Supervisor, Operations Management (Central Dispatch)

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 improvementsSupport 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 #J-18808-Ljbffr