Senior Manager Operations I

Winston Salem, NC | Bonus eligible

About the role

The Senior Ops Manager oversees operations and personnel for locations with approximately 465 truck units across one or more sites. This role manages Operations Managers, Technicians-In-Charge, Customer Service Coordinators, Technicians, Service Employees, and/or a Parts Responsible Person. The Senior Operations Manager ensures business objectives and labor requirements are met through effective delegation, financial management, and compliance with company processes, Standard Operating Procedures, and Standard Repair Practices. This position may also serve as a development role for advancement to Senior Operations Manager II, Field Operations Manager, or Quality Assurance Manager.

Responsibilities

• Operations Management:
  • Oversee work analysis, vehicle planning and scheduling, technician assignments, productivity tracking, shift and shop meetings, and RO review/approval.
  • Lead strategic labor planning, including evaluating incoming work, allocating resources, balancing shift schedules, establishing operating hours, and level-loading workload.
  • Optimize labor mix (straight time, overtime, outside repair) and shift patterns to match technician availability with equipment needs.
  • Oversee Workflow Management process execution.
• Labor Management:
  • Provide leadership, training, and development to management teams (Operations Managers, Supervisors, Technicians-In-Charge, Customer Service Coordinators).
  • Manage performance of all assigned personnel and execute the Technical Training Plan with the Field Training Team, prioritizing TOPS based on breakdown, rework, and running cost trends.
  • Evaluate and recommend staffing adjustments based on business environment changes.
  • Oversee recruiting, hiring, onboarding, payroll, and succession planning.
• Customer Management:
  • Manage customer relationships, issue resolution, satisfaction, retention, and uptime.
  • Optimize vehicle maintenance cycle time to meet or exceed "Delivered in Time Promised" objectives.
  • Ensure execution of the Customer Communication Protocol.
  • Partner with the Sales Team to scope new business opportunities and identify growth within existing accounts.
  • Collaborate on the service requirement section of the Customer Care Plan and conduct customer visits/Annual Reviews.
• Financial Management:
  • Develop budgetary forecasts and implement cost controls for maintenance operations and location P&L.
  • Execute Maintenance Initiatives to meet or exceed financial targets.
  • Work with vendor sourcing to identify preferred vendors; ensure accuracy of third-party invoices and quality of outsourced work.
  • Manage payroll, purchase order approval, invoice reconciliation, and fuel reconciliation.
  • Oversee the customer bill-back process, including identification, review, and approval of billable activities.
  • Maximize warranty recovery and ensure data integrity in the Shop Management Online system.
• Asset Management:
  • Maintain location appearance and 6S standards; prioritize and approve shop tooling/equipment needs.
  • Oversee vehicle specifications, in-service/out-service processes, and asset management reviews.
  • Ensure all vehicles meet specifications in SAM and manage Parts Inventory policies/procedures.
• Quality Management:
  • Develop corrective actions for operational quality issues and oversee PM/repair inspections, including In-Process Reviews.
  • Maintain visibility over shop floor activities to ensure proper root cause diagnosis and optimized parts yield.
  • Lead breakdown root cause analysis, implement corrective actions, and escalate issues to the Technical Assistance Center.
  • Develop and implement Quality Assurance Audit Corrective Action plans and Continuous Improvement programs.
  • Ensure a safe workplace, compliance with Safety/EPA regulations, and maintenance of required documentation.
  • Oversee vehicle cleanliness and repair quality.
• Perform other duties as assigned.

Skills

• Strong sense of personal accountability and a proven track record of achieving results.
• Excellent verbal and written communication skills.
• Ability to analyze data using reporting systems for decision-making (preferred).
• Commitment to safety, quality execution, and customer service.
• Strong customer relationship-building and service focus.
• Problem-solving skills; ability to resolve complex operational issues with minimal assistance.
• Leadership skills to train, develop, and manage a self-directed workforce, including effective delegation.
• Ability to build professional relationships across all organizational levels.
• Ability to work independently and collaboratively in a fast-paced environment.
• Highly organized with excellent time management, multitasking, and follow-up skills.
• Exposure to strategic labor, financial, operating, quality, safety, and asset processes/metrics.
• Maintenance and technical experience in a shop environment (preferred).
• Intermediate proficiency in Microsoft Word and Excel (preferred).
• Experience with Fleet Management Software (preferred).

Requirements

• High School diploma or GED (required); Associate’s degree (preferred).
• Four (4) or more years of experience in an operations environment or demonstrated success in a Ryder role (required).
• Three (3) or more years of supervisory experience (required).
• Exposure to strategic labor, financial, operating, quality, safety, and asset processes/metrics (required).
• Travel: 1-10%.

Benefits

Ryder offers comprehensive health and welfare benefits for full-time positions, including:

• Medical, prescription, dental, and vision insurance.
• Life insurance and disability insurance options.
• Paid time off for vacation, illness, bereavement, family, and parental leave.
• Tax-advantaged 401(k) retirement savings plan.

Pay

Salaried position with a pay range of $82,000 (minimum) to $82,000 (maximum). Eligible for annual bonus, commission, and/or long-term incentive plans based on role level/type.