Director, Customer Performance Management (Cox Fleet)

The Director, Fleet Operations & Customer Performance is a senior leader responsible for driving growth, customer retention, and operational excellence across a marketplace of fleet services. This role owns the end-to-end customer performance strategy, translating customer needs into scalable operational execution while ensuring service consistency, financial performance, and long-term customer value.
The Director serves as the voice of the customer internally, partners closely with Sales, Operations and Product, and leads teams accountable for delivering measurable outcomes across maintenance, asset lifecycle management, and connected services. This role balances strategic leadership with hands-on operational oversight, ensuring that customer growth and retention objectives are embedded into day-to-day execution.
Responsibilities:

• 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.

Qualifications:
Minimum qualifications include:

• 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
• Ability to sit or stand for prolonged periods of time
• Ability to perform repetitive data entry tasks, manual dexterity
• Ability to travel up to 25% of the time

Preferred qualifications include:

• Fleet or maintenance management experience preferred

USD 148,500.00 - 247,500.00 per year
Compensation:
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. 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.
EOE, including disability/vets