Operations Manager, Central Dispatch & Vendor Performance

Cox Enterprises; Yuma (AZ); Híbrido; USD 92.000 - 154.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Seven paid holidays

Paid wellness time

Flexible vacation

Descripción de la vacante

Cox Automotive is seeking an Operations Management Manager in the Central Dispatch area. The role focuses on cross-functional project leadership, vendor performance management, and process optimization to improve operational efficiency.

The manager will own relationships with third-party partners, drive KPI governance, and oversee the contact center platform and IVR routing. Remote work is possible within placement constraints in the US.

Formación

• BA/BS degree required or equivalent experience.
• 6+ years in operations management, vendor/BPO management, or contact center operations.
• Experience managing third-party vendors and SLAs.
• Experience leading cross-functional initiatives from requirements to delivery.
• Experience driving continuous improvement to boost performance and client satisfaction.
• Strong documentation and SOP/best practice development experience.
• Familiarity with contact center platforms/IVR routing is a plus.

Responsabilidades

• Manage third-party partner performance and KPIs; drive corrective actions and escalations.
• Lead vendor governance and governance reviews; oversee staffing, forecasting, and surge planning.
• Own contact center platform and IVR routing; define requirements and manage changes with product teams.
• Develop metrics and scorecards; present findings to leadership; analyze trends and gaps.
• Ensure procedures and SLAs are accurate and consistently followed across teams and vendors.
• Identify and prioritize improvement efforts; quantify impact and drive solutions.
• Lead complex initiatives from planning through wind-down; manage cross-functional teams.
• Foster cross-functional collaboration; maintain stakeholder relationships and clear handoffs.
• Document runbooks, processes, and knowledge continuity; support onboarding and training.

Conocimientos

Operations management

Vendor management

BPO management

Contact center operations

Continuous improvement

Cross-functional collaboration

Project leadership

Data reporting

KPI governance

Educación

BA/BS degree

Descripción del empleo

Cox Automotive is seeking an Operations Management Manager in the Central Dispatch area. The role focuses on cross-functional project leadership, vendor performance management, and process optimization to improve operational efficiency.

The manager will own relationships with third-party partners, drive KPI governance, and oversee the contact center platform and IVR routing. Remote work is possible within placement constraints in the US.