Senior Manager Operations II - FleetCare

Ryder System, Inc.; Alpharetta (GA); Remote; USD 75,000 - 85,000; Full time

Job summary

Ryder System, Inc. is seeking a Senior Manager II - FleetCare Operations to lead daily operational performance, customer support execution, vendor management, and maintenance coordination for FleetCare.

The role manages 10-15 coordinators, drives workflow, approves POs and repairs, and reports in Salesforce, Power BI, and SharePoint. Based in Alpharetta, GA with remote/1st shift; this position partners with Sales, Maintenance, Operations and Customer teams to improve fleet availability and

Qualifications

• Experience leading a team of 10–15 coordinators.
• Experience with purchase orders, repair estimates, and vendor performance.
• Strong reporting using Salesforce, Power BI and SharePoint.

Responsibilities

• Oversee daily workflow management and staffing.
• Develop budgets and manage P&L for maintenance operations.
• Improve fleet availability and customer satisfaction.
• Collaborate with Sales, Maintenance, Operations, and Customer teams.

Skills

Operations leadership

Vendor management

Labor planning

Customer relationship

Data analysis

Collaboration

Staff development

Education

H.S. Diploma/GED

Associate's or Bachelor's degree

Tools

Salesforce

Power BI

SharePoint

Job description

The Senior Manager II - FleetCare Operations is responsible for leading the daily operational performance, customer support execution, vendor management, and maintenance coordination functions within FleetCare. This role provides strategic and operational leadership to a team of 10-15 FleetCare Coordinators. This position oversees daily workflow management, including approval of purchase orders and repair estimates, monitoring overdue maintenance events, evaluating vendor performance and warranty opportunities, and ensuring accurate reporting and case management through Salesforce, Power BI, and SharePoint. The role partnes closely with Sales, Maintenance, Operations, and Customer stakeholders to support existing and new business opportunities, improve fleet availability, and strengthen customer relationships.

This REMOTE operations role reports through the Ryder Contact Center Organization in Alpharetta GA. Schedule: Monday - Friday, 1st shift Remote Bonus eligible * Can get after hour activity.

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.
• Performs complex 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, development and oversight to a self-directed management team assigned to the branch (es) to include the Operations Manager, Operations Supervisors, Technicians in Charge, Customer Service Coordinators and Technicians.
• 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.
• Responsible for Customer Retention and Maintenance CSI through optimal execution of the Maintenance Promise.

Financial Management:

• Develop and manage budgets as well as 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.
• Responsible for the optimization of net maintenance cost per unit.
• 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.
• Responsible for the execution of Asset Management initiatives at the shop level.
• Prepares business case for Capital Expenditures.
• 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:

• Performs complex quality planning by developing corrective action and counter measures to operational quality issues.
• Oversight and/or execution of Quality Inspection of PM & repairs, as well as 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.
• Responsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review inspection list.
• Accountable for all Quality Metrics within the Shop.
• Lead breakdown root cause analysis, 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.

Skills and Abilities

• Ability to optimize execution of complex strategic labor, financial, quality, operating, safety and asset processes and related metrics, Required Assumes personal responsibility for actions Strong sense of personal accountability and a proven track record of achieving desired results, Required Strong verbal and written communication skills, Required 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, Required Ability to build strong customer relationships Must have demonstrated customer service focus, Required Must have demonstrated workflow analysis and management skills, Required Demonstrates problem solving skills Ability to independently solve complex operational problems in a timely fashion, Required Ability to proactively resolve critical customer issues with large key accounts, Required Ability to lead, train and develop a self directed management workforce, including effective delegation and management of assigned work, Required Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors). , Required Ability to work independently and as a member of a team , Required Flexibility to operate and self-driven to excel in a fast-paced environment , Required Capable of multi-tasking, highly organized, with excellent time management skills , Required Detail oriented with excellent follow-up practices, Required Qualifications H.S. Diploma/GED, Required Associate's or Bachelor's degree, Preferred 3 years or more in supervisory experience, Required 4 years or more in experience in an operations environment or demonstrated success in a Ryder role, Required Experience using Microsoft word and excel. Intermediate, Preferred Experience with Fleet management Software. , Preferred Experience 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 Travel Yes, 1-10%

Qualifications

• H.S. Diploma/GED
• Required Associate's or Bachelor's degree
• Preferred 3 years or more in supervisory experience
• Required 4 years or more in experience in an operations environment or demonstrated success in a Ryder role
• Required Experience using Microsoft word and excel. Intermediate
• Preferred Experience with Fleet management Software.
• Preferred Experience 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 Travel Yes, 1-10%

Additional Responsibilities

• Performs other duties as assigned.

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.

Explore our current opportunities and discover how you can build a rewarding career with a company committed to innovation, safety, and success.

Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.

Compensation Information

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below: Pay Type: Salaried Minimum Pay Range: $75,000 Maximum Pay Range: $85,000

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. 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. Important Note: Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned. Security Notice for Applicants: Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers. Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [e-mail] or 800-793-3754.