Senior Director, Technical Customer Care

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr Director, Technical Customer Care

Management Level

Sr Director

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $144,900.00 - $241,500.00. 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 Senior Director of Technical Client Support is responsible for managing all aspects of client support including being a strategic leader for the department. The leader will execute the highest levels of customer satisfaction across three or more Retail brands that make up one of the three main Retail Support channels (Retailing & Client Success, Operations Support or Lender & Document Support). The leader will serve as an integral member of the Retail Support leadership team and work closely with other Retail and cross functional leaders in the development of Retail Client Support and Retail Client Operations overall strategy. They will contribute to the achievement of the company’s strategic goals by driving toward operation excellence in all of Retail Support. The successful candidate must be located in or willing to relocate to a commutable distance to one of the business hubs for this group. Primary areas of responsibility include the following:

• Strategy development and execution

• Budgeting and forecasting support with Department AVP

• KPI monitoring and management.

• Operational improvement

• Technical Client support quality and overall satisfaction

• Business readiness owner for Client Support on their brands

• Third party/BPO vendor oversight and business process management

 
Client Support

• Responsible for all customer care activities and success across Retail

• Establish technical Customer Care direction and ensure policies, procedures and processes are in place and are effective and efficient for service delivery.

• Serve as the executive owner of client impacting technical issues.

• Steer the operational strategies across multiple Retail Support teams ensuring world-class service is delivered in an effective and timely manner to customers.

• Lead the execution of improvements to drive operational excellence in service delivery to customers and employee performance and experience.

• Provide strategic vision for ensuring Salesforce aligns across multiple support channels.

• Design and governs escalation management process and procedures, and all strategic communication protocols related to customer satisfaction.

• Provide leaders across functions with visibility of support activity including budgets, costs, priorities for long term. 

• Blueprint effective controls to monitor end-to-end issue resolution and product/technical support activity.

• Own the budget responsibility of one of the multiple Retail Client Support channels and partners with the AVP on that channel’s needs for the overall Retail Support budget.

• Increase relationships with key customers, including third parties and major accounts, and other functional leaders across Cox Automotive.

Leadership, Development and Engagement

• Establish a high performing team of leaders that run the day-to-day operations of the business.

• Lead the senior management team by providing stretch opportunities and extensive coaching to Senior Managers and Directors.

Strategy and Business Process

• Develop strategy on “bending the cost curve” – to enable us to support greater numbers of clients with the same team members and other efficiency gains. This requires a close partnership with Product and Engineering leaders.

• Maximize margin through productivity gains using performance metrics while ensuring support actions meet or exceed expected cost, quality and time measurements.

• Apply knowledge gained from adverse scenarios in support to enhance future process and project planning.

• Be forward looking- plan and design multi-year strategy for support infrastructure, talent and client support processes.

• Be a thought leader in Customer Service disruptors, financial headwinds, market trends, and strategic par