Director Client Services Concierge Solutions

Dallas, TX, United States

**Primary Location:** 13737 Noel Rd , Dallas , TX , US **Director Client Services Concierge Solutions**

At Cox, were forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and were looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Client Services Director of Concierge Solutions for Cox Automotive Inventory Solutions is responsible for leading all aspects of Manheim's customized, white glove and service model for customer journey activities nationally. The position will provide overall direction and support for Concierge Solutions operations needs. S/He will lead a team of specialized arbitrators and client service/call center staff to deliver premium service to Manheims largest clients. S/He will lead and build sustainable processes and business models for call center and arbitration activities through the ownership of +One and other specialized service models such as centralized redemptions. The Director's responsibility is operating at optimal efficiency while delivering on the commitment with a visionary approach to achieve premium client service. They will work across CAI business units creating and executing specialized services for Manheim clients. This position will partner with field leadership, corporate and regional support staff, Product, Marketing, and other business units within Cox Automotive to deliver consistent premium service levels and specialized experiences for our large, shared clients. S/He will be responsible for leading and supporting ad hoc projects as necessary for Client Services.

Key activities for this position include leadership development, strategic planning, and client management (internal and external). The Director of Concierge Operations will focus on leading people, operational effectiveness, efficiency, and strategic vision in response to our largest clients business needs. They will be responsible for clients that buy over 30,000+ cars a year. S/He will have responsibility for mitigating arbitration losses for both the client and Manheim along with providing ROI positive projects. They will drive and champion the organization's vision, mission, and strategy.

* Create a consistent customer experience by developing and scaling repeatable methodologies and proven best practices across Manheim, and other CAI support platforms

* Lead the employee life cycle process, including hiring, training, and development

* Build a strategic plan for future growth and increased service products

* Drive continuous improvement by providing innovative solutions

* Train staff on contact center operations and new technology deployments.

* Review arbitration trends & provide progress reports to GM/Assistant General Manager, and Sr. Arbitration Director as necessary

* Collaborate with Sales Executives regarding clients needs and staff performance of the team members in +One.

* Build and develop strong business relationships with other functional areas within the Auctions operations.

* Develop a support model that includes Workforce Management, Quality Assurance, Knowledge Base, and Voice of the Customer.

* Establish standardized processes and knowledge base to support existing contact types such as gate passes, title policies, and future contact types.

* Work closely with all leadership team levels to coordinate activities and communicate needs.

* Proactively work to identify and resolve issues. Maintain a working knowledge of Manheim and Cox Automotive products and services.

* Facilitate and deliver appropriate business and financial metric reporting.

**Compensation:**

* Compensation includes a base salary of $96,696 135,252. Salary may vary outside of the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience.

* Position is eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

**Qualifications:**

* Required Experience & Specialized Knowledge and skills

* 3-5 years professional experience in a Customer Care/Call Center operations leadership role

* Experience in Arbitration or financial negotiation experience preferred

* Ten years general business experience; automotive; auction experience strongly preferred

* BA/BS or masters degree in technical, business, or management discipline preferred, or equivalent work experience.

* Equivalent combination of education and work-related experience

* Bachelors degree, ten years of relevant experience in a related field, and five years experience in a leadership role. ~OR~

* Masters degree and eight years of relevant experience in a related field. ~OR~

* Ph.D. and up to five years of relevant experience in a related field. ~OR~

* High School Diploma and fourteen years of relevant experience in a related field

* Relevant auction and arbitration experience a plus.

* Solid attention to detail

* Strong verbal and written communication skills

* Self-starter in taking the lead on priority items while also learning on the fly quickly with excellent information recall

* Proactive and able to anticipate business needs and provide solutions

* 2-5 years experience with Chat digital platform preferred

* Familiarity with Genesys, AS400/Auction Access/Salesforce/MS Suite is a plus

* Committed to quality and excellence; detail-driven and execution-focused

* A passionate, high-energy, visionary leader, capable of driving speed and discipline throughout the organization

* Ability to work well with, lead, and influence others in a fast-paced environment

* Effective communicator, both internally and externally.

* Ability to accommodate flexible hours in a dynamic start-up environment

* Auction, exchange, or brokerage experience is a plus

PHYSICAL DEMANDS

* Overnight Travel 25% 35%

* Standing

* Walking

* Sitting

* Driving Must have a valid drivers license.

* Extensive conversation via in person, the phone, virtually on camera, or other technologies

WORK ENVIRONMENT

* Typical office environment

* Corporate Offices

* Visits to other sites (auctions and Cox/Manheim facilities)

Who We Are

**About Cox Automotive**

Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

**About Cox**

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, .

Cox is an Equal Employment Opportunity employer All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnici

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