Senior Operations Escalation Specialist

Cox Communications, Inc.; Phoenix (GA); On-site; USD 69,431,000 - 104,147,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Bereavement leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Communications, Inc. is seeking a senior operations professional based in Phoenix or Atlanta to act as an escalation point and SME for Central Dispatch systems and processes. The role emphasizes independent judgment, cross-functional collaboration, and driving operational improvements.

Responsibilities include managing complex client issues, supporting fraud investigations, and developing SOPs and training materials to enhance service quality across teams and vendor partners.

Qualifications

• Requires an associate degree or equivalent; bachelor’s preferred.
• 3–5 years in operations, compliance, fraud investigation, or related field.

Responsibilities

• Serve as SME for Central Dispatch systems, processes, and client requirements.
• Act as escalation point for complex issues; coordinate resolution with cross-functional teams.
• Investigate fraud-related cases; assess risk and recommend corrective actions.
• Monitor KPIs; analyze data to identify trends and performance gaps.
• Develop and maintain SOPs and best practices; support go-live readiness.

Skills

Cross-functional coordination

Data analysis

Analytical thinking

Communication skills

Fraud investigation

SOPs documentation

UAT readiness

Prioritization

Customer service

Office tools

Education

Associate degree or equivalent

Bachelor’s degree preferred

Tools

Case management software

Job description

Cox Communications, Inc. is seeking a senior operations professional based in Phoenix or Atlanta to act as an escalation point and SME for Central Dispatch systems and processes. The role emphasizes independent judgment, cross-functional collaboration, and driving operational improvements.

Responsibilities include managing complex client issues, supporting fraud investigations, and developing SOPs and training materials to enhance service quality across teams and vendor partners.