Sr. Manager, Vended Repair - OSC

Sr. Manager, Vended Repair

Amerit Fleet Solutions is a leading provider of fleet maintenance and repair services across the United States. Backed by New Mountain Capital, Amerit is rapidly expanding through both acquisitions and organic growth. We deliver industry-leading service, scale, and innovation to keep America's fleets moving.

The Sr. Manager, Vended Repair is responsible for leading the execution of all vended repair services within the Operations Support Center (OSC), ensuring consistent, high-quality delivery against contractual SLAs. This role owns the end-to-end coordination of repair events performed by the vendor network, with accountability for service quality, speed, and cost control.

This leader will manage a team responsible for supporting all vended repair customers, driving operational efficiency, and ensuring seamless execution from intake through completion. Reporting to the Director, Operations Support Center, this role is central to delivering reliable repair outcomes while partnering closely with Vendor Management and IT to scale and optimize performance.

Compensation: Competitive Salary Pay - Paid weekly, every Friday!

The benefits of belonging – what's in it for you?

• Full benefits within 30 days
• Medical, dental, vision, prescription drug coverage, life insurance, disability insurance
• 401(k) match program
• Unlimited vacation, holidays, and sick time
• Commitment to your safety through boot and prescription safety glasses reimbursement
• Career and learning development with an extensive training program through our Amerit University
• Employee referral program, up to $500 bonus
• ASE certification program with fee reimbursement and bonus
• Employee recognition platform that includes opportunities to redeem points for merchandise
• Employee Assistance Program (EAP)
• 24/7 nurse triage line
• Employee discounts on cell phone service and entertainment tickets
• Employee resource groups (ERGs) that foster inclusion

Essential Duties & Responsibilities

• Lead end-to-end execution of vended repair services, ensuring adherence to SLAs and customer expectations
• Manage and develop a team responsible for supporting all vended repair customers, including intake, coordination, and resolution
• Own SLA performance across all vended repair activity, including cycle time, service quality, and customer satisfaction
• Drive operational execution to ensure efficient vendor assignment, repair progression, and timely completion of work
• Own customer inputs and outputs for vended repair events, ensuring accuracy, communication, and execution quality
• Establish and optimize processes to improve team efficiency, throughput, and consistency of service delivery
• Act as the subject matter expert (SME) for vended repair workflows, including documentation, standard operating procedures, and delegation frameworks
• Create and manage SLA frameworks and reporting for vendor and partner performance within vended repair services
• Partner with Vendor Management to support vendor qualification, onboarding, and performance improvement for repair services
• Collaborate with IT to define system requirements, enhancements, and automation opportunities; serve as the SME for vended repair technology
• Build and maintain reporting and dashboards to track performance, identify gaps, and drive accountability
• Identify and eliminate operational bottlenecks, inefficiencies, and failure points across the repair lifecycle
• Ensure alignment with broader OSC strategy and operational standards

Key Competencies and Minimum Education

Key Behaviors

• Execution-focused – drives consistent, high-quality outcomes in a fast-moving, SLA-driven environment
• Ownership mentality – fully accountable for repair performance and customer outcomes
• Process-driven operator – builds scalable, repeatable workflows for efficient execution
• Detail-oriented – ensures accuracy across inputs, outputs, and repair coordination
• Data-driven – uses metrics and reporting to manage performance and drive improvements
• Team builder – develops strong operators and enforces accountability across the team
• Cross-functional collaborator – works effectively with Vendor Management, IT, and Operations
• Continuous improver – proactively identifies opportunities to improve speed, cost, and quality

Logistics

• Location: Charlotte, NC (onsite, required)
• Travel: Limited to moderate (up to 15%) based on business needs
• Reports to: Director, Operations Support Center
• Team: Frontline agents, coordinators, and supervisors supporting vended repair operations
• Scope: Vended repair services across North America

Qualifications

• 7+ years of experience in operations, service delivery, dispatch, or repair coordination roles
• 3+ years of leadership experience managing teams in a service or support environment
• Proven experience managing vended services, repair operations, or vendor-driven service delivery
• Strong background in SLA-driven environments with accountability for performance metrics
• Experience coordinating multi-step service workflows involving external vendors
• Demonstrated ability to build and optimize processes for efficiency and scalability
• Experience working cross-functionally with vendor management and technology teams
• Strong analytical skills with experience using operational data to drive decisions
• Experience with dispatch, ticketing, or service management systems and reporting tools
• Excellent communication, leadership, and problem-solving skills

Working Conditions

INDHB