Sr Manager, Client Service Quality - Cox Fleet

AutoTrader.com
Indianapolis
Workplace: RemoteFull timeUSD 101,500 - 169,100 annuallyFunction: Quality & Regulatory (Non-Software)Education: bachelorsSkills: ["Strategic thinking","Executive presence","Influencing","Consultative skills","Cross-functional collaboration","Change leadership","Data-driven decision-making"]

Own and evolve Cox Fleet’s enterprise service quality strategy across internal customer operations, setting governance and accountability frameworks that standardize service delivery. Design KPI measurement and use cross-system data to identify risks and continuous improvement opportunities, translating insights into executive-ready recommendations. Partner with Operations, Customer Care, Fleet Support, Product, and Workforce Management to embed quality standards, develop scalable tools and training, and drive root-cause resolution and improvement plans enterprise-wide.

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FursaFursa
AutoTrader.com
AutoTrader.com
4 days ago

Sr Manager, Client Service Quality - Cox Fleet

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Last checked: 21 hours agoStatus: Live

Job Summary

Own and evolve Cox Fleet’s enterprise service quality strategy across internal customer operations, setting governance and accountability frameworks that standardize service delivery. Design KPI measurement and use cross-system data to identify risks and continuous improvement opportunities, translating insights into executive-ready recommendations. Partner with Operations, Customer Care, Fleet Support, Product, and Workforce Management to embed quality standards, develop scalable tools and training, and drive root-cause resolution and improvement plans enterprise-wide.
Location: Indianapolis
Workplace: Remote
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Own and evolve enterprise-wide service quality strategy, including governance frameworks, standards, and accountability mechanisms across teams and locations.
  • •Design KPI frameworks and synthesize data across multiple systems to identify trends, risks, and improvement opportunities for senior leadership.
  • •Partner with operational leaders to embed quality standards through coaching frameworks, tools, training resources, and consultative guidance.
  • •Lead enterprise-level root cause analysis and drive cross-functional initiatives to eliminate inefficiencies and improve service delivery outcomes.
  • •Establish executive reporting, documentation, audit practices, and governance processes for quality initiatives.],
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Travel: Medium travel

Pay and Benefits

Salary: USD 101,500 - 169,100 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental LeaveWellness Stipend

Key Requirements

  • •Bachelor’s degree in a related field with 8+ years of experience, or an equivalent combination of education and experience (e.g., master’s with 6+ years, Ph.D. with 3+ years, or 12+ years professional experience).
  • •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 to convert data into strategic insights and actionable recommendations.
  • •Preferred: experience in the automobile industry or fleet business and building client relationships through consultative approaches.
Experience:Automobile industryFleet businessCustomer operationsOperational excellence
Education:Bachelor's in Related field
Skills:Strategic thinkingExecutive presenceInfluencingConsultative skillsCross-functional collaborationChange leadershipData-driven decision-making
Licenses:Valid driver's license

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

AutoTrader.com
Operates a leading online marketplace for buying and selling new and used vehicles, connecting consumers, dealers, and automotive service providers with vehicle listings, pricing tools, reviews, and financing resources.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1997
WebsiteLinkedIn