Senior Manager, Field Services & Vendor Performance

RaceTrac; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

RaceTrac seeks a Senior Manager of Field Services Support to lead a 24/7 facilities and maintenance support team, driving efficient, customer-focused operations. You will manage Field Services Support Leaders and Specialists, align priorities with business goals, and implement training programs.

You will oversee vendor relationships, monitor KPIs, and deliver data-driven improvements across call handling, logs, and invoices while ensuring compliance and cross-functional collaboration.

Qualifications

• Bachelor’s degree or higher in Business, IT, or related field preferred.
• 7+ years in a Help Desk environment or related field preferred.
• 5+ years in a managerial position preferred.
• Proven experience in Project/Program Management preferred.
• Proven experience in a change management role preferred.
• Proven ability to utilize metrics; able to produce quantifiable results for an organization preferred.
• Expert knowledge of Helpdesk Industry best practices preferred.
• C-Store or other retail experience preferred.
• Knowledge of PC, network, hardware, and software installation and configuration preferred.
• Proficient in Microsoft Office Suite preferred.

Responsibilities

• Lead day-to-day operations of the 24/7 Facilities Support team.
• Oversee staff development, workflow design, and vendor coordination.
• Define and monitor performance for call handling, logs, invoices, and maintenance data.
• Analyze KPIs to identify trends and drive improvements.
• Develop and implement training programs for staff.
• Collaborate with vendors, field support, and operations to optimize processes.
• Serve as main point of contact for escalated issues.
• Ensure compliance with applicable regulations.

Skills

Vendor management

Project/Program management

Change management

Staff development

Data-driven decision making

Operations leadership

Customer service excellence

Education

Bachelor’s degree in Business/Information Technology or related field

Graduate level coursework (plus)

Tools

Microsoft Office Suite

Job description

RaceTrac seeks a Senior Manager of Field Services Support to lead a 24/7 facilities and maintenance support team, driving efficient, customer-focused operations. You will manage Field Services Support Leaders and Specialists, align priorities with business goals, and implement training programs.

You will oversee vendor relationships, monitor KPIs, and deliver data-driven improvements across call handling, logs, and invoices while ensuring compliance and cross-functional collaboration.