14 days old

Manager Client Service Quality

Cox Automotive
Oakbrook Terrace, IL 60181
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*Primary Location: *1901 S Meyers Rd, Oakbrook Terrace, IL, USA
*Division: *Cox Automotive
*Job Level: *Manager/Senior Manager
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202102281
The* Manager Client Service Quality *will provide general leadership, direction, and technical guidance to the Quality Assurance Team in the analysis, design, testing and deployment for the Inventory Management applications and systems. This individual will oversee all aspects of Quality Assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met. This person will act as the key point of contact for all QA aspects of releases, providing QA Services and coordinating QA resources.

This individual requires to have acute attention to details, thoroughness, and a focus on continuous process improvement. The Manager Client Service Quality is expected to be the face of QA, building and maintain relationships with other functional leaders to promote and continually challenge to improve existing QA methodologies and build an organization thats the best in the industry.

* Directly supervises Team and Quality Analysts including the preparation and delivery of staff performance evaluations and career development activities.

* Has oversight of a dedicated team of quality analysts that perform audits and assess performance against scorecards.

* Working closely with the IMS operation department leaders to gain key objectives and strategic metrics to frame out and develop the quality management strategy.

* Maintains and reports the quality plan for operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.

* Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and overall project quality.

* Ensures delivery against QA department goals and objectives, i.e. meeting commitments and coordinating overall quality assurance schedule.

* Create, implement, and ensure compliance with testing standards

* Facilitates calibration activities and works collaboratively with IMS operations department leaders to ensure consistency in quality service requirements.

* Coordinate with Development, Product and Business to assess severity and prioritize reported issues

* Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.

* Actively lead and participate in the design, creation, and implementation of automation & Performance Testing initiatives.

* Participate in the launch process, managing the planning and execution of product testing efforts, including all associated resources to meet committed delivery dates. Provide necessary reporting to aid the Project Managers with the overall project plan and deliverables.

* Recruit, manage, train, and evaluate the performance of the QA personnel.


* Bachelors degree in related field and 7 years experience in a Client Services, Operations, Quality Assurance or related function in technology with minimum 1 year in leadership/management role or an equivalent combination of education and work-related experience.

* Strong technical skills - Microsoft Office, Salesforce.com, DOMO, Power BI, PureCloud

* Strong verbal & written communication skills

* Demonstrated success in implementing real organizational change

* Organization, Professionalism, and Time Management skills

* Able to influence both customers, staff, and other managers/executives

* Setting and reviewing Quality performance standards

* Ability to manage and influence key stakeholders

* Develop and maintain an expert working knowledge of all IMS products and products lines.

*Preferred Qualification:*

* Automotive industry software support experience

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 *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
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, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/).
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, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Posted: 2021-05-31 Expires: 2021-07-15
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Manager Client Service Quality

Cox Automotive
Oakbrook Terrace, IL 60181

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