Manager, Special Programs

Wheels • Alpharetta, GA

1d • Onsite

About The Position

The Manager, Special Programs works closely with the Special Programs team and the business on account-management functions, including vendor activation, contract review and setup, lifecycle vendor and supply-chain management, and internal and external inquiry and issue resolution. The role documents processes, identifies and clears supply-chain bottlenecks, and establishes effective communication with stakeholders while managing competing deliverables and providing excellent client service.

The manager oversees special-program client processes, vendor performance, contractual service levels, costs, data integrity, client setup, and reporting. The role works across functions to resolve client questions and issues, identifies process improvements and operational risks, and provides program and project updates to senior and executive leaders. It also manages four direct reports through coaching, guidance, and performance reviews, and leads the Rapid Response Team.

Requirements

• Bachelor's degree or five or more years of prior client-facing experience.
• Three to five years of experience managing and developing teams in a fast-paced environment.
• Previous vendor-management experience.
• Intermediate-level or higher knowledge of a contact management system, Microsoft Word, Excel, and PowerPoint.
• Ability to communicate professionally with internal and external customers.
• Above-average judgment and decision-making abilities, including evaluating the costs and benefits of potential actions.
• Ability to manage competing short- and long-term timelines while working with team members and direct reports to ensure service excellence.
• Problem-solving and negotiation skills, and the ability to remain objective when interacting with dealers.

Nice To Haves

• Client-facing experience preferably in fleet leasing, financial services, or technology industries.
• Fleet operations experience.

Responsibilities

• Manage special-program client processes, including vendor activation and SLA/SOW setup and review.
• Conduct regular supply-chain health reviews and vendor-management activities.
• Manage upstream, in-life, and downstream vendors involved in customer-vehicle lifecycle activities and support clients as needed.
• Manage vendor business reviews, SLAs, and overall performance while containing and appropriately managing client costs.
• Work cross-functionally with program specialists, the Program Director, and the business to resolve client questions and issues.
• Perform functions in accordance with contractual SLAs between lessees, clients, and vendors within the customer supply chain.
• Identify process-efficiency opportunities for Wheels and its vendor network to improve and grow client satisfaction.
• Ensure departmental processes are designed and implemented to mitigate operational risks and losses.
• Identify complex problems, evaluate options, and implement solutions.
• Communicate program and project status to senior and executive leadership and functional area managers.
• Continuously validate client setup for accuracy and operational and financial efficiency.
• Review data integrity for qualitative and quantitative system entries, including billing and client reports.
• Continuously improve knowledge of Wheels systems, programs, and services.
• Provide special-account reporting and agreed-upon monthly or quarterly metrics to help clients manage their businesses.
• Manage, coach, and guide four direct reports, including informal project discussions, performance coaching, and semi-annual performance reviews.
• Lead the Rapid Response Team and influence cross-functional team members.
• Perform other duties and responsibilities as assigned to support departmental efficiency.

Benefits

• Robust benefits package for employees and their families.
• Eligible to participate in an annual incentive plan based on company and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager