Senior Manager Operations II - FleetCare

Job Seekers can review the Job Applicant Privacy Policy by clicking here . Job Description : Summary The Senior Manager II - FleetCare Operations is responsible for leading the daily operational performance, customer support execution, vendor management, and maintenance coordination functions within FleetCare. This role provides strategic and operational leadership to a team of 10-15 FleetCare Coordinators. This position oversees daily workflow management, including approval of purchase orders and repair estimates, monitoring overdue maintenance events, evaluating vendor performance and warranty opportunities, and ensuring accurate reporting and case management through Salesforce, Power BI, and SharePoint. The role partnes closely with Sales, Maintenance, Operations, and Customer stakeholders to support existing and new business opportunities, improve fleet availability, and strengthen customer relationships. This REMOTE operations role reports through the Ryder Contact Center Organization in Alpharetta GA. Schedule: Monday - Friday, 1st shift Remote Bonus eligible * Could get after hour activity Essential Functions Operations Management: Responsible for the oversight of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval. Performs complex strategic Labor Planning by evaluating incoming work and allocating resources, balancing shift schedules, establishing operating hours, and level loading workload to maximize efficiency and productivity. Responsible for optimizing labor at the shop, and ensuring the optimal mix of straight time, O/T and Outside Repair. Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hours. Oversee the execution of the Workflow Management process Labor Management: Provides leadership, training, development and oversight to a self-directed management team assigned to the branch (es) to include the Operations Manager, Operations Supervisors, Technicians in Charge, Customer Service Coordinators and Technicians. Responsible for Performance Management of all assigned personnel. Responsible for successful development and execution of the Technical Training Plan in coordination with the Field Training Team. Ensure TOPS plan is prioritized based upon Breakdown, Rework and Running Cost trends. Evaluates and makes recommendations for future staffing based on changes to the business environment. Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning Customer Management: Directly responsible for customer relationship management to include issue resolutions, customer satisfaction, and retention, as well as ensuring uptime. Responsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds Delivered in Time Promised objectives based upon customer requirements. Oversight to ensure successful execution of the Customer Communication Protocol. Partner with the Sales Team to ensure proper scoping of prospective new business opportunities and identify opportunities for growth within existing customer base. Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service. Conduct customer visits and Annual Reviews as required by the Customer Care Plan. Responsible for Customer Retention and Maintenance CSI through optimal execution of the Maintenance Promise. Financial Management: Develop and manage budgets as well as implementing cost control measures related to maintenance operations budget and location P&L statement to meet short- and long-term financial goals. Directly responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial targets. Responsible for the optimization of net maintenance cost per unit. Work with vend…

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