Operations & Vendor Performance Manager

Cox Enterprises; Arizona; Híbrido; USD 92.000 - 154.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

Paid holidays

Wellness days

401(k) retirement plan

Descripción de la vacante

Cox Automotive in the United States is seeking an Operations Management Manager to support Central Dispatch initiatives across multiple vendor and partner networks. The role requires coordinating cross-functional teams, defining requirements, and leading complex projects from planning through delivery.

The Manager will own vendor performance, governance, and continuous improvement efforts, with a focus on improving operational efficiency and client satisfaction.

Formación

• BA/BS degree and 6 years related experience; or an equivalent combination.
• Minimum of 6 years in operations management, vendor or BPO management, or contact center operations.
• Experience managing third party vendor performance and SLAs.
• Experience leading complex, cross-functional initiatives from requirements through delivery.
• Experience driving continuous improvement to measurably improve performance and client satisfaction.
• Experience as a business owner or key stakeholder of a contact center platform and IVR routing is preferred.
• Experience with Lean Daily Management (LDM) is preferred.

Responsabilidades

• Third party partner performance management and KPI oversight.
• Vendor governance, weekly and periodic reviews, and staffing oversight.
• Own contact center platform requirements, routing logic, and change coordination.
• Develop metrics and recurring scorecards from platforms and portals.
• Maintain procedures and SLAs; align vendor execution with documented processes.
• Identify improvement opportunities and quantify impact for efficiency gains.
• Lead complex initiatives as project manager across cross-functional teams.
• Build relationships with vendor leadership and cross-functional partners.
• Document procedures, runbooks, and knowledge continuity; support onboarding.

Conocimientos

Vendor management

Cross-functional leadership

Project leadership

Continuous improvement

Data analysis

Communication

Educación

BA/BS degree

Herramientas

Excel

Reporting tools

Descripción del empleo

Cox Automotive in the United States is seeking an Operations Management Manager to support Central Dispatch initiatives across multiple vendor and partner networks. The role requires coordinating cross-functional teams, defining requirements, and leading complex projects from planning through delivery.

The Manager will own vendor performance, governance, and continuous improvement efforts, with a focus on improving operational efficiency and client satisfaction.