Dispatch Operations Manager — Remote

Cox Enterprises, Inc.; Rhode Island; Remote; USD 82,000 - 110,000; Full time

Job summary

Cox Fleet seeks a Manager, Dispatch Follow Up to oversee a remote/hybrid team delivering exceptional customer service within a US-wide operations framework. You will lead supervisors and agents, ensuring SLA adherence, quality, and satisfaction while driving process improvements.

The role emphasizes people leadership, development, and collaboration with HR to recruit, train, and promote talent in a fast-paced, high-performance environment.

Qualifications

• Bachelor’s degree in a related discipline with 6 years’ experience.
• Alternative combinations: master’s degree with 4 years; PhD with 1 year; or 10 years in related field.
• At least 1 year of experience in a management/leadership role.
• Experience in the automotive industry or fleet management preferred.
• Experience supporting process and operational excellence.
• Excellent relationship-building and communication skills.
• Ability to work in a high performance, fast-paced team environment.
• Ability to adapt to and work effectively within a constantly changing environment.
• Strong problem solving and negotiation skills.

Responsibilities

• Manage all assigned team members.
• Monitor and coach team members in operational excellence, dispatch timeliness, team efficiency, phone metrics and staff utilization.
• Manage alerts that hit the left projector screen and phone board along with other event monitoring software.
• Ensure system processes are being maximized.
• Assist team members in personal development, motivation, and training.
• Perform annual reviews and QIP measurements and reviews.
• Work with Human Resources staff in recruiting, interviewing and recommendations for hires/promotions.
• Collaborate with HR and management on wages, hour requirements and employee issues.
• Provide information and enforcement in company policies and procedures.
• Interacting with customers or vendors to decide proper handling of events.
• Other duties and projects as assigned.

Skills

Leadership

Team development

Customer service

Operations

Dispatch management

Coaching

HR collaboration

Performance metrics

Negotiation

Communication

Education

Bachelor’s degree

Job description

Cox Fleet seeks a Manager, Dispatch Follow Up to oversee a remote/hybrid team delivering exceptional customer service within a US-wide operations framework. You will lead supervisors and agents, ensuring SLA adherence, quality, and satisfaction while driving process improvements.

The role emphasizes people leadership, development, and collaboration with HR to recruit, train, and promote talent in a fast-paced, high-performance environment.