The Director of Service Operations will play a crucial role in driving operational excellence and growth within FleetPride's service business unit. Reporting to the VP of Operations, this position will provide strategic leadership and oversight to ensure efficient and effective service delivery.
DUTIES & RESPONSIBILITIES
Strategic Vision:
- Develop and implement a long-term strategic plan for the service operations group, aligning with FleetPride's overall business objectives.
- Be a thought partner to the VP/GM of Service on how to grow and optimize the service business unit.
- Identify and capitalize on emerging market trends and opportunities within the heavy-duty service industry.
- Foster a culture of innovation and continuous improvement within the service organization.
Operational Leadership:
- Oversee the daily operations of the central service support group, ensuring efficient and effective delivery of services.
- Develop and implement performance metrics and key performance indicators (KPIs) to measure the success of service operations.
- Monitor service levels, customer satisfaction, and operational costs to identify areas for improvement.
Performance Excellence:
- Drive operational excellence through project management, lean manufacturing, Six Sigma, and process optimization initiatives.
- Implement best practices and standardized procedures to improve efficiency and consistency across all service locations.
- Leverage technology and automation to streamline processes and reduce operational costs.
Standardization:
- Develop and implement a comprehensive set of standardized policies, procedures, and work instructions for all service functions.
- Ensure compliance with industry regulations and quality standards.
- Develop and maintain a centralized knowledge base and training materials for service operations staff.
Analytical Analysis:
- Leverage data analytics and business intelligence tools to identify trends, patterns, and opportunities for improvement.
- Develop and analyze key performance metrics to measure the effectiveness of service operations.
- Conduct root cause analysis to identify and address underlying issues that impact service performance.
Team Development:
- Develop team members to the extent they can step into a higher-level role as opportunities arise
- Foster a positive and collaborative work environment that encourages teamwork and innovation.
- Provide ongoing training and development opportunities to enhance the skills and knowledge of service operations staff.
Customer Focus:
- Develop and implement customer satisfaction programs to measure and improve customer experience.
- Ensure that service operations align with customer needs and expectations.
- Foster a customer-centric culture within the service organization.
Collaboration:
- Collaborate effectively with other departments, including sales, business intelligence, and finance, to support the overall success of the business.
- Develop strong relationships with external partners and suppliers to ensure a reliable and efficient supply chain.
- Represent FleetPride in industry forums and associations to stay informed of industry trends and best practices.
EDUCATION & TRAINING
Education:
- Bachelor's degree in business administration, engineering, or a related field strongly preferred
- MBA or advanced degree in a relevant field is preferred.
Technical Skills:
- Strong analytical skills required (Excel, Power BI, etc)
Process Improvement:
- Project Management and Lean Six Sigma certification or equivalent training is highly desirable.
- Experience with process mapping, root cause analysis, and continuous improvement methodologies.
Leadership and Management:
- Leadership development programs or certifications.
- Training in project management, change management, and team building.
KNOWLEDGE & EXPERIENCE
- Bachelor's degree in business administration, engineering, or a related field.
- Experience in senior leadership within a service-based organization with a proven track record of rapid org transformation.
- 10+ years of experience in service operations or a similar role, preferably in the heavy-duty trucking industry.
- Proven track record of leading and managing large-scale service operations and or projects
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to drive results through influence and achieve operational excellence.
- Experience with data analytics and performance metrics.
- Strong understanding of regulatory compliance requirements.
WORK ENVIRONMENT
Office environment and Remote Service Center Locations
Travel Requirements
50%
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials.
- Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
- Occasional lifting of moderately heavy objects, such as computers and peripherals.
- Sitting for extended periods of time.
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.
