Manager Operations, Major Account Fulfillment

About the role

The Manager Operations is responsible for managing prioritization, responsiveness, and fulfillment of key customer functions relating to the legalization of customer fleets. This includes working directly and routinely with the customer and FA Operations team members on transactional activities in the following areas: base state registrations and renewals, fuel & mileage tax reporting, IRP plating, permits, ad hoc tasks, and related title projects and audits.

Responsibilities

• Prioritize and direct the work activities, responsiveness, and execution of intradepartmental personnel to ensure consistent service delivery and customer satisfaction.
• Routinely communicate with assigned customers on their transactional fulfillment, ongoing projects, and strategic initiatives.
• Prepare for and lead routine customer calls and communications, providing detailed updates as required on both tactical and strategic asks.
• Lead development and implementation of Best Practices to drive continuous improvement processes in support of specific customers.
• Ensure the successful attainment of quality outcomes for clients in accordance with SLAs.
• Mentor, foster, and enforce a customer-centric approach to task prioritization.
• Work closely with State Specialists, IRP/Permits Specialists, Fuel & Mileage Specialists, Title Clerks, and other Vehicle Operations team members to accomplish all required tasks.
• Create a culture of effective change to encourage ideas and creative problem-solving.
• Proactively identify and address customer concerns and opportunities.
• Serve as primary point of escalation for assigned Vehicle customers. Resolve invoice issues for the client by validating work performed.
• Schedule, prepare and deliver Quarterly Business Reviews/Annual Business Reviews with the customer.
• Train customers on use of RoadReady CRM.

Requirements

• High School diploma or equivalent required.
• Bachelor’s Degree preferred.
• Minimum of 5 years proven operations experience.
• Minimum of 5 years of progressively responsible management experience.
• Fleet management experience within the 48 contiguous U.S. states preferred.
• Experience with fuel & mileage, IRP, and permits preferred.

Qualifications

• High School diploma or equivalent required.
• Bachelor’s Degree preferred.
• Minimum of 5 years proven operations experience.
• Minimum of 5 years of progressively responsible management experience.
• Fleet management experience within the 48 contiguous U.S. states preferred.
• Experience with fuel & mileage, IRP, and permits preferred.

Skills

• Customer-first mindset.
• Excellent analytical and problem-solving skills.
• Demonstrated process improvement ability.
• Strong communication and presentation skills.
• Ability to manage multiple projects and tasks.
• Proven strength in building relationships and influencing others.
• Technical and business management acumen.
• Proactive and creative in resolving challenging business problems.

Benefits

• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match.
• Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO).
• 9 paid company holidays.
• Access to tech and growth opportunities.
• Leverage leaders who want you to succeed!