Operations Management Manager, Central Dispatch

Job not on LinkedIn

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🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $92.3k - $153.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🚘 Automotive

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Automotive • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

📋 Description

• Provide operations management support across broad areas of Central Dispatch • Serve as project manager for critical and complex initiatives • Research and analyze business problems spanning multiple functions, technologies, and service providers • Develop plans, solution models, and recommendations to improve operational effectiveness and efficiency • Gather and document requirements, develop project plans and costs, identify milestones, estimate resources, facilitate teams, manage change, and report progress • Analyze business processes and recommend process and systems changes for tactical and strategic needs • Own relationships with critical BPO partners and ensure performance, governance, and alignment with Central Dispatch standards • Manage third-party partner performance, KPIs, contractual targets, performance improvement plans, corrective actions, and escalations • Lead weekly, monthly, and quarterly vendor operations and business reviews • Oversee vendor staffing models, forecasting, capacity planning, surge response, training, onboarding, knowledge bases, and quality calibration • Maintain escalation procedures, vendor risk registers, business continuity plans, and disaster recovery plans • Serve as business owner of the contact center platform and call-routing strategy • Define business requirements for call flows and routing logic; coordinate changes, prioritization, testing, and rollback plans • Monitor routing and platform performance, escalate incidents, and direct emergency routing during outages or site closures • Review user access and confirm call-recording retention and PII handling meet business requirements • Develop operational metrics, scorecards, and recurring performance reports • Analyze data to identify trends, root causes, and performance gaps, and communicate recommendations to business leaders • Maintain accurate procedures and SLAs across teams and vendor partners • Identify, prioritize, and manage continuous improvement efforts • Lead large-scale vendor transitions from planning through wind-down • Build relationships with vendor leadership and cross-functional organizational leaders • Maintain operational procedures, reports, runbooks, process maps, vendor contacts, and key commitments • Support onboarding and cross-training and eliminate single points of failure

🎯 Requirements

• Must live in the Atlanta, Georgia area or Phoenix, Arizona area • BA/BS degree and 6 years of work-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 preferred • Experience with Lean Daily Management (LDM) preferred • 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 • Strong written and verbal communication skills, with ability to present findings and recommendations clearly to senior leaders • Must clear a pre-employment drug test • Must be currently 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

🏖️ Benefits

• Flexible vacation with pay • Seven paid holidays annually • Up to 160 hours of paid wellness annually for employee or family members • Bereavement leave • Time off to vote • Jury duty leave • Volunteer time off • Military leave • Parental leave • Health care insurance (medical, dental, vision) • Retirement planning (401(k)) • Paid sick leave • Flexible vacation/wellness days and/or PTO • Equal Employment Opportunity and reasonable accommodations

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