Operations Management Manager, Central Dispatch

About the role

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.

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.

Responsibilities

• Third Party Partner Performance Management
• Vendor Governance & Operations Oversight
• Contact Center Platform & IVR Business Ownership
• Performance Measurement & Reporting
• Procedure & SLA Accuracy
• Continuous Improvement
• Project Leadership & Transition Management
• Cross-Functional Collaboration & Stakeholder Liaison
• Documentation & Knowledge Continuity

Requirements

• 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.
• 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.
• 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.
• 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.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

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.