Vendor Relations Management Director
Cox Automotive, Atlanta, GA 30301
Work at Cox Automotive
Primary Location: 6325 Peachtree Dunwoody Rd NE, Atlanta, GA, USA
Division: Cox Automotive
Job Level: Director/Senior Director
Travel: Yes, 5 % of the Time
Shift: Day Job
Requisition Number: 207277
As the Vendor Relations Mgmt Dir, you own the responsibility of onboarding and managing third-party vendors for the Contact Center to drive the success and delivery of services provided by our business process outsourcing (BPO) partners and managed services partners (MSP). These partners are multinational large scale BPO's who provide support to our various Cox Automotive Business Units who are responsible to augment and scale the existing support we provide to customers and partners as well as manage our contact center telephony platforms and tools. The role is part of a budget-driven, high pressured, sales organization and will involve people management in a matrixed/complex environment. Essential functions of the role include leadership, planning and coordination, communication, administration, business analytics, budget management, performance management, and self-development.
Negotiates standard vendor agreements ensuring their financial soundness. Track vendor agreements to expiration, ensures compliance and determines if contracts should be renewed.
Strategic ownership for implementing and maintaining key sourcing and procurement market intelligence, tools, processes, policies and programs.
Establish relevant goals and thresholds to drive accountability, improve efficiencies, and performance. Own the development and ongoing reporting of meaningful process metrics to measure performance.
Reviews metrics and data to identify performance trends and provides solutions to improve performance level.
Ensures the third-party vendor understands the requirements to facilitate to onboard qualified agents.
Essential functions of the role include leadership, planning and coordination, communication, administration, business analytics, performance management, and self-development in a matrixed/complex environment
Own all facets of effectively managing the business relationship with CAI’s customer support Business Process Outsourcing partners (BPO's) as well as CAI’s Managed Service Provider (MSP).
Develop and maintain strong working relationships with employees at every level in the company, as well as with the vendor to identify, analyze and solve problems.
Support our Procurement teams to drive contact center procurement activities including vendor strategy, business and/or technology requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation.
Implements channel programs and policies as directed by corporate leadership
Monitors and takes action on client experience feedback and escalations
Create Vendor governance policies and be the Subject Matter Expert on Vendor contract terms. Ensure Vendors, the Center of Excellence (COE) and Business Units are adhering to Vendor governance policies
Serve as an escalation point to Vendors as well as the COE to help mediate and resolve performance concerns and/or operational issues.
Conduct Vendor Performance Reviews to assess BPO and MSP performance, SLAs to ensure CAI is always receiving best-in-class service. Develop the sourcing structure/metrics to re-evaluate vendor relationships and begin sourcing for new vendor relationships
Track vendor agreements to expiration, ensures compliance and determines if contracts should be renewed
Strategic ownership for implementing and maintaining key sourcing and procurement market intelligence, tools, processes, policies and programs
Establish relevant goals and thresholds to drive accountability, improve efficiencies, and performance. Own the development and ongoing reporting of meaningful process metrics to measure performance
Provides feedback to the third-party vendors to ensure they have the capabilities required to meet targets for revenue growth, productivity, quality and optimization of customer satisfaction within assigned area
Responds to inquiries from third-party vendors regarding CAI experience and product/service-related issues and drive issues/concerns to resolution
Assemble and foster high-performing teams, including direct and indirect reports as well as third party resources to ensure objectives and deliverables are achieved on-time and within budget.
Coordinates operation efforts and continuously updates providers on changes on business needs, products, policies, expectations, processes, and standards
Create culture to propel meaningful process changes and/or improvements to ensure scalable, repeatable, cost-effective and well-controlled processes to support the business in a compliant, fiscally responsible manner
Provide assurance that processes in all areas of responsibility are adequately and effectively controlled to appropriately manage risk and that effective change management is in place.
Bachelor’s in Business, MIS or related field or equivalent work experience
MBA or advanced degree
3 years successful experience in agent sales and service, recruitment and management
Experience in automotive industry desired
6 or more years of progressive leadership experience in Sourcing, Procurement, Business, MIS. Experience with negotiating and documenting strategic contracts, multi-level relationship management, pay for performance processes and technology and large-scale process/project management as well as operational, customer service and financial management expertise.
Ability to deal with ambiguity, create a strategy to address all stakeholder needs, and execute strategy meeting business needs. Strong business and technical acumen and ability; exhibits a leadership/executive presence and character that inspires trust of all levels, including characteristics of integrity, common sense, maturity,
intelligence, strategic mindedness, creativity, independent thinking, initiative, energy and a hands-on orientation.
Ability and experience leading and working with teams (direct and indirect, internal and external relationships) and on- and off-shore third parties to execute on business/category strategy, while meeting multiple stakeholder needs.
Demonstrated 360-degree leadership and ability to effectively build relationships and collaborate with key business partners within and outside the organization; including driving creation of a shared
vision and facilitating high-performing teams. Expertise working with a team to execute on strategy while balancing cost, productivity and timeliness.
Exceptional communication skills, effective with a variety of audiences. Ability to communicate complex information clearly and concisely and to influence and negotiate critical, significant contracts on behalf of the organization.
Experience with large scale systems redesign or implementation initiatives
Direct supervision of staff
Leadership of cross-functional/business unit teams, including indirect staff, third party vendors, etc.
Who We Are
About Cox Automotive
There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.
We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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About Cox Automotive
About Cox Automotive
There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling, owning and using cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic and groundbreaking consumer brands like Autotrader ® and Kelley Blue Book®, while others are creating the future of automotive at industry-facing brands like Dealer.com ®, Manheim ®, NextGear Capital ®, vAuto ® and Xtime®.
Cox Automotive is part of Cox Enterprises, a privately-owned, Atlanta-based company with revenues exceeding $20 billion.
Come join a global, family business that treats team members and clients like they’re just that – family. For more information about Cox Automotive, visit www.coxautoinc.com.
Cox Automotive is an Equal Opportunity Employer.
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