Senior Manager, Client Service Quality

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🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $101.5k - $169.1k / year

⏰ Full Time

🟠 Senior

📁 Client Services

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🚘 Automotive

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Automotive • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

📋 Description

• Own and evolve the enterprise service quality strategy across internal service functions • Define governance frameworks, standards, and accountability mechanisms for consistent service delivery • Influence adoption of quality strategies through cross-functional partnerships • Design enterprise KPI frameworks for service quality, effectiveness, and operational efficiency • Synthesize data across systems and functions to identify trends, risks, and opportunities • Translate insights into strategic recommendations for senior leadership • Partner with operational leaders to embed quality standards, coaching frameworks, and performance expectations • Develop scalable tools, resources, and training materials • Provide consultative guidance on performance management, feedback, and continuous improvement • Lead enterprise-level root cause analysis for systemic service and process issues • Drive cross-functional process improvement initiatives and track sustainable improvement plans • Advise senior operational and functional leaders and facilitate alignment on quality objectives • Collaborate with Product, Technology, Workforce Management, and Operations to operationalize quality standards • Facilitate forums to communicate insights and share best practices • Establish executive-level reporting on service quality performance, risks, and trends • Ensure documentation, audit practices, and governance processes across quality initiatives

🎯 Requirements

• Bachelor’s degree in a related field with 8+ years of experience, or equivalent combinations of education and experience • Master’s degree with 6+ years of relevant experience, Ph.D. with 3+ years of relevant experience, or 12+ years of related professional experience may be considered • 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 and 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 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 • Ability to travel 25% of the time • Must be currently 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 the future • Must clear a pre-employment drug test • Enterprise quality management and continuous improvement methodologies, such as Lean and 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 • Strategic thinking, executive presence, influencing, consultative skills, cross-functional collaboration, change leadership, and ability to operate in complex matrixed environments

🏖️ Benefits

• Flexible remote work anywhere in the specified country • Vacation with pay, with flexibility based on duties and company needs • Seven paid holidays • Up to 160 hours of paid wellness annually for the employee or family members • Bereavement leave • Time off to vote • Jury duty leave • Volunteer time off • Military leave • Parental leave • Health care insurance (medical, dental, vision) • Retirement planning (401(k)) • Sick leave • Flexible vacation/wellness days and/or PTO • Potential eligibility for additional incentive compensation • Reasonable accommodations for qualified applicants or employees with disabilities