Senior Director, Client Relationship Management SPN – Service Provider Network

Role Overview

• Provide leadership over the long-term vision, strategy, and operational excellence of the Service Provider Network, ensuring a best-in-class service experience for fleet clients and strategic service partners.
• Lead enterprise-level transformation initiatives to scale the SPN into a high-growth, technology-enabled model using proprietary fleet technology, automation, and digital workflows.
• Serve as a champion for innovation across vendor management, digital enablement, and process optimization, driving measurable improvement in service quality, efficiency and customer satisfaction.
• Cultivate and expand relationships with key service providers, strengthen partnership, performance, and alignment with Cox Fleet’s strategic, operational, and quality standards.
• Develop and implement a comprehensive performance management framework for service providers, including setting clear KPIs, service standards, compliance requirements, and continuous improvement expectations.
• Leverage advanced analytics, operational insights, and data-driven methodologies to optimize network performance, enhance accountability, and identify opportunities to unlock value for clients, service partners, and the business.
• Design and lead recognition strategies that celebrate high-performing providers and reinforce a culture of excellence, partnership, and operational integrity across the network.
• Partner cross-functional with Product, Sales, Finance, Customer Care, and other internal teams to ensure seamless integration, alignment, and execution of SPN initiatives and service models.
• Serve as a strategic advisor to senior business leaders and external partners, influencing decision-making and securing alignment to long-term SPN and Cox Fleet priorities.
• Oversee budget development, forecasting, and resource planning to support operational objectives and strategic growth of the Service Provider Network.

Requirements

• BA/BS degree required + 12 or more years of relevant work experience with at least 7 years experience in a leadership role OR MS degree + 10 years of experience OR Ph.D. degree + 7 years of experience OR 16 + years of experience with no degree.
• Prior experience in Fleet Management, Fleet Maintenance, or Service Provider/Vendor relations required.
• Proven track record in scaling vendor networks, management compliance, and leading cross-functional teams.
• Expertise in process improvement, operational excellence, and change management.
• Strong executive communication, negotiation, and relationship-building skills.
• Demonstrated ability to thrive in a dynamic, fast-paced environment.

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.
• 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)).