Supervisor, Operations Management (Central Dispatch)

Cox CommunicationsPhoenix, Arizona

$81,400 - $122,000 / year

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Hybrid remote

Compensation

$81,400-$122,000/year

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

Company

Cox Automotive- USA

Job Family Group

Business Operations

Job Profile

Supervisor, Operations Management

Management Level

Supervisor

Flexible Work Option

Hybrid- Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary in the range of $81,400.00 - $122,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Supervisor, Operations Management – Fraud Resolution & Compliance is responsible for leading the day-to-day performance and operational execution of a team of frontline specialists within Central Dispatch Operations.

This role oversees fraud investigation, compliance enforcement, account remediation, and appeals adjudication while ensuring consistent service quality. The Supervisor partners closely with the Operations Manager to drive team performance, manage workload allocation, and support continuous improvement initiatives.

Key Responsibilities

Team Leadership & Supervision

Lead and supervise a team of frontline specialists, providing daily guidance and performance oversight
Allocate workload based on volume, complexity, and team capability
Adjust staffing and scheduling to meet service level expectations
Act as escalation point for complex or sensitive cases

Performance Management & Coaching

Monitor performance against KPIs and quality metrics
Deliver coaching, feedback, and development plans
Identify performance gaps and implement corrective actions
Document coaching activity in accordance with company policies

Operational Oversight & Quality

Ensure execution of fraud resolution and compliance processes
Review case outcomes and performance data to identify trends
Monitor workflows and identify efficiency opportunities
Partner with leadership to resolve systemic issues

Escalation Management

Provide decision support for high-risk or complex cases
Manage escalations from internal teams and customers
Ensure consistent application of escalation processes

Workload & Capacity Management

Balance reactive and proactive workflows
Monitor capacity and communicate risks to leadership
Support schedule coverage across queues

Training & Readiness

Support onboarding and training efforts
Ensure readiness for new tools, policies, and processes
Monitor skill development and address gaps

Cross-Functional Collaboration

Partner with Product, Technology, and business teams
Represent the team in operational discussions
Communicate performance updates to stakeholders

Compliance & Policy Oversight

Ensure adherence to company policies and procedures
Monitor enforcement consistency and documentation standards
Escalate compliance concerns as needed

Continuous Improvement

Identify inefficiencies and recommend improvements
Support execution of process enhancements
Optimize workflows and scheduling practices

Additional Duties

Perform other responsibilities as assigned

Minimum Qualifications

High school diploma/GED and 5 years in a related field.  The right candidate could also have a different combination, such as a bachelor’s degree and 3 years’ experience in a related field; a master’s degree and 1 year of experience; or a Ph.D. and up to 1 year of experience.
Demonstrated ability to lead a team effectively in a high-volume, fast-paced operational environment, including workload allocation, real-time performance monitoring, and proactive capacity management
Strong coaching and development skills, with the ability to deliver clear and constructive feedback
Ability to analyze workflow and performance data to identify trends, risks, and improvement opportunities
Sound judgment and decision-making ability in escalated or time-sensitive situations
Strong written and verbal communication skills
Ability to manage competing priorities across multiple work streams
Collaborative, cross-functional working style
Proficiency with standard office tools

Preferred Qualifications

Experience in logistics, marketplace, or transportation industry environments
Familiarity with fraud resolution frameworks, compliance enforcement processes, or marketplace integrity operations
Experience with case management, CRM, or workflow platforms

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.

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.

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/vetsApplicants 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.

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FAQs About Supervisor, Operations Management (Central Dispatch) Jobs at Cox Communications

What is the work location for this position at Cox Communications?

This job at Cox Communications is located in Phoenix, Arizona, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Cox Communications?

Candidates can expect a pay range of $81,400 and $122,000 per year.

What employment applies to this position at Cox Communications?

Cox Communications lists this role as a Full-time position.

What experience level is required for this role at Cox Communications?

Cox Communications is looking for a candidate with "Senior-level" experience level.

What benefits are offered by Cox Communications for this role?

Cox Communications offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Family/Dependent Health, Paid Holidays, Paid Vacation, Paid Sick Leave, Parental and Family Leave, Paid Community Service Time, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Cox Communications?

You can apply for this role at Cox Communications either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.