- Director, Client Operations

Burlington, Vermont
Nov 08, 2019
Account Management
Metro Area
Full Time

The Client Operations is responsible for leading the Client-facing Technical Support teams, setting strategic objectives to align with broader company targets and delivering the highest level of client satisfaction and instill confidence in our products.   This is a highly operational role.  The Director is responsible for the day to day operations of the Frontline teams with a focus on delivering best-in-class client service from both a qualitative and a quantitative perspective. They make final decisions on administrative or operational matters and ensure operational effectiveness. They set team strategy that is aligned with the overall business strategy and goals.   They will align with the other leaders of the client services teams to measure, analyze and identify opportunities to make our products and services better, delivering financial, capacity, quality and timeliness results.  This includes identifying training, documentation and process opportunities and collaborating with partner leaders and teams to deliver resources and support to frontline team members.  The Director will work collaboratively with teams across and Cox Automotive to define, execute and measure product and service performance and deliver high quality solutions to our clients and partners. They must have the credibility and courage required to hold the business accountable for the client experience we deliver. The Director should be recognized as a strong people, thought, process and change leader who builds high performing teams and challenges the business to improve. They will demonstrate the know how to develop and deliver effective processes and produce insightful data, and is highly skilled at attracting, developing and retaining top talent. The Director will be focused on analysis and operational business needs balanced with the ability to think and act strategically, resulting in value realization for the customer and the business.  They will be responsible for developing the balance between the people, the process, and the pace for their organization, which also includes budgetary forecasting and oversight. THE TEAM:The Dealer Support team makes things more than right for our customers, creating an incredible opportunity to deliver considerable value to our Clients, their customers and our colleagues across  We are looking for a Director in our Burlington, VT office that will make our team even stronger, and help us continue to improve.   Our management team works closely and collaboratively to lead our large and talented department to achieve company goals and exceed client expectations.  We are looking for someone with people management experience, strong leadership skills, technical aptitude, and comfort in dealing with difficult situations.  You need to be good at handling multiple priorities, enjoy being part of a spirited team, and love a challenge.  Most of all, a great attitude, collaborative spirit and a curious mind are all critical to success in this role.  This is a fun and supportive group, and we want people who can bring their energy and their know-how to make our team even stronger.  SPECIFIC RESPONSIBILITIESLeadership:Direct the Client-facing Technical Support teams, setting strategic objectives to align with broader company targets and delivering the highest level of client satisfaction while instilling confidence in our products.  Directly manage a team of Managers, who collectively lead the client facing team members.Provide guidance, leadership, and feedback to help the teams deliver the highest quality projects and services to clients and partners.Deliver regular coaching and feedback to individuals and teams. Strategy:Lead Strategic planning and direction setting to achieve both long- and short-term objectives.Align the strategy, measures, organizational competence and people to achieve results.Identify and articulate potential threats to organizational health.Increasing competitive advantage by identifying solutions that deliver a best in class customer experience. Operations:Create and perform capacity planning to balance both achieving KPIs and managing to budget.Ensure role clarity and process consistency within the department. Develop and implement models for work performance that balance efficiency and quality.Build a strong, sustainable business though process improvement and partnership.Develop business best practices to maximize efficiencies and effectiveness of client facing teams. Drive Results:Set and achieve both qualitative and quantitative KPIs, manage within financial expectations.Support broader and Cox Automotive goals and objectives. Change Management:Initiate, support and implement significant organizational transformations, resulting in improved product quality, increased capacity and productivity and a better client and consumer experience. Data AnalysisLeverage data and insights to identify and create operational efficiencies, improve quality and effectiveness of client facing teams. Collaboration + CommunicationWork directly with peers across the organization to develop and execute strategies for continuous improvement.Develop deep relationships with key stakeholders internally across the organization and externally with dealerships and partners within the portfolio to ensure client retention and growth.Interface directly with clients and partners to both understand and communicate the value we deliver.Communicate compelling organizational vision and demonstrate visibility, passion, and follow-through around organizational culture, values, and mission. Qualifications:· 8+ years business and/or operations experience at a leadership level with increasing responsibility.· Excellent written and verbal communication skills.· Risk/Opportunity Management:  Must have the ability to identify risks and opportunities from multiple perspectives (revenue, review legal client contractual agreements, and client relationship).· Proficient with Microsoft Office, especially Excel (certification a plus) and PowerPoint.· Strong interpersonal skills and presentation skills.· Travel:  Ability to travel to various offices and partner locations and some weekend work required based on demand or situation.  · Bachelor’s Degree in Business, Marketing, IT or any related field strongly preferred, or (professional experience equivalent).· This position is located in our Burlington, Vermont office, with an expectation of presence in the office unless traveling on company business.  PREFERRED QUALIFICATIONS:· Previous automotive, media or IT software experience.· Working knowledge of Internet applications and protocols (web browsers, email, http, ftp).  Knowledge of web display languages (html, CSS).· Master’s Degree in business or a related field.· Knowledge of or Cox Automotive proprietary tools and systems.

About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion.

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.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.


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