Director, Process Improvement – Journey Management

Cox Enterprises

Director of Process Improvement & Journey Management at Cox Automotive optimizing client and team member experiences through strategy and process excellence. Overseeing journey management and improvement initiatives across various teams.

Posted 4/24/2026full-timeAtlanta • Kansas, Utah, Vermont • 🇺🇸 United StatesLead💰 $148,500 - $247,500 per yearWebsite

About the role

Key responsibilities & impact

Define and execute a comprehensive journey-led improvement strategy
Optimize operations, elevate client and team member experiences, and drive measurable efficiency outcomes across Client Operations
Blend process excellence with experience design
Own the end-to-end management of client and team member journeys, including onboarding, support, and self-service experiences
Maintain current- and future-state journey maps, prioritize journey enhancements that deliver business value
Partner closely with Experience Strategy, Product, Marketing, and Operations teams

Requirements

What you’ll need

Bachelor’s degree in a related discipline and 10 years’ experience in a related field
5+ years’ experience in a management or leadership role
Knowledge of SaaS implementation, technical support, and enabling functions
Knowledge of core enterprise platforms such as Salesforce, Genesys, Precursive, as well as experience using or implementing journey analytics and tooling
A critical thinker, with the ability to make fact-based recommendations and synthesize multiple inputs to glean business implications for the broader picture
Able to lead and influence others by acting as a strategic partner.

Benefits

Comp & perks

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
Up to 160 hours of paid wellness annually for their own wellness or that of family members
Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

journey mappingprocess excellenceSaaS implementationjourney analyticstechnical supportclient operations managementexperience designdata synthesisfact-based recommendationsbusiness value enhancement

Soft Skills

critical thinkingleadershipinfluencestrategic partnershipcollaborationcommunicationproblem-solvingorganizational skillsclient experience optimizationteam member experience enhancement