Director, Process Improvement & Journey Management

Company

Cox Automotive - USA

Job Family Group

Business Operations

Job Profile

Director, Business Process Design & Improvement

Management Level

Director

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 15% of the time

Work Shift

Day

Compensation

Compensation includes a base salary in the range of $148,500.00 - $247,500.00. 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.

Job Description

The Director, Process Improvement & Journey Management is responsible for defining and executing a comprehensive journey-led improvement strategy that optimizes operations, elevates client and team member experiences, and drives measurable efficiency outcomes across Client Operations. This role blends process excellence with experience design, ensuring that customer and internal journeys are intentionally designed, measured, and continuously improved from both an experience and operational efficiency perspective.

This leader owns the end-to-end management of client and team member journeys, including onboarding, support, and self-service experiences. They will maintain current- and future-state journey maps, identify friction and opportunities, and prioritize journey enhancements that deliver business value, scalability, and customer satisfaction. The role partners closely with Experience Strategy, Product, Marketing, and Operations teams to ensure journeys are supported by the right process tooling, automation, and platforms.

Accountable to the Senior Director, Experience Strategy & Innovation and Client Operations leadership, this position establishes success metrics and governance for journey performance, ensures alignment to financial goals, and drives a disciplined approach to journey optimization that balances experience quality with efficiency and cost outcomes. The ideal candidate will have a demonstrated track record of collaboration, influencing, leadership and execution skills, working across the matrix to shepherd the mindset and cultural shift needed to create new and innovative solutions.

Journey Management, Experience Design, and Business Process Improvement

• Own and govern end‑to‑end client and team member journeys across onboarding, support, and service delivery, ensuring alignment to business objectives and experience principles.

• Develop, maintain, and socialize current‑state and future‑state journey maps, service blueprints, SOPs, operational playbooks and experience artifacts to guide improvement efforts.

• Apply experience design methodologies to identify pain points, moments that matter, and opportunities for differentiation across journeys.

• Define and prioritize transformative initiatives and use cases that reduce operational effort while improving ease, speed, and satisfaction for clients and internal users, with an emphasis on emerging AI & automation technology.

• Translate journey insights into process improvement initiatives, leveraging process mapping, task mining, time studies, and workflow analysis as appropriate.

• Ensure compliance and risk are intentionally incorporated into journey transformations.

• Lead cross‑functional initiatives to simplify, automate, and standardize processes that underpin critical journeys.

 

Continuous Improvement Culture

• Implement and manage a Continuous Improvement idea intake process, with focus on uncovering process and financial efficiencies.

• Coach the organization to evolve their skillset around continuous improvement, using data and best practices to improve maturity of the continuous improvement discipline.

• Implement governance mechanisms to ensure journey changes are intentional, measured, and aligned to enterprise priorities.

• Provide executive‑level reporting on journey performance, improvement progress, and realized business outcomes.

Metrics, Tooling, and Technology Enablement

• Define and oversee experience and efficiency KPIs tied to journey performance, including customer effort, cycle time, cost‑to‑serve, operational throughput, and business value realization.

• Establish success criteria for journey enhancements and ensure measurement frameworks and tooling are embedded into delivery and ongoing operations.

• Monitor jour