Operations & Vendor Performance Manager

Cox Automotive; Atlanta (GA); On-site; USD 92,000 - 154,000; Full time

Job summary

Cox Automotive in the United States seeks an Operations Management Manager for Central Dispatch to lead cross-functional initiatives, manage vendor performance, and drive continuous improvement across operations. You will gather requirements, build plans and costs, and guide teams through the full project lifecycle, from design to reporting and transition.

Responsibilities include governing third-party partnerships, optimizing contact center platforms, monitoring SLAs, and delivering data-driven

Qualifications

• BA/BS degree and 6 years works related experience; or an equivalent combination of education and work related experience.
• Minimum of 6 years of experience in operations management, vendor or BPO management, or contact center operations.
• Demonstrated experience managing third party vendor performance and SLAs.
• Demonstrated experience leading complex, cross-functional initiatives from requirements through delivery.
• Demonstrated experience driving continuous improvement efforts that measurably improve operational performance, client satisfaction, and client retention.
• Experience developing or maintaining procedures, SOPs, or best operational practices.
• 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

Responsibilities

• Accountable for the performance of Central Dispatch's third party and operational third party partner workstreams including, but not limited to customer care, client outreach and sales, and back office functions.
• Sets and monitors vendor KPIs and contractual targets; aligns definitions to Central Dispatch standards.
• Leads weekly operations reviews, monthly business reviews, and quarterly business reviews.
• Oversees vendor staffing models, forecasting, capacity planning, and surge response.
• Oversees vendor training, onboarding, and knowledge base updates; directs quality calibration reviews with vendor and cross-functional partners.
• Maintains escalation procedures along with vendor risk registers and business continuity and disaster recovery plans.
• Gathers and defines business requirements for call flows and routing logic; owns contact center platform & IVR.
• Manages change coordination with Product teams; ensures testing and rollback plans are in place before deployment.
• Monitors routing and platform performance; escalates incidents and directs emergency routing during outages.
• Reviews user access and ensures call recording retention and PII handling meet business needs.
• Develops metrics and scorecards from the contact center platform and vendor portals.
• Collects and analyzes data to identify trends, root causes, and performance gaps; communicates findings to leaders.
• Collaborates with process owners to keep procedures and SLAs accurate across teams and vendors.
• Identifies and manages improvement efforts that increase efficiency and quality across operations.
• Leads large-scale vendor transitions from planning through wind down.
• Builds relationships with vendor leadership and cross-functional teams; defines clear handoffs.
• Documents and maintains procedures, runbooks, maps, and knowledge bases for continuity.
• Supports onboarding and cross-training; avoids single points of failure by ensuring access.

Skills

Operations management

Vendor management

BPO management

Contact center

Project leadership

Continuous improvement

Process improvement

SLA management

Education

BA/BS degree

Tools

Excel

Reporting tools

Job description

Cox Automotive in the United States seeks an Operations Management Manager for Central Dispatch to lead cross-functional initiatives, manage vendor performance, and drive continuous improvement across operations. You will gather requirements, build plans and costs, and guide teams through the full project lifecycle, from design to reporting and transition.

Responsibilities include governing third-party partnerships, optimizing contact center platforms, monitoring SLAs, and delivering data-driven