Remote Operations Manager, Central Dispatch

Cox Automotive; United States; Hybride; USD 92 000 - 154 000; Plein temps

Avantages offerts par ce poste

Flexible work option

Résumé du poste

Cox Automotive in the United States is seeking an Operations Management Manager for Central Dispatch to lead cross-functional initiatives, manage projects, and improve operational effectiveness. The role drives requirements gathering, cost planning, and governance across multiple processes and third-party partners, with a focus on delivering reliable performance.

You will own vendor performance, oversee contact center platform decisions, and coordinate with Product and QA teams.

Responsabilités

• Third Party Partner Performance Management: 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. Keeps vendor metric definitions aligned to the Central Dispatch standard, and leads performance improvement plans, corrective actions, and escalations.
• Vendor Governance & Operations Oversight: 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, and directs quality calibration reviews with vendor & cross functional partners. Maintains escalation procedures along with vendor risk registers and business continuity and disaster recovery plans.
• Contact Center Platform & IVR Business Ownership: Serves as the business owner of the contact center platform and call routing strategy, leading partnership with the cross functional team that owns the platform. Gathers and defines business requirements for call flows and routing logic. Leads change coordination with Product teams by managing requests, driving prioritization, validating requirements, and ensuring testing and rollback plans are in place before deployment. Monitors routing and platform performance, escalates incidents, and directs emergency routing during a vendor outage or site closure. Reviews user access and confirms call recording retention and PII handling meets business requirements.
• Performance Measurement & Reporting: Develops metrics that provide data for process and vendor performance measurement and produces recurring scorecards and performance reports from the contact center platform and vendor portals. Collects and analyzes data to identify trends, root causes, and performance gaps, and aligns improvement recommendations to those gaps. Communicates findings and fact-based recommendations to leaders across the business.
• Procedure & SLA Accuracy: Collaborates with all process owners across business functions to keep procedures and SLAs accurate, current, and consistent across teams and vendor partners, and to align vendor execution to each team's documented processes.
• Continuous Improvement: Identifies, prioritizes, and manages improvement efforts that increase efficiency and quality across operations. Acts on the trends and gaps surfaced through performance reporting, researches root causes, develops solution models, and recommends process and system changes that meet both near-term tactical and long-term strategic needs, quantifying impact where possible

Description du poste

Cox Automotive in the United States is seeking an Operations Management Manager for Central Dispatch to lead cross-functional initiatives, manage projects, and improve operational effectiveness. The role drives requirements gathering, cost planning, and governance across multiple processes and third-party partners, with a focus on delivering reliable performance.

You will own vendor performance, oversee contact center platform decisions, and coordinate with Product and QA teams.