Senior Manager Operations I

About the role

The Senior Ops Manager oversees operations and personnel for locations with approximately 465 truck units. Direct reports include Operations Managers, Technicians-In-Charge, and/or Customer Service Coordinators, as well as Technicians, Service Employees, and/or a Parts Responsible Person.

Responsibilities

• Oversee work analysis, vehicle planning and scheduling, and scheduling and assigning work to technicians.
• Optimize labor at the shop, ensuring the optimal mix of straight time, O/T, and Outside Repair.
• Optimize shift patterns to match supply of qualified tech hours versus equipment availability based on customer operating hours.
• Execute the Workflow Management process.
• Provide leadership, training, and development to a management team.
• Evaluate and recommend future staffing based on changes in the business environment.
• Recruit, hire, on-board, and manage payroll for assigned personnel.
• Evaluate and make recommendations for future staffing based on changes in the business environment.
• Ensure TOPS plan prioritization based on breakdown, rework, and running cost trends.
• Oversight customer relationship management, including issue resolution, customer satisfaction, and retention.
• Optimize vehicle maintenance cycle time and ensure shop meets or exceeds Delivered in Time Promised objectives based on customer requirements.
• Partner with the Sales Team to ensure proper scoping of new business opportunities and growth within existing customer base.
• Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan.
• Conduct customer visits and Annual Reviews as required by the Customer Care Plan.
• Directly involved in strategic financial planning by developing budgetary forecasts and implementing cost control measures.
• Execute Maintenance Initiatives to attain or exceed specified financial targets.
• Create and maintain professional relationships within all levels of the organization.
• Perform other duties as assigned.

Requirements

• H.S. diploma/GED required.
• Four (4) years or more experience in an operations environment or demonstrated success in a Ryder role.
• Three (3) years or more supervisory experience.
• Exposure to working with strategic labor, financial, operating, quality, safety, and asset processes as well as related metrics.

Qualifications

• Strong sense of personal accountability and a proven track record of achieving desired results.
• Strong verbal and written communication skills.
• Demonstrated commitment to a safe work environment, quality execution, and customer service as evidenced by previous experience and performance track record.
• Ability to build strong customer relationships.
• Demonstrated customer service focus, work flow analysis, and management skills.
• Solves complex operational problems with assistance.
• Resolves critical customer issues with minimal assistance.
• Able to lead, train, and develop a self-directed workforce, including effective delegation skills and ability to manage assigned responsibilities.
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
• Ability to work independently and as a member of a team.
• Flexibility to operate and self-driven to excel in a fast-paced environment.
• Capable of multi-tasking, highly organized, with excellent time management skills.
• Detail oriented with excellent follow-up practices.
• Maintenance and Technical experience in a shop environment preferred.
• Experience using Microsoft Word and Excel (intermediate preferred).
• Experience with Fleet Management Software preferred.

Skills

• Strong sense of personal accountability and a proven track record of achieving desired results.
• Strong verbal and written communication skills.
• Ability to work with reporting systems to pull data for analysis and decision making (preferred).
• Demonstrated commitment to a safe work environment, quality execution, and customer service as evidenced by previous experience and performance track record.
• Ability to build strong customer relationships.
• Demonstrated customer service focus, work flow analysis, and management skills.
• Solves complex operational problems with assistance.
• Resolves critical customer issues with minimal assistance.
• Able to lead, train, and develop a self-directed workforce, including effective delegation skills and ability to manage assigned responsibilities.
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
• Ability to work independently and as a member of a team.
• Flexibility to operate and self-driven to excel in a fast-paced environment.
• Capable of multi-tasking, highly organized, with excellent time management skills.
• Detail oriented with excellent follow-up practices.
• Maintenance and Technical experience in a shop environment preferred.
• Experience using Microsoft Word and Excel (intermediate preferred).
• Experience with Fleet Management Software preferred.

Benefits

• Comprehensive health and welfare benefits, including medical, prescription, dental, vision, 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

• Minimum Pay Range: $82,000
• Maximum Pay Range: $82,000

Schedule

• Travel: 1-10%