Job Description

Our client, is seeking a Fleet Operations Manager in their Albany location.

Education/Experience Requirement (s) :

Bachelor’s degree required

At least 6 years’ experience in proven leadership, supervision and team building

Track record of improving business and/or business processes.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Senior level management position responsible for planning, organizing and managing strategic activities related to the Emergency Road Service department.
2. Leverages technology and data analysis to improve service levels, drive key initiatives, and increase efficiencies. Ensures that the technology and infrastructure support is in place, available, and functional. May include investigation and prototyping new technologies that integrate with other programs.
3. Manage and increase the effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions.
4. Play a significant role in long-term planning, including an initiative geared toward operational excellence. Provide directions and monitor progress towards development and implementation of strategic programs and services within the ERS department.
5. Responsible for Battery program; establishing internal policies and procedures in order to monitor and maintain the program to the required standards. Educate staff on battery service. Ensure battery units are operational, and upload of tests are done daily. Drive sales through service training and marketing. Ensure inventory is completed every day and battery warranties are processed in a timely manner. Develop standard reporting for Management review to monitor the success of program. Effectively communicate all scheduling and department changes and follow up for consistency.
6. Support your staff; be available 24/7 to coach and mentor staff in a positive and effective way; this includes but is not limited to employee issues, questions or training, staffing shortages.
7. Prepare proper communications and analysis for all ERS and Fleet related initiatives. Communicate results with President as well as staff.
8. Serves members by planning, organizing, implementing, and evaluating communications and information programs.
9. Managing staff; always ensure superior customer satisfaction; increase member communication and customer loyalty; team member development; managing daily operations.
10. Keeping staff informed; relay any policy or procedure changes with staff in a timely and effective manner and ensure follow-up to keep compliant.
11. Report National Standards to staff monthly and open dialogue on how to continuously do better.
12. Setting staff expectations and following through for consistency. This includes but is not limited to Dispatch procedures and processes including but not limited to KMI, Fleet Contractor.
13. Review performance of staff, conduct staff meetings; develop and maintain department policies, procedures and training schedules; schedule and assign work activities of staff.
14. Accountability; hold all employees responsible for their job responsibilities, including yourself. Keep detailed records of attendance issues, lates, and performance issues and enforce policies. Be able to issue corrective action, up to and including termination.
15. Coordinate emergency operations during weather and other natural disaster events and ensure effective communication both internally and externally to ensure proper staffing coverages.
16. Provide answers to members’ questions and complaints concerning Emergency Road Service. Document and resolve member issues and ensure that customer problems are researched and corrected in a timely and professional manner.
17. Effectively communicate with staff in a professional and respectful manner at all times. This includes emails, phone and face to face interactions.
18. Contribute to short and long-term organizational planning and strategy as a member of the club’s management team and responsible to achieve set goals set forth in yearly business plans.
19. Ensures compliance with Quality Standards.
20. Oversee the Rap Programs and ensure total compliance.
21. Continue to improve and assign training to staff for educational and professional growth for both dispatchers and fleet drivers. Including but not limited to Double tow training, Wreck Master Class, Professionalism, Customer Service trainings.
22. Responsible for ensuring that all staff are fully trained and kept up to date with any changes in procedure. Also ensures that employees are following the Rules and Regulations.
23. Be able to Dispatch Emergency Road Service calls when needed and necessary. Keep up to date on these procedures as changes and updates occur.
24. Keep open lines of respect and communication with all staff including President & CEO.
25. And/or other duties that may be assigned.

REQUIRED SKILLS AND ABILITIES :

• Flexible schedule, availability on an as needed basis. Hours are subject to change based on business needs.
• Excellent organizational skills and attention to detail.
• Excellent leadership capabilities to lead projects to successful completion.
• Excellent negotiation skills with member-oriented attitude.
• Knowledge of the Capital District, surrounding counties and rural communities.
• Excellent analytical abilities to grasp the key points from complicated details.
• Knowledge of applicable software and relevant systems.
• Knowledge of office processes, procedures, and technology.
• Basic automotive knowledge.

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