Transportation Support Services Manager

Penske•Reading, PA

67d

About The Position

The Manager, Transportation Support Services (TSS) is responsible for the day-to-day operational performance, financial management, and people leadership of Transportation Support Services. TSS is a 24/7, 365-day contact center supporting Penske customers and operations, with a workforce of up to 100 associates and 20 supervisors and leads. The manager is accountable for workforce management, hiring, onboarding, training, quality assurance, associate development, performance management, and operational execution. The manager ensures exceptional customer service, achievement of key performance metrics, operational efficiency, workforce effectiveness, and alignment with Penske business objectives. This role serves as a liaison between internal customers, department leadership, and support partners; drives continuous improvement; develops talent; and fosters a culture of accountability, engagement, and operational excellence. The scheduled hours are Monday through Friday, 12 p.m. to 9 p.m. Flexibility to work other hours or days is required based on business needs because the position supports a 24/7 operation. Travel may be required as necessary.

Requirements

Minimum 5 years of experience with progressive responsibility in a call center, logistics, transportation, production, manufacturing, or similar environment.
Experience working with large teams and multiple levels of leadership.
Advanced computer proficiency, including reporting and workforce management systems.
Outstanding communication, presentation, and relationship-building skills.
Strong analytical thinking and problem-solving abilities.
Ability to balance short-term operational demands with long-term organizational initiatives.
Ability to influence stakeholders across multiple departments and organizational levels.
Regular, predictable, full attendance is an essential function of the job.
Willingness to travel as necessary and work the required schedule at the specific required location.
Completion of a Penske employment application and submission to a background investigation, including past employment, education, and criminal history, and drug screening are required.

Nice To Haves

Bachelor’s degree preferred; equivalent experience may be accepted in lieu of a degree.
Logistics, fleet management, transportation, or customer service experience preferred.

Responsibilities

Provide day-to-day leadership and direction for TSS operations in a 24/7, 365-day contact center.
Manage daily workflow, staffing levels, productivity, service levels, schedule adherence, and customer response metrics.
Build and maintain effective working relationships with customers and operational partners to meet service expectations.
Serve as the escalation point for complex customer concerns, operational disruptions, and service recovery situations.
Identify and implement process improvements to enhance service delivery, associate effectiveness, and productivity.
Prepare and present operational performance updates, trends, and recommendations to department leadership.
Communicate across organizational levels, inspire engagement, reinforce departmental priorities, and model service excellence and leadership.
Manage departmental staffing plans and operating expenses while ensuring accurate customer billing and compliance with financial controls.
Ensure accurate internal cost allocations and financial controls.
Lead recruiting, hiring, onboarding, coaching, performance management, succession planning, and associate development.
Drive employee engagement, retention, and leadership development initiatives.
Foster a culture focused on safety, accountability, customer service, teamwork, and continuous improvement.
Complete other projects and tasks as assigned.