Operations Management Lead, Central Dispatch (Remote)

Cox Enterprises; Georgia; À distance; USD 120 000 - 150 000; Plein temps

Résumé du poste

Cox Automotive in the United States seeks an Operations Management Manager to provide broad support across Central Dispatch and lead critical initiatives. You will gather requirements, build project plans, and drive cross-functional teams through lifecycle phases while optimizing operations and customer experiences.

Responsibilities include managing third-party partnerships, overseeing vendor performance and SLAs, and owning the contact center platform and IVR routing with rigorous change

Qualifications

• Minimum 6 years of experience in operations management, vendor or BPO management, or contact center operations.
• Experience leading third party vendor performance and SLAs.
• Proven ability to drive continuous improvement and cost/quality benefits.
• Experience owning a contact center platform and IVR routing is preferred.

Responsabilités

• Own Central Dispatch relationships with third party partners and govern performance and alignment to standards.
• Lead weekly operations reviews, monthly and quarterly business reviews, and vendor training.
• Own contact center platform and IVR routing requirements, change management, testing and rollback planning.
• Develop metrics and recurring scorecards, analyze data, and report trends to leadership.
• Collaborate with process owners to keep procedures and SLAs accurate and aligned across teams.

Connaissances

Operations management

Vendor management

Continuous improvement

Project leadership

Cross-functional collaboration

Data-driven decision making

Outils

Excel

Description du poste

Cox Automotive in the United States seeks an Operations Management Manager to provide broad support across Central Dispatch and lead critical initiatives. You will gather requirements, build project plans, and drive cross-functional teams through lifecycle phases while optimizing operations and customer experiences.

Responsibilities include managing third-party partnerships, overseeing vendor performance and SLAs, and owning the contact center platform and IVR routing with rigorous change