Sr Manager, Client Service Quality - Cox Fleet

Cox Enterprises•Indianapolis, IN

3d•$101,500 - $169,100•Remote

About The Position

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.

Requirements

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.
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
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

Nice To Haves

Experience in the automobile industry or fleet business preferred

Responsibilities

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
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
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
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
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
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