Operations Management Manager, Central Dispatch, Cox Automotive

Company

• Cox Automotive - USA
• Job Family Group
• Business Operations

Job Profile

• Operations Management Manager
• Management Level
• Manager - Non People Leader
• Flexible Work Option
• Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 5% of the time

Work Shift

Day

Job Summary:

The Operations Management Manager provides Operations Management support across broad areas of Central Dispatch and serves as project manager for critical and complex initiatives. The role researches and analyzes business problems that span multiple functions, technologies, and service providers, then develops plans, solution models, and recommendations that improve operational effectiveness and efficiency.

The Manager gathers and documents requirements, develops project plans and costs, and leads cross-functional teams throughout the project lifecycle, including resource estimation, milestone identification, team facilitation, change management, and reporting. The role analyzes business processes from multiple aspects, including inputs, outputs, and user and client experience, and recommends process and systems changes that meet both near-term tactical and long-term strategic needs.

The Manager also owns Central Dispatch’s relationships with critical business process outsourcing (BPO) partners and is accountable for their performance, governance, and alignment to Central Dispatch standards. The role also influences client satisfaction and retention through the quality and performance of third-party partners. The role supports the organization’s transformation priorities and may be assigned special projects as appropriate.

PRIMARY DUTIES/KEY RESPONSIBILITES

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. Project Leadership & Transition Management

Serves as project manager for critical and complex initiatives. Gathers requirements, develops project plans and costs, identifies milestones and dependencies, leads cross-functional teams, and manages change and reporting. Leads large-scale vendor transitions from planning through wind down. Leads through influence across internal teams and third-party partners, without direct reporting authority.

8. Cross-Functional Collaboration & Stakeholder Liaison

Builds and maintains effective working relationships with vendor leadership and with cross-functional leaders across the organization. Is consulted on at-risk client intervention and interaction quality standards and defines clear handoffs where vendor work overlaps with internal teams.

9. Documentation & Knowledge Continuity

Documents and maintains operational procedures, recurring reports, runbooks, process maps, vendor contacts, and key commitments to ensure business continuity. Partners with the Learning & Development team, which maintains shared knowledge repositories, by providing subject matter input and approving content. Supports onboarding and cross-training efforts and eliminates single points of failure by ensuring critical system and vendor access is not dependent on a single individual.

Required Experience & Specialized Knowledge and skills

BA/BS degree and 6 years works related experience; or an equivalent combination of education and work related experience.

Minimum of 6 years of experience in operations management, vendor or BPO management, or contact center operations .

Demonstrated experience managing third party vendor performance and SLAs.

Demonstrated experience leading complex, cross-functional initiatives from requirements through delivery.

Demonstrated experience driving continuous improvement efforts that measurably improve operational performance, client satisfaction, and client retention.

Experience developing or maintaining procedures, SOPs, or best operational practices.

Experience as a business owner or key stakeholder of a contact center platform and IVR routing is preferred.

Experience with Lean Daily Management (LDM) is preferred

Knowledge, Skills & Abilities

Analytical Thinking: defines the issue, determines root cause, and systematically compares alternative solutions.

Business Acumen: understands how operational decisions affect cost, client experience, and business results, and articulates the implications to leadership.

Consulting: understands stakeholder objectives and scope, explains deliverables and costs, and keeps stakeholders informed on progress and issues.

Managing Multiple Priorities: balances day-to-day operational demands with project work and re-prioritizes with stakeholders as needed.

Project Administration and Management uses project tools for estimation, dependency tracking, status reporting, and cost-benefit analysis.

Working knowledge of contact center metrics, workforce management, and quality assurance practices.

Proficiency in collecting and analyzing operational data and presenting trends and metrics using Excel and reporting tools.

Collaborates with intent, communicates with consideration, develops trust, engages others, and focuses on execution.

Strong written and verbal communication skills, with the ability to present findings and recommendations clearly to senior leaders.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

EOE, including disability/vets

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.