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Senior Director Operations - Client Success

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POST DATE 9/1/2016
END DATE 12/23/2016

Cox Corporate Services, Inc. Atlanta, GA

Atlanta, GA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Senior (15+ years)
Bachelors Degree


Cox Automotive is hiring a Senior Director of Operations. The Senior Director of Operations, reporting to the Vice-President of Operations for Client Success, will lead teams focused on boundary partner coordination, process and tools optimization. This will be the most senior direct report of the Vice President of Operations and will be tasked with helping lead Cox Automotive evolve from a collection of brands joined together through acquisition to a coordinated, client centric organization. To that end, designing and implementing enterprise wide change management programs will be a central focus of the role. Success in the role is ultimately defined by the pace at which the Client Success organization builds an infrastructure that enables Cox Automotive to grow to $10b by 2020, while improving the overall Client Experience.


Develop an organizational change management framework that supports the evolution of Client Success:

* Conduct Impact Assessments (GAP analysis), outlining the As Is and To Be states

* Monitor the implementation of a wide variety of initiatives and fine-tune the framework and plans as required

* Identify, and effectively engage with the various stakeholder groups to ensure they buy-in to the reasons for the change

* Effectively communicate benefits of successful implementation and details of change via a comprehensive program of activities

* Establish, manage and monitor employee and client feedback mechanisms for all Client Success transformation initiatives

* Ensure the client feedback is assessed and appropriately incorporated into program framework and plans

* Training Needs Analysis and engagement with appropriate subject matter experts to deliver content as appropriate

Coordinate with wide range of boundary partners across Cox Automotive:

* Ensure value proposition and client experience outputs are effectively actioned by strategy, marketing and product teams

* Oversee efforts to document, define and optimize processes within Client Success and across all relevant boundary partners

* Coordinate with all Sales Operations teams to identify ways to standardize and optimize ways of working across Cox Automotive

* Help lead the implementation of the Challenger Sales methodology across all parts of Client Success (GES & EDP)

* Accountable for partnering with Information Technology to ensure short term lead to quote priorities are completed on-time in full

Develop a world class team:

* Build team through external and internal recruiting and onboarding

* Set direction and provide oversight, coaching, management, and leadership for the team

* Drive the adoption of Cox Automotive tools, processes and ways of working

* Mentor, motivate, and develop staff and serve as a resource to them in order to facilitate their professional development

* Maintain peer relationships across the business to facilitate effective knowledge sharing and avoid duplication of effort


The candidate must have a proven track record in operational effectiveness, service transformation, process redesign/reengineering, change management, communication, relationship management, strategy implementation and project management

* To serve as the second in command for the Client Success Operations team overseeing 10+ people

* Ability to provide thought leadership and engage with other senior leaders in addressing complex business issues

* Experience in an environment highly recognized for driving continuous improvement and operational excellence

* Demonstrated track record of building world-class teams

* Experience influencing change, developing strategies with impact and delivering results

* Ability to assess capability gaps, and build plans for addressing organizational needs across Client Success

* Good listener with outstanding interpersonal qualities and a natural, effective consultative style

* Strong senior management writing and presentation skills

* Subject matter experience in organizational and process design

* Strong project and program management skills

* Ability to persuade others to change their behavior without formal authority

* Ability to build support and implement, across organizational boundaries, specifically in a matrixed environment

* Ability to handle complaints, settles disputes, and resolve conflicts by negotiation

* Collaborative \\"team player\\" orientation with a strong cultural awareness

* 15+ years of experience in a combination of change management and sales operations roles

* Technology or professional services sector experience (preferred).

* Bachelor s degree

Cox Automotive Inc. is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, software, financial, wholesale and e-commerce solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. Committed to open choice and dedicated to strong partnerships, the Cox Automotive family includes Autotrader , , Dealertrack , Kelley Blue Book , Manheim , NextGear Capital , vAuto , Xtime and a host of other brands. The global company has over 30,000 team members in more than 200 locations and is partner to more than 40,000 auto dealers, as well as most major automobile manufacturers, while engaging U.S. consumer car buyers with the most recognized media brands in the industry. Cox Automotive is a subsidiary of Cox Enterprises, Inc., an Atlanta-based company with revenues of $18 billion and approximately 55,000 employees. Cox Enterprises other major operating subsidiaries include Cox Communications and Cox Media Group. For more information about Cox Automotive, visit

ORGANIZATION: Cox Automotive

PRIMARY LOCATION: US-GA-Atlanta-3003 Summit Blvd


JOB LEVEL: Executive

SHIFT: Day Job

TRAVEL: Yes, 5 % of the Time

SCHEDULE: Full-time



Cox Enterprises is a leading communications, media and automotive services company. With revenues of $18 billion and approximately 60,000 employees, the company's major operating subsidiaries include Cox Communications (cable television distribution, high-speed Internet access, telephone, home security and automation, commercial telecommunications and advertising solutions); Cox Automotive (automotive-related auctions, financial services, media and software solutions); and Cox Media Group (television and radio stations, digital media, newspapers and advertising sales rep firms).

The company's major national brands include Autotrader, Kelley Blue Book and Manheim. Through Cox Automotive, the company's international operations stretch across Asia, Australia, Europe and Latin America. To learn more about Cox's commitment to people, sustainability and our communities, please visit

Company Size:
5,001-10,000 Employees
Social Media:
6305 Peachtree Dunwoody Rd
Atlanta, GA 30328

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