Senior Service Manager II

Ryder System, Inc.; Denver (CO); On-site; USD 85,000 - 115,000; Full time

Job summary

Ryder System, Inc. seeks a Senior Manager Operations II in Denver, CO who will oversee the operations and personnel for 601+ truck units across locations.

This role requires strategic labor planning, budget oversight, and leadership of a multi-site team to meet service and financial targets. You will optimize scheduling, drive efficiency, manage customer relationships, and ensure compliance with all procedures and safety standards.

Qualifications

• Bachelor’s or higher education preferred for leadership roles.
• Experience supervising teams in operations or a shop environment.
• Strong analytical and cost-control capabilities.

Responsibilities

• Oversee labor planning, scheduling, and workload optimization across locations.
• Lead a self-directed management team including Operations Managers and Supervisors.
• Drive customer retention, service reliability, and uptime targets.
• Manage Budgets, P&L, and cost-control initiatives in maintenance operations.
• Direct asset, inventory, and quality management to meet safety standards.

Skills

Strategic labor planning

People leadership

Customer relationship management

Budget & P&L oversight

Process improvement

Safety & quality focus

Analytical decision making

Team development

Resource optimization

Communication

Education

H.S. Diploma/GED

Associate or Bachelor's degree

Tools

Microsoft Word & Excel (intermediate)

Fleet management software

Job description

Senior Manager Operations II

Job Description: Summary

The Senior Manager Operations II manages the operations and personnel for approximately 601+ equivalent truck units comprised of one or more locations. May have Operations Managers, Operations Supervisors, Technicians-In-Charge, Customer Service Coordinators, Parts Responsible Persons, and Administrative Assistance to support the needs of assigned location. At this level of a complex operation, the Senior Operations Manager II must be able to accomplish results through the effective delegation of work and responsibilities and effective management of the team, thus ensuring business objectives and labor requirements are met. The Senior Operations Manager II is responsible for ensuring that the needs of the customers are being met while balancing the financial targets 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 FMS Shop positions, the Senior Operations Manager II is responsible for adhering to all Ryder Maintenance Operations policies and procedures. This may also be a development position for Maintenance Manager or Manager of Quality Assurance roles.

Position/Shop Location

Denver, CO Bonus Eligible

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.
• 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.
• Additional Responsibilities: Performs other duties as assigned.

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, Required.
• 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.
• 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.
• Required Ability to proactively resolve critical customer issues with large key accounts, Required.
• Required Ability to lead, train and develop a self directed management workforce, including effective delegation and management of assigned work, Required.
• Required Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors). , Required.
• Required Ability to work independently and as a member of a team , Required.
• Required Flexibility to operate and self-driven to excel in a fast-paced environment , Required.
• Required Capable of multi-tasking, highly organized, with excellent time management skills , Required.
• 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, Preferred
• 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. , Preferred
• Maintenance and Technical experience in a shop environment. , Required
• Travel Yes, 1-10% #LI-RL #INDexempt #FB

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: $100,000
Maximum Pay Range: $100,000

Benefits Information

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.

EOE Statement

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.

Legal

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Ryder Pay Transparency Policy

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