Operations Management Manager, Central Dispatch

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Provide comprehensive operations management support across various areas of Central Dispatch.

• Act as the project manager for significant and intricate initiatives.

• Conduct research and analysis on business challenges that encompass multiple functions, technologies, and service providers.

• Create plans, solution models, and recommendations aimed at enhancing operational effectiveness and efficiency.

• Collect and document requirements, formulate project plans and budgets, identify milestones, estimate resources, facilitate teams, manage change, and report on progress.

• Evaluate business processes and propose changes to processes and systems to meet tactical and strategic needs.

• Manage relationships with key BPO partners, ensuring performance, governance, and alignment with Central Dispatch standards.

• Oversee third-party partner performance, KPIs, contractual targets, performance improvement plans, corrective actions, and escalations.

• Lead weekly, monthly, and quarterly vendor operations and business reviews.

• Supervise vendor staffing models, forecasting, capacity planning, surge responses, training, onboarding, knowledge bases, and quality calibration.

• Maintain escalation procedures, vendor risk registers, business continuity plans, and disaster recovery strategies.

• Serve as the 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 strategies.

• Monitor routing and platform performance, escalate incidents, and direct emergency routing during outages or site closures.

• Review user access and ensure call-recording retention and PII handling meet business requirements.

• Develop operational metrics, scorecards, and regular performance reports.

• Analyze data to identify trends, root causes, and performance gaps, and communicate recommendations to business leaders.

• Ensure accurate procedures and SLAs are maintained across teams and vendor partners.

• Identify, prioritize, and manage continuous improvement initiatives.

• Lead large-scale vendor transitions from planning through to completion.

• Cultivate 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 efforts to eliminate single points of failure.

⛳️ Requirements

• Candidates must reside in the Atlanta, Georgia area or Phoenix, Arizona area.

• A BA/BS degree and 6 years of relevant work experience, or an equivalent combination of education and work experience.

• At least 6 years of experience in operations management, vendor or BPO management, or contact center operations.

• Proven experience in managing third-party vendor performance and SLAs.

• Demonstrated ability to lead complex, cross-functional initiatives from requirements gathering through delivery.

• Proven track record of driving continuous improvement initiatives that significantly enhance operational performance, client satisfaction, and client retention.

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

• Preferred experience as a business owner or key stakeholder of a contact center platform and IVR routing.

• Experience with Lean Daily Management (LDM) is preferred.

• Familiarity with contact center metrics, workforce management, and quality assurance practices.

• Proficient in collecting and analyzing operational data, presenting trends and metrics using Excel and reporting tools.

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

• Must successfully pass a pre-employment drug test.

• Must be authorized to work in the United States for any employer without current or future sponsorship.

• No OPT, CPT, STEM/OPT, or visa sponsorship available now or in the future.

🏝️ Benefits

• Flexible vacation with pay.

• Seven paid holidays each year.

• Up to 160 hours of paid wellness annually for employees or their 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.

• Commitment to Equal Employment Opportunity and reasonable accommodations.