Manager Operations, Major Account Fulfillment

At First Advantage (FA), we are a leading global provider of technology solutions for screening, verifications, safety, and compliance related to human capital. We deliver innovative solutions and insights that help customers manage risk and hire the best talent.

Under general direction, the Manager Operations, is responsible for managing prioritization, responsiveness, and fulfillment of key customer functions relating to the legalization of customer fleets. This includes working directly and routinely with the customer and FA Operations team members on transactional activities in the following areas: base state registrations and renewals, fuel & mileage tax reporting, IRP plating, permits, ad hoc tasks, and related title projects and audits. This role will coordinate with Vehicle Operations Leadership to leverage an intra-departmental team to drive quality and timely fulfillment of customer requirements. Role also includes leadership in the development of specific customer requirements and proactive communication to optimize workflow management and efficiency.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Essential Duties & Responsibilities

• Prioritize and direct the work activities, responsiveness, and execution of intradepartmental personnel to ensure consistent service delivery and customer satisfaction.
• Routinely communicate with assigned customers on their transactional fulfillment, ongoing projects, and strategic initiatives.
• Prepare for and lead routine customer calls and communications, providing detailed updates as required on both tactical and strategic asks.
• Lead development and implementation of Best Practices to drive continuous improvement processes in support of specific customers.
• Ensure the successful attainment of quality outcomes for clients in accordance with SLAs.
• Develop sound and effective working relationships across Fleet Solutions enterprise to enhance collaboration on strategic customer initiatives, business threats and alignment of resources.
• Work closely with Customer Care and Customer Success colleagues to ensure customer satisfaction and promise fulfillment.
• Mentor, foster, and enforce a customer-centric approach to task prioritization.
• Work closely with State Specialists, IRP/Permits Specialists, Fuel & Mileage Specialists, Title Clerks, and other Vehicle Operations team members to accomplish all required tasks.
• Create a culture of effective change to encourage ideas and creative problem-solving.
• Proactively identify and address customer concerns and opportunities.
• Serve as primary point of escalation for assigned Vehicle customers.
• Resolve invoice issues for the client by validating work performed.
• Schedule, prepare and deliver Quarterly Business Reviews/Annual Business Reviews with the customer.
• Train customers on use of RoadReady CRM.

Requirements

Education:

High School diploma or equivalent required. Bachelor’s Degree or equivalent work experience required.

Required Experience:

• Minimum of 5 years proven operations experience
• Minimum of 5 years progressively responsible management experience

Preferred Experience:

• Fleet management experience within the 48 contiguous U.S. states
• Experience with fuel & mileage, IRP, and permits

Other Knowledge, Skills, Abilities, or Certifications:

• Proficiency in the use of metrics and analytics driven to achieve organizational goals
• Excellent analytical and problem-solving skills, with the ability to draw inferences and develop action plans based on empirical data to accomplish desired organizational objectives
• Demonstrated process improvement ability, leveraging processing mapping and analysis to refine workflows, leading to improved efficiencies and quality outcomes
• Proficiency in fostering and managing customer relationships, de-escalating concerns and providing value through need fulfillment
• Ability to manage multiple projects and tasks and achieve quantifiable results
• Proven strength in building relationships and the ability to influence
• Proficiency in leading, coaching and developing staff
• Technical and business management acumen
• Ability to be proactive and creative in resolving challenging day-to-day business problems
• Successful track record of achieving long-term strategic objectives
• Excellent communication and presentation skills, with the ability to effectively interact with all levels of internal and external partners
• Knowledge of Microsoft Office Suite and other business-related software
• Proficiency in use of Excel and CRM software

Physical Requirements:

This role is largely a sedentary in nature and involves sitting for long periods of time. The role requires the ability to hear and talk as well as to see data and adjust visual focus for computer and paper tasks, read, type, lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary.

Supervisory Requirements:

Inclusive of hiring, performance management, coaching, mentoring, timecard/PTO approvals, annual performance reviews, disciplinary action and daily management of the team and workflows.

Working Environment:

This job operates in a professional office environment onsite daily in the Fishers, Indiana, First Advantage Office. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, calculators, and filing cabinets.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and requirements.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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