Manager, Special Programs

Wheels, Inc. • Alpharetta, GA

3d • $73,300 - $102,600 • 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, execution and setup, lifecycle vendor and supply chain management, and resolution of internal and external inquiries and issues. The role documents processes and responsibilities, investigates and clears supply chain bottlenecks, and establishes effective communication with internal and external stakeholders while managing competing deliverables and providing excellent client service.

The manager oversees special-program client processes, vendor performance and lifecycle activities involving customer vehicles. The position works across functions to resolve client questions and issues, ensures work complies with contractual SLAs, identifies efficiency opportunities and operational risks, and monitors client setup and data integrity. It also provides reporting to special accounts and leads, coaches and develops a team of four direct reports.

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.
• Professional communication skills with internal and external customers.
• Above-average judgment and decision-making abilities.
• Ability to manage competing short- and long-term timelines while working with team members and direct reports to ensure service excellence.
• Problem-solving and negotiating skills, and ability to remain objective when interacting with dealers.

Nice To Haves

• Client-facing experience in the 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.
• Oversee vendor business reviews, SLAs and performance while containing and managing client costs.
• Work cross-functionally with program specialists under the Program Director and the business to resolve client questions and issues.
• Perform functions in accordance with contractual SLAs between lessees, clients and vendors in the customer supply chain.
• Identify process-efficiency opportunities for Wheels and its vendor network to improve client satisfaction.
• Ensure departmental processes are designed and implemented to mitigate operational risks and losses.
• Identify complex problems, assess relevant information, evaluate options and implement solutions.
• Communicate program and project status to senior and executive leadership and functional area managers.
• Validate client setup processes for accuracy and operational and financial efficiency.
• Review the integrity of qualitative and quantitative system entries, including billing and client reports.
• Build knowledge of Wheels systems, programs and services; participate in professional skill development as provided.
• Provide special accounts with reporting, including agreed monthly or quarterly metrics, to help clients manage their business effectively and efficiently.
• Manage, coach and guide four direct reports through ongoing project discussions, coaching meetings and semi-annual performance reviews.
• Lead the Rapid Response Team and influence cross-functional team members.
• Perform other duties and responsibilities as assigned.

Benefits

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

What This Job Offers

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