Senior Manager, Operations & Maintenance Support

You are not just supporting the field. You are building the operating systems that keep Whistle running. Position Summary The Senior Manager, Operations & Maintenance Support leads the systems, processes, training, and field support that improve operating consistency, equipment readiness, and execution across Whistle Express. This hands-on leader works directly with operators, maintenance leaders, technicians, warehouses, platform owners, and vendors to diagnose gaps, build practical solutions, and strengthen the connection between field needs and enterprise support. At this level, success is measured by whether priorities have clear ownership, solutions work in real operating conditions, platforms and processes are adopted, and improvements are sustained. The Senior Manager leads the support team while remaining directly involved in field visits, problem diagnosis, process design, Woven testing, maintenance training, Project Anchor, and implementation. What You’ll Do Hands-On Leadership & Field Support Lead Operations & Maintenance Support priorities, work allocation, project sequencing, team expectations, and performance management. Maintain visibility into active work, owners, decisions, risks, dependencies, next steps, and expected field impact. Work directly with the team to diagnose problems, build solutions, remove roadblocks, and complete priority deliverables. Spend time at sites, in markets, with maintenance teams, and in warehouses to observe work and validate solutions. Convert recurring field issues into clear standards, workflows, training, platform changes, reporting, or vendor actions. Partner with field leaders on improvement efforts and confirm conditions improve after support is provided. Work Orders, Preventive Maintenance & Equipment Readiness Own the support model for work-order quality, prioritization, routing, assignment, approvals, documentation, status accuracy, evidence, and closure. Partner with Operations and Maintenance to reduce aged, duplicate, incomplete, incorrectly assigned, and unresolved work orders. Use work orders and downtime to identify recurring equipment issues, approval delays, parts constraints, vendor dependencies, training needs, and process gaps. Support preventive-maintenance schedules, assignments, completion requirements, exceptions, and escalation workflows. Ensure leaders can see open work, ownership, current status, next action, and operational risk. Woven, Systems & Platform Optimization Lead business-side development of Woven for Operations and Maintenance, including structured enhancement intake, prioritization, requirements, testing, and adoption. Translate field needs into workflows, permissions, data fields, notifications, business rules, reporting, integrations, and acceptance criteria. Improve work orders, preventive maintenance, audits, assets, inventory, approvals, reporting, MTTR, Azuga integration, vehicle workflows, and mobile usability. Test changes in demo, sandbox, pilot, or limited-release environments using real field scenarios before enterprise deployment. Maintain an enhancement register showing what is planned, in progress, blocked, delivered, or not being pursued. Partner with IT, Finance, Procurement, Fleet, and vendors to improve integrations, data integrity, ownership, and sources of truth. Reduce reliance on spreadsheets, emails, calls, and texts by moving appropriate workflows and visibility into Woven. Maintenance Training & Field Readiness Serve as the Operations & Maintenance Support subject-matter lead for maintenance training developed with Learning & Development. Define what technicians must know, demonstrate, perform independently, complete with support, and escalate. Use work orders, downtime, audits, recurring failures, equipment changes, and field observations to identify training priorities. Provide equipment examples, photos, manuals, scenarios, troubleshooting steps, and decision points for learning materials. Review courses, SO…

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