The Client Service Quality Senior Manager is responsible for driving enterprise-wide service quality strategy, governance, and continuous improvement across Cox Fleet's internal customer operations. This role operates as a senior individual contributor, influencing leaders and cross-functional partners to align quality standards, performance frameworks, and operational execution.
Acting as a strategic advisor to Operations, Customer Care, Fleet Support, Product, and Workforce Management, this role enables scalable service excellence by identifying systemic opportunities, standardizing quality practices, and embedding a culture of accountability, continuous improvement, and data-driven decision-making-without direct people management responsibility.
Key Responsibilities
Enterprise Quality Strategy & Influence
- Own and evolve the enterprise service quality strategy across internal service functions, ensuring alignment with organizational priorities and operational goals
- Define governance frameworks, standards, and accountability mechanisms to drive consistency in service delivery across teams and locations
- Influence adoption of quality strategies through strong cross-functional partnership rather than formal authority
Quality Measurement & Operational Insights
- Design enterprise KPI frameworks to evaluate service quality, effectiveness, and operational efficiency
- Synthesize data across multiple systems and functions to identify trends, risks, and improvement opportunities
- Translate insights into actionable, strategic recommendations for senior leadership
- Serve as a thought leader on performance trends, risks, and opportunities
Internal Enablement, Coaching & Capability Building
- Partner with operational leaders to embed quality standards, coaching frameworks, and performance expectations within their teams
- Develop scalable tools, resources, and training materials that enable consistent quality practices
- Provide consultative guidance to leaders on performance management, feedback, and continuous improvement practices
- Support capability building through influence, facilitation, and best practice sharing
Continuous Improvement & Issue Resolution
- Lead enterprise-level root cause analysis for systemic service and process issues impacting internal operations
- Drive cross-functional initiatives to improve processes, eliminate inefficiencies, and enhance service delivery outcomes
- Establish and track sustainable improvement plans, ensuring measurable adoption and impact
- Act as a catalyst for change by aligning stakeholders and driving accountability across functions
Cross-Functional Partnership & Influence
- Act as a trusted advisor to senior operational and functional leaders, influencing priorities and driving alignment on quality objectives
- Collaborate across Product, Technology, Workforce Management, and Operations to ensure quality standards are effectively operationalized
- Facilitate forums to communicate insights, share best practices, and promote continuous improvement across the organization
Reporting, Governance & Executive Communication
- Establish executive-level reporting on service quality performance, risks, and trends
- Deliver clear, concise, and insight-driven updates and recommendations to leadership
- Ensure consistent documentation, audit practices, and governance processes across all quality initiatives
Core Capabilities & Skills
Functional & Technical
- Enterprise quality management and continuous improvement methodologies (e.g., Lean, 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
Leadership & Behavioral (Influence-Based)
- Strategic thinking with the ability to translate vision into execution
- Executive presence with strong influencing and consultative skills
- Ability to drive alignment and outcomes without direct authority
- Excellence in cross-functional collaboration and change leadership
- Ability to operate in complex, matrixed environments with competing priorities
Qualifications
Required
- Bachelor's degree in a related field with 8+ years of experience or an equivalent combinations of education and experience will be considered, including a master's degree with 6+ years of relevant experience, a Ph.D. with 3+ years of relevant experience, or 12+ years of related 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 with the 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 effective 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.
USD 101,500.00 - 169,100.00 per year
Compensation:
Compensation includes a base salary in the range of $101,500.00 - $169,100.00. 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.
Application Deadline: 08/15/2026
EOE, including disability/vets
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Cox
$101,500.00 - $169,100.00 / yr
parental leave, paid time off, paid holidays
Aug 06, 2026