locations will be considered with an increased travel requirement of up to 35%. 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