Senior Operations & Escalations Specialist

Cox Automotive Inc.; Phoenix (AZ); On-site; USD 33,000 - 50,000; Full time

Benefits offered by this job

Paid time off

Holiday pay

Bereavement leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive Inc. is seeking a senior operations contributor for the Central Dispatch function, based in Phoenix or Atlanta.

You will act as the escalation point for complex issues, drive process improvement, and partner with Product, Tech, and Marketplace Integrity to ensure readiness for new tools and policies. The role emphasizes independent judgment, data-driven decision making, and training delivery to both internal teams and external vendors, ensuring high-quality service delivery and

Qualifications

• Associate's degree required; bachelor's preferred.
• 3–5 years in operations, compliance, or fraud in tech/logistics/marketplace.
• Experience managing escalated cases with cross-functional teams.
• Experience creating SOPs and process documentation.
• Experience supporting go-live or UAT activities.
• Strong analytical thinking and risk assessment.
• Ability to operate autonomously in ambiguous situations.
• Excellent written and verbal communication.

Responsibilities

• Serve as SME for Central Dispatch systems and processes.
• Act as escalation point for complex client issues.
• Investigate fraud cases; assess risk; coordinate resolution.
• Monitor KPIs; analyze data; deliver actionable insights.
• Identify efficiency improvements; quantify impact.
• Design and maintain SOPs and workflows.
• Support go-live readiness with Product/Tech teams.
• Conduct quality assessments and training.
• Deliver onboarding and ongoing training for staff and vendors.
• Test system enhancements and new tools.
• Build cross-functional relationships and cover backups.
• Provide compliance-related operational support as needed.

Skills

Analytical thinking

Cross-functional coordination

Vendor collaboration

Communication skills

Autonomy in ambiguous situations

Education

Associate's degree

Bachelor's degree preferred

Tools

SOP creation tools

Job description

Cox Automotive Inc. is seeking a senior operations contributor for the Central Dispatch function, based in Phoenix or Atlanta.

You will act as the escalation point for complex issues, drive process improvement, and partner with Product, Tech, and Marketplace Integrity to ensure readiness for new tools and policies. The role emphasizes independent judgment, data-driven decision making, and training delivery to both internal teams and external vendors, ensuring high-quality service delivery and