24/7 Transportation Support Services Operations Leader

Penske; Reading (Berks County); On-site; USD 95,000 - 125,000; Full time

Job summary

Penske Logistics LLC is seeking a Manager of Transportation Support Services to lead a 24/7 operations center in Reading, PA. The role oversees staffing, performance metrics, and financial controls while driving continuous improvement and talent development across a large team of associates and supervisors.

The position requires strong leadership, communication, and analytical skills, with travel as needed.

Qualifications

• Bachelor's degree preferred; equivalent experience accepted in lieu of degree.
• Minimum 5 years of experience with progressive responsibility in a call center, logistics, transportation, production, manufacturing, or similar environment.
• Experience within large teams and multiple levels of leadership.
• Logistics, fleet management, transportation, or customer service experience preferred.
• Advanced computer proficiency to include reporting and workforce management systems.
• Outstanding communication, presentation, and relationship-building skills.
• Strong analytical thinking and problem-solving abilities.
• Ability to balance short-term operational demands with long-term organizational initiatives.
• Ability to influence stakeholders across multiple departments and organizational levels.
• Regular, predictable, full attendance is an essential function of the job

Responsibilities

• Provide day-to-day leadership and direction for the TSS operations within a 24/7, 365-day contact center environment.
• Manage daily workflow, staffing levels, productivity, service levels, schedule adherence
• and customer response metrics to ensure operational objectives are achieved.
• Build and maintain effective working relationships with customers and operational partners to ensure service expectations are met.
• Serve as the escalation point for complex customer concerns, operational disruptions, and service recovery situations.
• Identify and implement process improvements that enhance service delivery, associate effectiveness, and productivity.
• Prepare and present operational performance updates, trends, and recommendations to department leadership
• Communicate effectively across all levels of the organization, inspire engagement, reinforce departmental priorities, and serve as a role model for service excellence and leadership.
• Manage departmental staffing plans and operating expenses while ensuring accurate customer billing and adherence to established financial controls.
• Ensure accurate internal cost allocations and financial controls.
• Lead recruiting, hiring, onboarding, coaching, performance management, succession planning, and associate development.
• Drive employee engagement, retention, and leadership development initiatives.
• Foster a culture focused on safety, accountability, customer service, teamwork, and continuous improvement.
• Other projects and tasks as assigned.

Skills

Leadership

Communication

Analytical Thinking

Problem Solving

Forecasting

Budgeting

Staff Scheduling

Collaboration

Education

Bachelor's degree

Tools

Workforce management systems

Reporting tools

MS Office / Excel

Job description

Penske Logistics LLC is seeking a Manager of Transportation Support Services to lead a 24/7 operations center in Reading, PA. The role oversees staffing, performance metrics, and financial controls while driving continuous improvement and talent development across a large team of associates and supervisors.

The position requires strong leadership, communication, and analytical skills, with travel as needed.