Senior Director, Customer Care

Cox Enterprises • Cherryville, NC

47d • Hybrid

About The Position

FleetNet America is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers & proprietary fleet technology.  FleetNet America is Cox Automotive Mobility's digital marketplace; designed for fleets, operators and teams who need an on-demand service solution, data driven insights, and a team of fleet experts to support them so they can focus on their core business. The Senior Director, Customer Care is responsible for setting the vision and strategic direction for all customer care operations, including multiple call centers and customer support teams. The executive role drives organizational excellence, customer advocacy, and operational innovation, ensuring that service delivery consistently exceeds industry standards and supports business growth. The Senior Director partners with senior leadership to shape customer experience strategy, influence enterprise-wide initiatives, and champion a culture of continuous improvement and high performance.

Requirements

• Bachelor's degree in a related discipline and 12 years' experience in a related field with at least 7 years' experience in a management or lead role; or a different combination, such as a master's degree and 10 years' experience; or PhD and 7 years' experience or 20 years' experience in a related field with no degree.
• At least 7 years of experience in a management/leadership role.
• Experience in the automotive industry, fleet management, freight or related sectors.
• Proven track record in leading large-scale customer care operations and driving organizational transformation.
• Expertise in process improvement, operational excellence, and change management.
• Exceptional executive communication, negotiation, and relationship-building skills.
• Ability to set strategic direction and influence organizational objectives.
• Strong analytical skills and experience with data-driven decision-making.
• Demonstrated ability to thrive in a dynamic, fast-paced environment.

Responsibilities

• Develop and execute the long-term strategy for customer care, aligning with organizational goals and market trends.
• Lead and inspire a team of managers, supervisors, and agents, fostering a culture of accountability, engagement, and excellence.
• Serve as the executive sponsor for customer advocacy, representing the voice of the customer at the highest levels of the organization.
• Oversee the design and implementation of innovative service delivery models, leveraging technology and data analytics to drive operational efficiency and customer satisfaction.
• Analyze enterprise-wide performance metrics and industry benchmarks to identify opportunities for transformation and growth.
• Lead the design, delivery, and evaluation of training programs for customer care teams, ensuring alignment with organizational goals and best practices.
• Lead resolution of complex, escalated customer issues, ensuring root cause analysis and sustainable solutions.
• Influence strategic decision-making across the organization, championing process improvement and operational excellence initiatives.
• Manage budgets, staffing plans, and resource allocation to achieve business objectives.
• Build and maintain strong relationships with key stakeholders, including senior leadership, clients, and external partners.
• Coach and mentor leaders, developing future talent and succession plans for the customer care organization.
• Represent the company at industry events, forums, and with major clients as the leader for customer care.
• All other duties as assigned.

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.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Telecommunications
• Number of Employees: 5,001-10,000 employees