Company
Cox Automotive - USA
Customer Care Group
Client Implementation Service Sr Manager
Sr Manager - Non People Leader
Can work remotely but need to live in the specified city, state, or region
Yes, 25% of the time
Day
Compensation
Compensation includes a base salary of $97,100.00 - $161,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
*** Candidates should reside in the Phoenix or Atlanta markets. Candidates applying should have freight / logistics operations / auto transport experience with the ability to manage tech integration within the Cox Automotive Central Dispatch business unit.
The Client Implementation Service Sr Manager is the primary person responsible for the overall success of Central Dispatch Enterprise Client Implementation. This role oversees the build and configuration of new client account solutions and integrations according to the requirements defined in the signed sales contract. The Client Implementation Service Sr Manager is expected to lead multiple large, complex and/or strategic customer implementation projects, effectively interpret complex business requirements to execute customer solutions, and establish credibility with clients as a senior thought partner who understands their business and can help solve their process, operational or technical needs.
This role typically works on projects of broad scope that may be tied to high-profile clients or to important business initiatives. These projects may be less clearly defined, requiring you to solve complex challenges while working to define processes in collaboration with other teams. Enterprise implementation of Central Dispatch products spans different systems and requires the technical aptitude to properly partner with sales, product, technology, operations, GTM Readiness, and other boundary partners to be successful.
To be successful in this role, the candidate must have strong time management and problem-resolution skills. They must possess the ability to coordinate activities across a broad array of customers and internal team members. This person must also have strong customer service skills, with the ability to communicate clearly and effectively. They must also be comfortable piloting new processes and working in a fast-paced environment that may require some non-traditional hours. This role requires the ability to collaborate with internal and external partners to ensure we are working to optimize the implementation process and deliver a quality product to our customers.
PRIMARY DUTIES/KEY RESPONSIBILITIES
Oversee configuration of the Central Dispatch solution for customers in accordance with applicable quality guidelines, applying judgment and discretion as necessary
Manage a highly functioning team and drive for continuous improvement and career growth. Focused on development and stretch assignments to keep engagement high
Partner with peer leadership groups to identify and solve missing project requirements and proactively uncover potential issues and roadblocks
Ensure implementation goes according to defined specifications and customer expectations
Assist in the resolution of problems arising during the implementation process
Operate with the utmost attention to detail, confidence, and effectiveness when handling accounts, pilot programs, and difficult situations, by providing exceptional customer service, and maintaining a high degree of professional integrity within all levels of the organization
Lead the development and improvement of processes and best practices to increase efficiency and accuracy of individual team members, interdepartmental communication, and ultimately customer satisfaction
Provides feedback to Product Support, Operations Management, Marketing, and other teams based on customer use cases, adoption blockers
Ensure documentation used by the team to detail the implementation and QA steps is maintained regularly
Assessment of issues to evaluate wide-scale impact and partner with cross-functional teams to resolve
Work to successfully achieve operational targets and KPIs
Proactively develop and maintain knowledge and skills related to technology, tools & products (new releases, updates, etc.)
Special projects and other duties as assigned
Travel if required for client meetings or internal meetings.
Required Experience & Specialized Knowledge and skills
Bachelor’s degree in a related discipline and 8 years’ experience in program management. The right candidate could also have a different combination, such as a master’s degree and 6 years’ experience; a Ph.D. and 3 years’ experience in a related field; or 12 years’ experience in a related field.
Minimum of 3 years in a client-facing or digital marketing role is required.
Working knowledge of native and web-based applications
Knowledge of automotive transport, logistics, and/or Cox Automotive digital marketplace products is preferred.
Excellent interpersonal skills, including the ability to communicate both verbally and in writing
Ability to effectively articulate and communicate in a way that retains engagement.
Strong time management skills and focus to hit set targets.
Above average ability to multi-task proactively and in response to issues as they arise
Proven experience managing self and others (both clients and colleagues)
To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
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, parental leave, and COVID-19 vaccination leave.
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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). For more details on what benefits you may be offered, visit our benefits page. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
