Senior Manager Operations I

Job Description The Senior Ops Manager manages the operations and personnel for locations with approximately 465 truck units comprised of one or more locations. Roles including Operations Managers, Technicians‑In‑Charge, and/or Customer Service Coordinators, as well as Technicians, Service Employees and/or a Parts Responsible Person report to you and are there to support the needs of the assigned location. The Senior Operations Manager must be able to accomplish results through the effective delegation of work and responsibilities, thus ensuring business objectives and labor requirements are met. Senior Ops Managers are responsible for ensuring that financial requirements are being met while balancing the needs of the customers against the requirements of the business. This position is responsible for the management of location(s) performance against comprehensive metrics to meet and/or exceed assigned objectives. This position is also responsible for ensuring that the location is in compliance with and properly executing all key company processes, Standard Operating Procedures and Standard Repair Practices. As with all Ryder FMS Shop positions, the Senior Ops Manager is responsible for adhering to all Ryder Maintenance Operations policies and procedures. This may also be a development position to prepare incumbents for the Senior Operations Manager II, Field Operations Manager, or Quality Assurance Manager roles. Position / Shop Location Winston Salem, NC 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. Directly involved in 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 and development to a management team assigned to the branch(es) to include the Operations Manager, Operations Supervisors, Technicians In Charge and Customer Service Coordinators. 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. Financial Management: Directly involved in strategic financial planning by developing budgetary forecasts and 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. Work with vendor sourcing group to identify potential and preferred vendors for specific facilities and vehicle maintenance services. Responsible for ensuring accuracy of third party invoices and the quality of worked outsourced to vendors. Oversight and exception management of Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation. Responsible for the successful execution of the customer bill back process to include identification, review and approval of bill back opportunities. Responsible for ensuring proper documentation and explanation/reporting of re-billable activity. Responsible for the successful execution of the Warranty process and maximizing warranty recovery. Ensure data integrity in the Shop Management Online system. Asset Management: Directs his/her management team in order to maintain the appearance and maintenance of assigned locations, including sustaining 6S standards throughout the shop. Prioritize and approve shop tooling and equipment requirements based on needs and scope. Management and oversight of vehicle specifications and vehicle in-service/out-service process. Provide expert insight during business unit asset management review. Ensure all vehicles have required specifications in SAM. Oversight of Parts Inventory management, policies and procedures. Quality Management: Involved in strategic quality planning by developing corrective action and counter measures to operational quality issues. Oversight of Quality Inspection of PM & repairs, including In Process Reviews of non-PM work. Maintain control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized. Lead breakdown root cause analysis process, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance Center. Develop and ensure implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programs. Responsible for ensuring a safe workplace and providing guidance for all safety efforts and initiatives. Ensure Cleanliness and quality of repair for all maintained vehicles. Accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirements. Comply with Safety and EPA regulations and requirements. Additional Responsibilities Performs other duties as assigned. Skills and Abilities 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, workflow analysis and management skills. Demonstrates problem‑solving 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. Exposure to working with strategic labor, financial, operating, quality, safety and asset processes as well as related metrics required. Maintenance and technical experience in a shop environment preferred. Experience using Microsoft Word and Excel – intermediate preferred. Experience with Fleet Management Software preferred. Qualifications H.S. diploma/GED required. Associate's degree preferred. Four (4) years or more experience in an operations environment or demonstrated success in a Ryder role (required). Three (3) years or more supervisory experience (required). Exposure to working with strategic labor, financial, operating, quality, safety and asset processes as well as related metrics (required). Travel 1–10% Safety Sensitive Non‑Regulated Tech DOT Regulated No Job Category Maintenance Our Culture & Commitment At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety. Your Voice. Your Success. The Future We Build Together. Compensation Information Pay Type: Salaried Minimum Pay Range: $82,000 Maximum Pay Range: $82,000 Benefits Information For all Full‑time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax‑advantaged 401(k) retirement savings plan. Equal Opportunity Employer Ryder is proud to be an Equal Opportunity Employer and drug‑free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability. #J-18808-Ljbffr Ryder System, Inc.