Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Client Performance Manager IV

Management Level

Manager - Non People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $88,300.00 - $147,100.00. 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.

Job Description

Cox Business helps companies adopt technologies that deliver mobility, scalability and growth. With our Internet and networking solutions combined with our dedication to the next generation of cloud and connected technologies, we’re changing the way we do business. 

What’s In It for You?  

Here’s a sneak peek of the benefits you could experience as a Cox employee:  

We want our people to succeed, plain and simple. We’re all about professional development, continuing education and helping your career grow.  

Our pro-sales culture honors and respects what you and other salespeople contribute to our continuing success at Cox.  

A competitive salary and top-notch bonus/incentive plans.  

Exceptional work-life balance, flexible time-off policies and accommodating work schedules.  

Comprehensive healthcare benefits, with multiple options for individuals and families.  

Generous 401(k) retirement plans with company match.  

Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.  

Professional development and continuing education opportunities.  

Access to financial wellness/planning resources.  

See all of our benefits

 

The Cox Business Client Performance Manager, that is, Service Manager, is responsible for owning the service experience of an assigned customer base which includes our largest enterprise-level customers.  This includes escalating service troubles when needed, coordinating special requests around scheduled maintenance when appropriate reviewing the customer’s network topology for business continuity and compatibility with the Cox network, and meeting with customers on a regular basis to review network performance and recommendations. Day to day functions include:

CUSTOMER OWNERSHIP
The Service Manager is responsible for owning the network performance of an assigned customer base.  This includes reviewing customer’s network topology for business continuity and compatibility with the Cox network, ensuring all appropriate Cox systems are updated with customer network inventory, and ensuring all relevant fix agencies have visibility to customer Service Level Agreements and what commitment Cox has made in obtaining these SLAs.

ESCALATION MANAGEMENT
When appropriate, the Service Manager performs escalation for customer trouble tickets.  The Service Manager is empowered to escalate to the level needed to ensure proper trouble resolution management.  The Service Manager should always be acting as the customer ombudsman when the normal trouble process is not driving toward resolution in the most expedient timeframe The Service Manager is available to his/her customers 24/7.

SERVICE REVIEWS
Prepare regular service reviews which details Cox network performance for the assigned customer base.   Develop action plans to address performance gaps from not meeting SLA commitments.  Collaborate with internal organizations in developing action plans to address performance gaps.  Share results with internal fix agencies on Cox network performance to ensure all appropriate organizations have visibility on how the customer perceives the Cox network performance.

REVIEW POST INCIDENT REVIEW
Develop requested PIR/RFO for a network outage which negatively impacted the customer’s network performance.  The PIR will be created with collaboration with the appropriate organization within Cox that has direct responsibility on future incidents.  The PIR should outline irreversible corrective action to ensure incident will either not happen again or will have minimal impact.

ECR NOTIFICATIONS
Provide appropriate contacts for maintenance notifications for any maintenance activity which may impact the customer’s service.  Keep track of maintenance activities for trends or which may lead to a redesign of the customer’s network.

CHRONIC TROUBLE MANAGEMENT
Develop action plans to address circuits or sites which have experienced multiple troubles within in a specified time.  The action plan should identify the root cause and recommendations with associated timelines for resolution.  Collaborate with the appropriate internal organizations and possibly customers vendor in developing and implementing action plan.

SALES SUPPORT
When appropriate, be a technical resource for account teams in developing RFPs and business account reviews.
 

ESCALATIONS

The Service Manager will be empowered to escalation to the highest levels within Cox when facilitating the repair process.

Minimum Qualifications:

Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right

candidate could also have a different combination, such as a master’s degree and 4 years’

experience; a Ph.D. and 1 year of experience; or 10 years’ experience in a related field

Specialized skill training/certification may be required

5-7 years of experience in customer facing technical support role

Comfortable working with all levels of customer management

Proficient problem solving and analytical skills

Exceptional interpersonal skills, verbal and written

Exceptional troubleshooting analysis skills, specifically with telephony product/services is a plus

Exceptional organizational skills

Ability to multitask

Ability to work flexible hours and/or on-call as needed

Preferred

Knowledge of TCP/IP and LAN/WAN topologies and configurations

Knowledge of cloud-based services

Knowledge of telecommunications services

Prior experience with trouble management software

A+, Net+, CCNA, Microsoft certification

BS/BA degree strongly desired

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, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. 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. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.