Fleet Operations Manager

AAA Northeast•Millbury, MA

1d•$105,000 - $134,500•Onsite

About The Position

The Fleet Operations Manager leads daily responsibilities and oversees roadside service delivery in assigned Fleet facilities. The role works with supervisory staff to execute business strategy with a focus on member service, and coaches and mentors assistant managers and Fleet Supervisors to help meet or exceed sales performance goals while operating within Automotive Services guidelines. The manager provides leadership for staffing, training, employee development, performance, budgets, service quality, operational efficiency, vehicle and equipment maintenance, inventory, and safety across assigned regions. The position collaborates with Human Resources, the Managing Director of Fleet Operations, the Safety Manager, dispatch, field teams, Member Relations, and vendors. The role is based at the Millbury, Massachusetts fleet facility and follows a Monday–Friday, 8:00 a.m.–4:30 p.m. schedule.

Requirements

High school diploma or GED required.
Four to six years of automotive industry experience required.
Four to six years of management or supervisory experience required.
Demonstrated leadership skills required.
Operations management experience required.
Valid driver’s license required.
DOT Medical Card required.

Nice To Haves

Associate’s degree preferred.
Bachelor’s degree in business preferred.
Knowledge of logistics, transportation, or the service industry preferred.

Responsibilities

Lead the function and staff, ensuring appropriate staffing and training, employee development, compliance with professional standards and regulations, and alignment with the Club’s mission, leadership values, and members’ interests.
Develop multi-year plans and budgets, coordinate the function across supported business lines and geographies, assess new developments, recommend internal or external services, report on proposals and activities, and manage vendor relationships.
Manage supervisors in establishing and reinforcing performance, compliance, and service-quality standards for technicians while fostering engagement, openness, and accountability.
Support supervisors through regular quality ride-alongs, monthly performance reports, and team meetings.
Evaluate schedules for effective coverage and cost-efficient service delivery, and approve overtime as needed.
Identify opportunities to improve efficiency across Fleet facilities and work with assistant managers and supervisors to implement improvements.
Provide resources, tools, training, and support to help operations meet or exceed established goals.
Analyze regional resource requirements, including seasonal staffing, and recommend actions to maintain service levels.
Oversee hiring, training, and performance management for fleet employees, including the management team; partner with Human Resources on performance management and salary actions; and guide employee development.
Review training effectiveness and recommend training focused on service delivery, technology, cash management, and operational and personal safety.
Administer employee incentive programs and monitor their budget impact and effectiveness.
Oversee, through the Assistant Manager, maintenance of fleet vehicles and garage equipment, including adherence to preventive maintenance schedules; periodically inspect physical plants in assigned regions.
Review inventory needs and authorize purchase orders.
Work with the Managing Director, Fleet Operations, to determine annual truck sales and acquisitions.
Ensure collaboration among dispatch, field, and fleet teams.
Use technology to improve regional efficiency and performance, including response time, member satisfaction, and battery service.
Reinforce the Club’s safety culture and oversee fleet activities in compliance with DOT, OSHA, and Club safety guidelines and regulations; work with the Safety Manager to ensure compliance.
Oversee damage claims and accident processes, ensuring complete documentation in accordance with Club standards.
Partner with Member Relations to resolve legitimate member claims promptly and maintain goodwill.
Keep the Managing Director, Fleet Operations, informed of member issues.

Benefits

Medical coverage with employer contributions covering up to 93% of premium cost, plus dental and vision options.
401(k) retirement plan with a 6% company match; contributions are fully vested and made every pay period.
Three weeks of vacation, 12 holidays, and 8 sick days.
48 hours of annual volunteer time.
Free AAA membership.
Insurance discounts.
Travel commission refund.
Wellness incentives of up to $625.
Tuition reimbursement of up to $6,000.
Annual bonus opportunities and, for certain roles, additional monthly and/or quarterly incentive compensation.
Career development through ongoing training and established career paths.