Senior Operations Manager - Fleet Services

Shop Location - Phoenix, AZ

About the Role

The Senior Manager Operations II manages the operations and personnel for approximately 900+ equivalent truck units comprised of one or more locations. This position ensures business objectives and labor requirements are met through effective delegation and team management. The role balances customer needs with financial targets and oversees location performance against comprehensive metrics, compliance with company processes, and adherence to Ryder Maintenance Operations policies and procedures. This may also serve as a development position for Maintenance Manager or Manager of Quality Assurance roles.

Responsibilities

• Operations Management: Oversee work analysis, vehicle planning and scheduling, technician assignments, productivity tracking, shift and shop meetings, and RO review/approval. Perform strategic labor planning, optimize labor mix (straight time, overtime, outside repair), and adjust shift patterns to match workload and equipment availability. Oversee Workflow Management process execution.
• Labor Management: Lead, train, and develop a self-directed management team (Operations Managers, Supervisors, Technicians-In-Charge, Customer Service Coordinators, Technicians). Manage performance, execute Technical Training Plans, prioritize TOPS plans, evaluate staffing needs, and handle recruiting, hiring, onboarding, payroll, and succession planning.
• Customer Management: Manage customer relationships, resolve issues, ensure satisfaction and retention, and optimize vehicle maintenance cycle time. Ensure shops meet Delivered in Time Promised objectives, execute Customer Communication Protocol, collaborate with Sales on new business scoping and growth opportunities, conduct customer visits and Annual Reviews, and drive Customer Retention and Maintenance CSI.
• Financial Management: Develop and manage budgets, implement cost controls, and meet financial goals. Execute Maintenance Initiatives to achieve financial targets, optimize net maintenance cost per unit, work with vendor sourcing, ensure invoice accuracy, manage payroll and purchase order approvals, oversee fuel reconciliation, execute customer bill-back processes, and maximize warranty recovery.
• Asset Management: Direct team to maintain shop appearance and 6S standards. Execute Asset Management initiatives, prepare Capital Expenditure business cases, approve tooling/equipment needs, manage vehicle specifications and in-service/out-service processes, provide input during asset management reviews, ensure vehicle specifications in SAM, and oversee Parts Inventory management.
• Quality Management: Develop corrective actions for operational quality issues, oversee Quality Inspections of PM/repairs and In Process Reviews. Ensure proper root cause diagnosis, optimize parts/components yield, manage Mandatory Compliance items, lead breakdown root cause analysis, implement Corrective Action plans, and maintain documentation for regulatory/customer requirements. Ensure workplace safety, cleanliness, and compliance with Safety/EPA regulations.
• Perform other duties as assigned.

Requirements

• H.S. Diploma/GED (Required)
• Associate's or Bachelor's degree (Preferred)
• 3+ years of supervisory experience (Required)
• 4+ years of experience in an operations environment or demonstrated success in a Ryder role (Required)
• Intermediate experience with Microsoft Word and Excel (Preferred)
• Experience with Fleet management Software (Preferred)
• Experience with strategic labor, financial, operating, quality, safety, and asset processes/metrics (Required)
• Maintenance and Technical experience in a shop environment (Preferred)
• Travel: 1-10%

Skills

• Ability to optimize execution of complex strategic labor, financial, quality, operating, safety, and asset processes/metrics (Required)
• Strong sense of personal accountability and proven track record of achieving results (Required)
• Strong verbal and written communication skills (Required)
• Ability to work with reporting systems for data analysis and decision-making (Preferred)
• Demonstrated commitment to safety, quality execution, and customer service (Required)
• Ability to build strong customer relationships and maintain customer service focus (Required)
• Demonstrated workflow analysis and management skills (Required)
• Problem-solving skills and ability to independently resolve complex operational issues (Required)
• Ability to proactively resolve critical customer issues (Required)
• Leadership, training, and development of a self-directed management workforce (Required)
• Ability to create/maintain professional relationships at all organizational levels (Required)
• Ability to work independently and as part of a team (Required)
• Flexibility to operate in a fast-paced environment (Required)
• Multi-tasking, organization, and time management skills (Required)
• Detail-oriented with excellent follow-up practices (Required)

Benefits

• Comprehensive health and welfare benefits (medical, prescription, dental, vision, life insurance, disability insurance)
• Paid time off (vacation, illness, bereavement, family/parental leave)
• Tax-advantaged 401(k) retirement savings plan with employer match
• Discount on shares

Pay

Salary is determined based on internal equity, market data, applicant’s skills, prior relevant experience, degrees, or certifications.