Operations Management Manager, Central Dispatch, Cox Automotive

Must live in Atlanta, GA area or Phoenix, AZ area. Operations Management Manager, Central Dispatch, Cox Automotive 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 qualit…

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