Director, Customer Performance Management – Cox Fleet

Cox Enterprises

Senior leader overseeing customer performance and fleet operations at Cox Automotive, driving growth and retention strategies while managing operational excellence.

Posted 5/6/2026full-timeCherryville • North Carolina • 🇺🇸 United StatesLead💰 $148,500 - $247,500 per yearWebsite

About the role

Key responsibilities & impact

Define and execute a customer performance and retention strategy aligned to enterprise growth objectives
Identify growth opportunities through performance insights, customer feedback, and operational data
Partner with Sales, Operations, and Technology to support customer onboarding, expansion, and renewal efforts
Lead executive‑level customer relationships, including QBRs, escalations, and strategic planning sessions
Own operational outcomes across fleet maintenance, asset lifecycle management, and connected vehicle services
Establish and govern KPIs, scorecards, and performance management rhythms tied to customer commitments and financial outcomes
Ensure consistent execution across teams, service providers, and internal operation groups through root cause analysis and continuous improvement
Drive corrective action plans for performance gaps and service risks
Act as the primary advocate for customer needs across Operations, Technology, Data Analytics and Marketing
Translate customer feedback into operational improvements, technology enhancements, and service design changes
Serve as a senior liaison between customers and internal stakeholders to resolve systemic issues and improve satisfaction
Lead and develop senior managers and client‑facing teams responsible for customer performance
Build a culture of accountability, continuous improvement, and customer‑centric decision making
Set clear expectations, performance goals, and development plans for leadership and frontline teams
Develop multi‑year operational and customer performance roadmaps aligned with enterprise strategy
Improve workflows, scalability, and efficiency through process redesign and technology adoption
Partner with Technology and Analytics teams to enhance visibility into events and customer driven metrics

Requirements

What you’ll need

Bachelor’s degree and 10 years’ related experience
The right candidate could also have a different combination, such as a master's degree and 8 years’ experience; a Ph.D. and 5 years’ experience; or 14 years’ related experience
5+ years of people leadership experience
Strong executive presence with the ability to influence senior internal and external stakeholders
Advanced proficiency in data‑driven decision making (Excel, dashboards, performance analytics)
Ability to interact with internal and external business partners supporting corporate policy, standards, processes and procedures
Proven ability to lead people, set and achieve goals, and manage within defined corporate budgets
Ability to demonstrate a consultative approach to customer needs and interpret feedback to develop business cases
Demonstrated success implementing performance management frameworks, KPIs, and scorecards at scale.
Experience representing operations in customer‑facing growth, renewal, and escalation discussions.
Self-motivated, able to manage expectations, prioritize work to meet deadlines, and work under pressure in a fast paced, high-energy environment
Strong customer service and organization skills required
Works well in a team environment by supporting departmental initiatives and goals and developing future leaders
Provide excellent communication skills, both written and verbal.

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data-driven decision makingperformance analyticsKPI implementationscorecard developmentprocess redesigntechnology adoptioncustomer performance strategyoperational outcomes managementfleet maintenanceasset lifecycle management

Soft Skills

executive presenceinfluenceconsultative approachcustomer serviceorganization skillsteam collaborationleadershipgoal settingcommunication skillsproblem-solving

Certifications

Bachelor's degreeMaster's degreePh.D.