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.
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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
