Director, Client Relationship Management

*** 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

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.