Sr Manager, Customer Care

Cox
$99,000.00 - $165,000.00 / yr
parental leave, paid time off, paid holidays
United States, Georgia, Decatur
Jul 01, 2025
FleetNet America is revolutionizing the industry with digital-first fleet solutions connecting fleets with maintenance experts, using data-driven technology via an automated marketplace of service providers & proprietary fleet technology. FleetNet America is Cox Automotive Mobility's digital marketplace; designed for fleets, operators and teams who need an on-demand service solution, data driven insights, and a team of fleet experts to support them so they can focus on their core business. The Senior Manager, Customer Care is responsible for leading and optimizing the performance of the call center operations to deliver exceptional customer service experiences. This role oversees a team of managers, supervisors, and agents, ensuring service level agreements, quality standards, and customer satisfaction goals are consistently met or exceeded. The Senior Manager is a strategic thinker with a passion for people leadership, process improvement, and customer advocacy. Job Duties: Provides strategic direction and oversight to team members within the call center, ensuring alignment with organizational goals and performance standards. Acts as a customer advocate within the organization, driving resolution of issues by ensuring appropriate technical and process support. Analyzes historical and current trends in key performance indicators to identify opportunities for improvement and implements corrective actions as needed. Continuously monitors service delivery and performance metrics, developing and executing targeted initiatives to close performance gaps. Leads the resolution of escalated customer issues, ensuring thorough root cause analysis and long-term solutions. Applies deep industry knowledge and operational expertise to influence strategic decision-making and champion continuous improvement initiatives across call center operations. Lead by example, demonstrating integrity, championing Cox values, and fostering a culture of respect, collaboration, and excellence across all team interactions. Coach and mentor frontline leaders to build high-performing teams and foster a culture of accountability, engagement, and continuous improvement. Manages budgets, staffing plans, and resource allocation to meet operational goals. All other duties as assigned. Minimum Qualifications: Bachelor's degree in a related discipline and 8 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 6 years' experience; a Ph.D. and 3 years' experience in a related field; or 12 years' experience in a related field. 3+ years' experience in management or leadership role. Preferred Experience & Specialized Knowledge and skills Experience in the automotive industry or fleet management. Experience in establishing and driving process and operational excellence. Excellent communication (written and verbal) and interpersonal skills. Ability to work in a high performance, fast-paced team environment. Understanding of the Marketplace in an operational context. Ability to adapt to and work effectively within a constantly changing environment. Sets direction by exercising influence in the development of organizational objectives and short to mid-term long goals. Excellent problem solving and negotiation skills. Relationship building & networking. Drive for Results: Setting high standards of performance for self and others; assuming responsibility and sense of urgency for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. Focus on Customers: Promoting and living customer service as a value. Ensuring that the (internal or external) customer's needs are a driving force behind priorities, decisions, processes, and activities. USD 99,000.00 - 165,000.00 per year Compensation: Compensation includes a base salary of $99,000.00 - $165,000.00. 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. Benefits: The Company offers eligible employees 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; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for 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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.