Operations & Vendor Management Lead

Cox Automotive; Phoenix (AZ); On-site; USD 92,000 - 154,000; Full time

Benefits offered by this job

Vacation & Holidays

Wellness benefits

Paid time off

Job summary

Cox Automotive is seeking an Operations Management Manager for Central Dispatch to oversee cross-functional initiatives, vendor performance, and continuous improvement across multiple processes and platforms. You will lead complex projects, govern third-party partnerships, and drive operational excellence.

The role requires managing requirements, milestones, and testing plans, while guiding teams through change management and reporting.

Qualifications

• BA/BS degree or equivalent with 6 years related experience in operations management, vendor or BPO management, or contact center operations.
• Experience managing third-party vendor performance and SLAs.
• Proven ability to lead complex, cross-functional initiatives from requirements to delivery.
• Experience driving continuous improvement to enhance operational performance and client satisfaction.
• Familiarity with procedures, SOPs, and best operational practices.
• Experience with contact center platforms and IVR routing is preferred.

Responsibilities

• Owns Third Party Partner Performance Management for Central Dispatch workstreams, setting and monitoring vendor KPIs and targets.
• Leads Governance & Operations Oversight, staffing, forecasting, capacity planning, and knowledge-base updates.
• Owns Contact Center Platform & IVR business ownership, gathers requirements, manages change, and validates testing and rollback plans.
• Develops performance metrics and recurring scorecards from contact center platforms and vendor portals; analyzes data to identify trends and gaps.
• Ensures procedures and SLAs remain accurate and aligned across teams and vendor partners.
• Drives continuous improvement initiatives, quantifying impact and aligning to strategic needs.
• Leads project leadership and transition efforts, including large-scale vendor transitions and cross-functional coordination.
• Fosters cross-functional collaboration and stakeholder liaison, defining handoffs and ensuring quality standards.
• Documents procedures, runbooks, and knowledge repositories to ensure business continuity and onboarding.

Skills

Analytical Thinking

Business Acumen

Consulting

Managing Multiple Priorities

Project Administration

Data & Metrics

Education

BA/BS degree

Tools

Excel

Job description

Cox Automotive is seeking an Operations Management Manager for Central Dispatch to oversee cross-functional initiatives, vendor performance, and continuous improvement across multiple processes and platforms. You will lead complex projects, govern third-party partnerships, and drive operational excellence.

The role requires managing requirements, milestones, and testing plans, while guiding teams through change management and reporting.