Senior Customer Care & Operations Specialist

Cox Enterprises; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Cox Enterprises is seeking a senior operations professional for Cox Automotive Operations in the United States. The role influences cross-functional teams, resolves complex issues, and drives quality, training, and business process development.

It acts as the escalation point for matters beyond frontline scope and partners with vendors to ensure policy-aligned resolutions. The ideal candidate has 3–5 years in operations/compliance/fraud investigation, strong analytical skills, and experience

Qualifications

• Strong analytical and critical thinking skills with the ability to identify patterns, assess risk, and recommend data-informed actions.
• Demonstrated ability to operate with autonomy and sound judgment in ambiguous or escalated situations.
• Strong written and verbal communication skills; ability to present findings and recommendations clearly to leadership.
• Proficiency in synthesizing data from multiple systems to develop operational insights and trend reporting.
• Experience with fraud investigation frameworks, compliance enforcement, or marketplace integrity operations is strongly preferred.
• Comfortable working cross-functionally with Product, Technology, and external vendor partners.

Responsibilities

• Serves as a primary subject matter expert for Central Dispatch systems, operational processes, client requirements, and business rules.
• Designates operational point of contact for elevated or complex client issues beyond frontline scope; coordinates resolutions.
• Investigates and supports resolution of fraud-related cases by analyzing behaviors and root causes; assesses risk.
• Monitors and tracks key operational metrics and KPIs; analyzes data to identify trends and performance gaps.
• Identifies opportunities to improve operational efficiency, reduces risk, and enhances client and team member experience.
• Leads or contributes to the design, documentation, and maintenance of operational workflows, SOPs, and best practices.
• Partners with Product, Technology, and Marketplace Integrity teams for go-live readiness and tool updates.
• Conducts quality assessments to identify process gaps and training needs; informs coaching and performance management.
• Develops and delivers onboarding and ongoing training for internal and external partners.
• Tests system enhancements and process updates by executing scenarios prior to go-live.
• Builds relationships with cross-functional partners and represents Central Dispatch in discussions.
• Provides backup coverage for departmental functions during critical absences or escalations.

Skills

Analytical thinking

Cross-functional coordination

Communication skills

Autonomy

Vendor management

Problem solving

Education

Associate’s degree

Bachelor’s degree preferred

Job description

Cox Enterprises is seeking a senior operations professional for Cox Automotive Operations in the United States. The role influences cross-functional teams, resolves complex issues, and drives quality, training, and business process development.

It acts as the escalation point for matters beyond frontline scope and partners with vendors to ensure policy-aligned resolutions. The ideal candidate has 3–5 years in operations/compliance/fraud investigation, strong analytical skills, and experience