Operations Supervisor

CNA National; Scottsdale (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Tuition assistance

Disability insurance

Job summary

A service contracts provider in Scottsdale is seeking an experienced Operations Supervisor to lead a team focused on business intake processes like contract processing and cancellations. This full-time role entails overseeing operational efficiency and ensuring departmental KPIs are met. Candidates should have a strong leadership background with 4+ years of operations experience and a flair for communication and analytical tasks. Benefits include medical insurance, tuition assistance, and 401(k).

Qualifications

• 4+ years of operations or service center experience.
• 5+ years supervisory experience desired.
• Experience in vehicle service contract industry preferred.

Responsibilities

• Oversee timely and accurate processing of transactions.
• Manage team scheduling and workload distribution.
• Hire, train, and mentor high-performing teams.
• Monitor performance standards and provide feedback.
• Handle escalations and resolve customer issues.
• Ensure compliance with policies and procedures.
• Analyze data to recommend performance improvements.
• Monitor call/chat metrics and take corrective actions.
• Lead process audits and collaborate cross-functionally.

Skills

Leadership

Communication

Analytical skills

KPI management

Proficiency in Microsoft Office

Education

High School Diploma or equivalent

Associate degree (preferred)

Tools

Microsoft Office Suite

JIRA

Workforce Management systems

Job description

Join to apply for the Operations Supervisor role at CNA National

CNA National seeks an experienced Operations Supervisor to lead a team responsible for business intake processes, including contract processing, corrections, cancellations, and transfers using our proprietary system. This role ensures operational efficiency, meets departmental KPIs, and delivers exceptional service to our Agents and Dealers.

This is a full‑time position located in the Scottsdale office.

Key Responsibilities

• Oversee timely and accurate processing of transactions and reporting.
• Manage team scheduling, workload distribution, and month‑end activities.
• Hire, train, mentor, and retain high‑performing teams committed to a positive culture.
• Monitor performance standards and provide feedback using metrics/KPI reporting.
• Handle escalations and resolve issues for internal and external customers.
• Ensure compliance with established policies and procedures.
• Analyze data and recommend improvements to enhance performance.
• Monitor live dashboards for call/chat metrics and take corrective actions as needed.
• Lead process audits and collaborate cross‑functionally to improve customer experience.

Qualifications

• High School Diploma or equivalent; Associate degree preferred.
• 4+ years of operations or service center experience; 5+ years supervisory experience desired.
• Experience in vehicle service contract industry preferred.
• Strong leadership, communication, and analytical skills.
• Ability to manage KPIs and adapt in a fast‑paced environment.
• Proficiency in Microsoft Office Suite; experience with JIRA and Workforce Management systems a plus.

CNA National (CNAN) offers service contracts, warranties and other protection products to vehicle purchasers through franchised automobile dealerships nationwide. Founded in 1982 and headquartered in Scottsdale, Arizona, we set out to redefine the service contract industry with a commitment to being the best and doing the right thing. More than 40 years later, we remain true to that vision, evolving alongside the auto industry and delivering top‑notch products with exceptional customer service.

Our organizational culture thrives on challenge and engagement, providing opportunities for employees to learn, grow, and feel a sense of purpose within our dynamic workplace.

Benefits

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Tuition assistance
• Disability insurance

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