Cox Enterprises

Customer Support

• Serve as the client advocate and will be responsible for client satisfaction based on task ownership and accurate resolution in a fast-paced environment.
• Manage a high volume of tasks that require leveraging various resources to identify the client’s need.
• Clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision.
• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible.
• Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy.
• Build sustainable relationships and engage clients by providing best-in-class service.
• Meet and/or exceed established key performance criteria.
• Dispatch available vehicles to clients across all regions on an inbound basis.

Senior Customer Care Specialist, Manheim

Operations

• Serve as an advocate for our clients, auctions, carriers, and all beneficiaries of our product and service offering
• Leverage relationships across Logistics, BPOs, and CAI to exceed client expectations
• Responsible for remediating issues and addressing all escalations in a timely and effective manner
• Work closely with carriers, drivers, BPO partners, and team members to deliver on client SLAs
• Leverage tools, dashboards, and reports to create an exceptions-based approach to remediating out-of-compliance inventory
• Communicate effectively and clearly articulate client needs
• Collaborate effectively in a cross-functional team setting to collectively exceed client expectations
• Play key role in requirements gathering and operational capability identification in new lines of business
• Prepare, analyze, and present operational metrics and reports for business reviews

Senior Vehicle Operations Logistics Specialist – Non-Driver, Non-Auction

Consultant

• Responsible for incremental business growth for assigned targeted areas
• Educate customers on the Offsite solutions product and services
• Actively seek opportunities to grow relationships by connecting buyers and sellers to facilitate deal conversion
• Manage assigned customer relationships for Manheim’s customers to provide a personalized auction experience and promote offsite inventory
• Deliver a personalized, low-effort, positive auction experience to dealer clients
• Utilize the Trade Desk Deal Dashboard and other sources, work all offers and bids below floor for assigned region
• Interface with seller and buyer to bring the deal to a close
• Create, nurture, and leverage positive client relationships to structure, negotiate, and close vehicle sales directly with clients
• Respond to inquiries or concerns by providing assistance, addressing service concerns and facilitating sale requirements
• Serve as interface to improve customer experience and productivity by collecting, analyzing, identifying, and presenting information
• Develop and strengthen relationships with dealers over phone and online through planned contact and meetings
• Identify and build knowledge of market and MMR trends, service themes, make/model demand, and critical client feedback to assimilate into weekly territory recap to leadership
• Collaborate with customer account team to identify and capitalize on opportunities for growth
• Develop positive relationships with clients, understanding their vehicle requirements and helping them understand auction processes, vehicle availability and preparation, and delivery
• Educate clients on online vehicle exchange, simulcast, and other company services for understanding and realistic expectations
• Serve as point person for resolution of client issues in partnership with Trade Desk Leadership and other stakeholders
• Provide a direct communications link to clients, ensuring their expectations are met and service issues resolved
• Investigate, troubleshoot and resolve identified problems and issues
• Utilize SalesForce.com to record all client interactions, run reports, and analyze client data
• Educate and inform customers of specific opportunities that match buying/selling habits
• Proactively educate dealers on offsite solutions and value proposition
• Function as a solid team player and work closely with teammates, field sales, and customer care to create a superior customer experience
• Work with manager and stakeholders to ensure a consistent and effective online and in-lane customer experience

Trade Desk Consultant

Manager

• Drive strong client relationships and optimize performance across automotive incentive programs
• Serve as a trusted partner to clients
• Act as the primary point of contact for accounts
• Analyze performance trends and identify growth opportunities
• Prepare performance reports and business insights for clients

Client Performance Manager, III

Sales Engineer

• Consults with and supports the sales team, providing pre-sales support for managed services solutions in a cloud-hosting environment
• Responsible for providing advanced product knowledge during the consultative solution-selling process by identifying and understanding the customers' needs and proposing appropriate solutions
• Leading technical aspects of solution implementations with other sales team members
• Communicating with Network Operations/Commercial Engineering on said implementations
• Advising Product Management teams on new product opportunities
• Partnering with the sales makers to develop and maintain consultative, long-term relationships with customers
• Meeting with customers to review their accounts and maintaining in-depth knowledge of their business
• Advising customers on evolving technologies that could address their business problems
• Coaching and guiding the Sales Engineer I for upskilling and advanced product knowledge

Sales Engineer II

Product Manager

• Discovers, develops, and evaluates new product ideas, enhancements to existing products, and strategic product extensions
• Translates insights into scalable, market-ready solutions for xtime
• Compiles and evaluates market requirements
• Ensures alignment between product capabilities and customer needs
• Leads large, complex, and strategically important product areas
• Works closely with OEMs, dealers, and internal stakeholders
• Delivers capabilities that meet evolving requirements
• Ensures existing products continue to perform, scale, and deliver value
• Embeds AI into the full product development lifecycle
• Accelerates discovery, prototyping, validation, and delivery
• Ensures products are measurable, usable, and deliver expected outcomes through reporting and analytics
• Responsible for developing, managing and optimizing one or more products
• Identifies, quantifies and effectively communicates customer market opportunities
• Creates and maintains product vision and roadmap
• Creates business plans to secure funding
• Develops go-to-market strategies and value proposition
• Ensures feature alignment across products
• Manages feature creation
• Identifies business rules / impact
• Engages with Solution Delivery Managers to ensure delivery team is aligned with features and feature acceptance criteria
• Defines and implements product solutions
• Contributes to product strategy
• Manages the product backlog
• Communicates effectively with stakeholders to provide updates
• Addresses concerns
• Manages expectations throughout the product lifecycle
• Collaborates with other Product Managers
• Participates in planning and pre/post-planning events (Demos and Inspect / Adapt)

Lead Product Manager

• The Marketing Support Specialist is responsible for coordinating the production and implementation of marketing plans/campaigns for the assigned location.
• At the direction of the Marketing Manager, execute marketing campaigns to address auction and client needs, ensuring Manheim brand alignment and accuracy.
• Plans and executes marketing tactics within the location including print, displays, and signage.
• Assists in managing auction social media sites to drive awareness to auction sales and events and creatively engage both current and prospective clients.
• Contribute ideas and insights into the development of a year-long event sale calendar.
• Track results of all marketing campaigns and make adjustments to future campaigns based on results.
• Utilize Manheim tools to execute marketing plans including graphic design requests, existing editable templates and company intranet site.
• Execute necessary sale day preparations/responsibilities as directed by leadership including but not limited to client engagement, promotion/incentive execution, giveaway tracking, etc.
• Travel as required by corporate marketing and auction leadership.

Marketing Support Specialist

• Responsible for leading a Sales team focused on producing revenue growth through an end-to-end sales strategy and selling all Inventory Solutions services to new and existing clients
• Partners with Client Solutions Senior Director to develop and implement a plan to grow revenue and market share
• Executes upon sales growth and retention plan for assigned team/accounts
• Provides direct support as needed to sales staff through participation in sales calls or other related activities
• Coaches sales staff to enhance their effectiveness, holds them accountable for results
• Works closely with multiple levels within automotive dealerships, automobile associations, automotive dealer groups
• Utilizes CRM tool on a daily basis to monitor sales results and ensures Client Success Executives are compliant in its usage and using the tool effectively

Senior Manager, Client Solutions

Account Executive

• Manage and grow parts sales within an assigned geographic territory
• Build and maintain long-term relationships with existing customers while identifying and developing new accounts
• Conduct regular in-person customer visits to understand customer operations and parts needs
• Promote parts programs, pricing, specials, and value-added solutions
• Prepare and present quotes, pricing, and proposals in alignment with company guidelines
• Partner with Inside Parts Sales, Service and Operations teams to ensure seamless customer support
• Act as a point of contact for customer questions, concerns, and issues resolutions
• Communicate customer needs, demand trends, and feedback to internal teams
• Monitor market conditions and competitor activity within the territory
• Maintain accurate customer records, sales activity, and forecasts in CRM and internal systems
• Track and report sales performance and pipeline activity
• Ensure sales documentation and customer data are accurate and complete
• Meet or exceed assigned sales targets and performance metrics

Parts Sales Representative

Parts Sales Representative – Cox Fleet

• The Manager works collaboratively and cross-functionally with boundary partner teams including: auctions, remote dealer services, sales, and other field-based teams
• The Manager is the primary point of contact within Manheim Mobile Inspections for the assigned Market Center(s), and is an escalation point for any internal or external client
• Measures of success for this position include service level performance (productivity, quality, etc.), safety & compliance, client satisfaction measures, and team member engagement
• Directly oversee the work of Supervisors and provide direction and guidance to team members
• Ensure systems are in place to efficiently and effectively manage quality work in accordance with standards, company policies, and customer expectations
• Plan and continuously monitor staffing levels to ensure efficiency, quality of work, and effective customer service
• Drive the adoption and utilization of Lean Daily Management within the assigned Market Center(s)
• Participate in operational process development and implementation of projects
• Build and maintain a strong working relationship with internal and external partners
• Coordinate with leaders and boundary partners, including the Sales, Auction, and Remote Dealer Services teams, to ensure client expectations are met
• Provide quality service and interact with dealers and commercial clients to resolve escalated issues and/or concerns
• Recruit, hire, onboard, and provide ongoing support to employees
• Review team performance against operational KPIs, and develop tactical plans within the assigned Market Center(s) to implement initiatives with guidance from the Regional Director
• Coach, develop, and empower team members, and create a cohesive team environment
• Procure, distribute, and track company equipment
• Conduct regular performance reviews for all direct reports

Mobile Inspections Manager

Account Manager

• Track and analyze key performance indicators (KPIs), including federal inspection compliance, preventative maintenance, on-road failures, and spend
• Use fleet management systems to generate insights and deliver actionable reports
• Conduct regular client meetings, share performance metrics, and lead business reviews aligned with client objectives
• Serve as the primary point of contact, managing relationships and acting as escalation lead while collaborating with cross-functional teams to meet client needs
• Provide proactive updates on operations, service issues, and product enhancements; ensure transparency from issue identification through resolution
• Deliver high-touch service, resolve issues efficiently, and consistently meet or exceed client expectations
• Identify gaps, recommend efficiencies, and support development and maintenance of programs, services, and SOPs
• Monitor SLA performance, customer satisfaction, and audit results; ensure accurate documentation and adherence to procedural controls and reporting standards
• Lead client and internal calls, coordinate cross-functional efforts, and report key concerns with recommended solutions
• Follow all corporate policies and procedures

Client Relationship Manager – Level II

Auditor

• Conduct a thorough vehicle inspection at an expert level
• Responsible for area audits through a physical count of client vehicles, in addition to an audit of dealer’s records including the sale, disposition and proceeds of the vehicles in question
• Responsible for reconciling dealer and Cox customer physical counts, and in some cases, facilitating payment from dealer to finance company
• Locate, start, move, inspect, and return vehicles on dealer/clients’ lot safely
• Verify vehicle identification and enter accurate vehicle information into the inspection system to correct VIN, mileage, and sub series
• Inspect vehicle equipment and options, documenting results including damage, missing or inoperable items
• Inspect and record vehicle exterior condition, including but not limited to tires, frame, glass, panels, and mechanical components
• Inspect and record the vehicle interior condition, including but not limited to seats, dashboard, and options
• Perform basic mechanical checks on vehicles including powertrain, drivetrain, and electrical components
• Will assist lower-level mobile inspectors to navigate more complex inspections and client relationships
• Prepare and provide daily activity reports for management
• Be able to pivot and adapt to changes in daily appointments to ensure efficiency and effectiveness of each dealer visit
• Develop strong knowledge of clients in territory and work together with partners to keep them active with Manheim mobile inspections through regular, pro-active on lot engagement
• Collaborate with the Wholesale Specialist team, peers, other Manheim workgroups, and auctions

Senior Mobile Vehicle Condition Inspector, Lot Auditor

Program Manager

• The OEM Services Program Manager is responsible for aligning digital marketing and retailing strategies for large, complex OEM clients with Dealer.com and Cox Automotive solutions.
• This role ensures delivery against OEM and intermediary agreements through strong relationship management, strategic thinking, and effective cross-functional coordination.
• The position partners closely with sales, account leadership, and performance teams to drive client retention, program growth, and overall program success.
• Establish and maintain program-level relationships with OEM clients to ensure they receive maximum value from their partnership with Dealer.com and Cox Automotive.
• Partner with OEM clients to understand annual marketing strategies and align them to available products, services, and technical solutions, including custom product needs and budget considerations.
• Collaborate across internal teams including sales, performance management, contracts, billing, and support to execute program initiatives and ensure a consistent client experience.
• Monitor program performance and financial health, identifying risks and opportunities, and partnering with internal teams to drive retention and revenue growth.
• Develop strategic initiatives that enable sales and performance teams to execute against program goals.
• Support development, delivery, and execution of OEM partner agreements in collaboration with the CAI OEM Account Sales Team.
• Deliver monthly service reviews to OEM partners, summarizing performance, customer service metrics, product updates, and KPI and SLA progress.
• Provide regular updates to internal leadership, including program wins, challenges, risks, and growth opportunities.
• Lead quarterly business reviews with OEM partners, aligning program performance to strategic goals and sharing product roadmap updates.

OEM Services Program Manager

Communications

• The Digital Marketing/Communications Specialist II is responsible for driving client advertising performance, supporting portfolio growth, and contributing to retention strategies
• Executes end-to-end digital campaigns across Search, Display, Social, and Video channels to optimize performance against dealer goals
• Follows established best practices to analyze results, proactively identify issues, and take ownership of resolving any challenges that may impact performance or dealer satisfaction
• Execution and delivery of client Digital Advertising (SEM, Display, Social Media, Video) strategies and tactics, with strong advertising performance and high client satisfaction across a portfolio of 50+ accounts
• Provide and/or execute keyword research and expansion, ad creation, campaign performance tracking, and audience/placement analysis/recommendations to continually improve digital advertising performance
• Monitor and analyze account performance and trends to determine adjustments in tactics and allocations, making independent decisions and consulting with the client as needed
• Provide monthly performance reporting and quarterly consultative conversation to ensure alignment to goals
• Conduct webinar/phone/email contacts or limited in-person as needed to ensure alignment of digital advertising budgets and goals
• Take ownership of clients’ digital advertising issues and drive to resolution
• Participate in the exchange of ‘best practices’ across entire Digital Advertising Strategists team, incorporating those learnings to continually improve dealer performance