Director of Service Excellence

FleetPride•Irving, TX

10h•Hybrid

About The Position

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today! DUTIES & RESPONSIBILITIES Strategic Vision: Inform 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: Responsible for the operational delivery of the central service support group, ensuring efficient and effective delivery of services. Inform 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. 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. Performance Excellence: Deliver 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. Design and maintain a centralized knowledge base and training materials for service operations staff. 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.

Requirements

Bachelor's degree in business administration, engineering, or a related field preferred
Strong analytical skills required (Excel, Power BI, etc)
Experience with process mapping, root cause analysis, and continuous improvement methodologies.
Leadership development programs or certifications.
Training in project management, change management, and team building.
Experience in senior leadership within a multi-location service-based organization with a proven track record of rapid org transformation.
5-7+ years of experience in an operations leadership role
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.

Nice To Haves

Project Management and Lean Six Sigma certification or equivalent training is highly desirable.

Responsibilities

Inform 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.
Responsible for the operational delivery of the central service support group, ensuring efficient and effective delivery of services.
Inform 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.
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.
Deliver 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.
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.
Design and maintain a centralized knowledge base and training materials for service operations staff.
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.
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.
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.