Senior Manager, Fleet Client Services

Cox Enterprises • Raleigh, NC

4d • $89,400 - $134,000 • Remote

About The Position

The Senior Manager of Fleet Client Services leads and provides direction to the scheduling team to optimize work volumes and staffing levels, support operational efficiency, and deliver excellent customer service. This regional role manages and grows a portfolio of Fleet Maintenance clients in a high-volume market, which may include multiple small- to medium-sized markets within an assigned geographic territory. The role focuses on client retention and expansion, revenue growth, technician efficiency, and client satisfaction, and serves as a manager-level escalation point for complex customer issues. The position also manages accounts to achieve measurable results, using a performance management process aligned with organizational expectations and available tools.

The Senior Manager provides strategic leadership and oversight for department operations, with an emphasis on relationship management, strategic reporting, and advocating for team needs at a higher organizational level. The role works closely with clients, Sales, Field Operations, scheduling, other departments, physical sites, and leadership. This is a regional position; preference is given to applicants living in or near Norfolk, Virginia; Raleigh, North Carolina; or Charlotte, North Carolina. Remote work is possible for candidates who live in the specified city, state, or region. Travel is required within the territory; the posting lists travel as 50% in the role details and up to 40% in the qualifications.

Requirements

• Bachelor’s degree in a related discipline and 8 or more years of experience in a related field; alternatively, a master’s degree and 6 or more years of experience, a Ph.D. and up to 3 years of experience, or 12 or more years of experience in a related field.
• At least 3 years in a management or leadership role.
• Valid driver’s license and safe driving record.
• Ability to travel within the outlined territory; the posting indicates up to 40% in the qualifications and 50% in the role details.
• Ability to build relationships, consult, and sell value-added service solutions.
• Ability to meet and exceed sales targets and achieve results through adaptability, analytical support, and influence.
• Skill in developing and finalizing business case scenarios.
• Ability to foster productive and professional internal and external business relationships.
• Ability to achieve business results through influence, executive presence, strategic thinking, and effective problem-solving.

Nice To Haves

• Degree in a related field such as sales, marketing, finance, or business is strongly desired.
• Experience in the fleet or automobile industry is preferred.

Responsibilities

• Lead and direct the scheduling team to optimize work volumes and staffing levels and coordinate services to meet client needs.
• Manage and grow a portfolio of Fleet Maintenance clients in an assigned geographic territory.
• Meet and exceed revenue, annual sales, and customer churn goals for assigned markets.
• Build and maintain client relationships and deliver an exceptional customer experience.
• Evaluate client growth opportunities and market trends, assess business options, and make recommendations to the leader.
• Work with national and regional Sales teams to maximize opportunities to provide value to clients.
• Partner and communicate consistently with Field Operations when client account changes affect operations.
• Use knowledge of fleet maintenance and clients’ business models to align Cox Automotive products and services with client needs and success.
• Serve as a key contact for internal and external clients, responding to escalations and inquiries and attending customer meetings as a Cox management representative.
• Monitor client, market, and competitor activity and report relevant changes and business needs to team leaders.
• Identify at-risk clients and develop appropriate action plans to improve status or performance.
• Monitor system red flags and client emergencies using established methods and take immediate action.
• Disseminate organizational information transparently through department meetings, one-on-one sessions, targeted emails, Teams chats, and regular interpersonal communication.
• Coordinate with other departments, physical sites, and leadership to maintain communication, coordinate activities, and provide quality internal and external customer service.
• Follow safety and health procedures, model safe behaviors, and cooperate with safety leadership in support of Safety Excellence.
• Perform other duties as assigned.

Benefits

• Eligible employees may take paid vacation as appropriate to their duties and the company’s needs.
• Seven paid holidays per calendar year.
• Up to 160 hours of paid wellness time annually for the employee or family members.
• Additional paid time off may include bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Benefits may include medical, dental, and vision insurance; 401(k) retirement planning; and paid time off, including sick leave, parental leave, flexible vacation, wellness days, and/or PTO.
• The position may be eligible for additional compensation through an incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior