Remote Dispatch Operations Manager

Cox Enterprises; Washington (District of Columbia); Remote; USD 81,000 - 122,000; Full time

Benefits offered by this job

Paid vacation

Seven paid holidays

Wellness leave (up to 160 hours)

Bereavement leave

Voting leave

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive is seeking a Manager, Dispatch to lead the daily operations of the contact center, ensuring top-tier customer service. You will manage a team of supervisors and agents, drive performance metrics, and partner with HR on recruiting and development initiatives.

The role emphasizes people leadership, process execution, and customer advocacy in a dynamic, fast-paced environment across remote and hybrid work options within the United States.

Qualifications

• Bachelor's degree in a related discipline and 6 years' experience in a related field; other combinations (master's degree with 4 years, PhD with 1 year, or 10 years) are acceptable.
• Minimum 1 year in a management/leadership role.
• Experience in the automotive industry or fleet management preferred.
• Strong relationship building, networking, communication, and interpersonal skills.
• Ability to work in a high performance, fast-paced team environment.
• Ability to adapt to and work effectively within a constantly changing environment.
• Strong problem solving and negotiation skills.

Responsibilities

• Oversee daily Operations of the dispatch contact center to deliver excellent customer service.
• Manage a team of supervisors and agents to meet service levels and quality standards.
• Monitor metrics, coach team on timeliness, efficiency, and staff utilization.
• Collaborate with HR on recruiting, interviews, and promotions.
• Ensure compliance with company policies and procedures.
• Interact with customers/vendors to resolve events and issues.
• Lead performance reviews and development plans.

Skills

Leadership experience

Communication skills

Team management

Problem solving

Negotiation

Adaptability

Education

Bachelor's degree in related discipline

Master's degree in related field

PhD in related field

Job description

Cox Automotive is seeking a Manager, Dispatch to lead the daily operations of the contact center, ensuring top-tier customer service. You will manage a team of supervisors and agents, drive performance metrics, and partner with HR on recruiting and development initiatives.

The role emphasizes people leadership, process execution, and customer advocacy in a dynamic, fast-paced environment across remote and hybrid work options within the United States.