Senior Operations Manager

Ryder Supply Chain Solutions•Rancho Dominguez, CA

11d•Onsite

About The Position

The Senior Operations Manager manages operations and personnel for one or more locations with approximately 430 truck units. The role leads assigned operations managers, technicians-in-charge, customer service coordinators, technicians, service employees, and parts personnel. It achieves business objectives and labor requirements through effective delegation, while balancing financial performance with customer needs. The position manages location performance against comprehensive metrics and ensures compliance with company processes, Standard Operating Procedures, and Standard Repair Practices. It may also serve as a development position for Senior Operations Manager II, Field Operations Manager, or Quality Assurance Manager roles. The manager oversees maintenance operations, labor planning, personnel development, customer relationships, financial performance, assets, and quality and safety. The job is based at the Rancho Dominguez shop, with hours of 8:00 a.m. to 5:00 p.m. Monday through Friday. The position is salaried, paid weekly, and bonus eligible.

Requirements

High school diploma or GED.
Four or more years of experience in an operations environment, or demonstrated success in a Ryder role.
Three or more years of supervisory experience.
Required exposure to strategic labor, financial, operating, quality, safety, and asset processes and related metrics.
Strong personal accountability and a record of achieving results.
Strong verbal and written communication skills.
Commitment to workplace safety, quality execution, and customer service.
Ability to build customer relationships and demonstrate customer-service, workflow-analysis, and management skills.
Problem-solving ability, including resolving complex operational problems with assistance and critical customer issues with minimal assistance.
Ability to lead, train, and develop a self-directed workforce, delegate effectively, and manage responsibilities.
Ability to build professional relationships across organizational levels, work independently and as part of a team, and operate effectively in a fast-paced environment.
Strong multitasking, organizational, time-management, attention-to-detail, and follow-up skills.

Nice To Haves

Associate degree.
Ability to use reporting systems to retrieve data for analysis and decision-making.
Maintenance and technical experience in a shop environment.
Intermediate experience with Microsoft Word and Excel.
Experience with fleet management software.

Responsibilities

Oversee work analysis, vehicle planning and scheduling, technician work assignments, productivity tracking, shop and shift meetings, and repair order review and approval.
Plan labor strategically by evaluating incoming work, allocating resources, balancing shift schedules, establishing operating hours, and leveling workload.
Optimize shop labor, including the balance of straight-time labor, overtime, and outside repair, and align shift patterns with qualified technician hours and equipment availability.
Oversee execution of the Workflow Management process.
Lead, train, and develop the assigned management team, and manage performance of all assigned personnel.
Coordinate and execute the Technical Training Plan with the Field Training Team, prioritizing training based on breakdown, rework, and running-cost trends.
Evaluate future staffing needs and manage recruiting, hiring, onboarding, payroll, and succession planning.
Manage customer relationships, resolve issues, support customer satisfaction and retention, and ensure vehicle uptime.
Optimize vehicle maintenance cycle time and ensure delivery in time promised meets or exceeds customer requirements.
Oversee execution of the Customer Communication Protocol; partner with Sales on prospective business, existing-customer growth, service requirements, customer care plans, customer visits, and annual reviews.
Develop budget forecasts and cost controls for maintenance operations and the location P&L, and execute maintenance initiatives to meet financial targets.
Work with vendor sourcing to identify vendors, ensure third-party invoice accuracy, and oversee the quality of outsourced work.
Oversee payroll exceptions, purchase order approvals, invoice reconciliation, fuel reconciliation, customer bill-backs, warranty processing, and data integrity in the Shop Management Online system.
Direct management teams in maintaining assigned locations and 6S standards; prioritize and approve shop tooling and equipment needs.
Oversee vehicle specifications and in-service/out-service processes, contribute to asset management reviews, ensure required vehicle specifications are recorded in SAM, and oversee parts inventory management.
Develop corrective actions and countermeasures for operational quality issues; oversee inspections of preventive maintenance and repairs, including in-process reviews of non-PM work.
Monitor shop-floor activities, support accurate root-cause diagnosis, optimize parts and component yield, lead breakdown root-cause analysis, and implement corrective actions.
Develop and implement Quality Assurance Audit corrective-action plans and continuous-improvement programs.
Ensure a safe workplace, clean and high-quality vehicle repairs, required documentation, and compliance with safety, EPA, local, state, federal, and customer requirements.
Perform other duties as assigned.