Manager Operations, Major Account Fulfillment

Position:
Manager Operations, Major Account Fulfillment

Location:

This is a fully onsite position at our Fishers, IN site. Individual must be authorized to work in the United States.

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You’ll DoUnder 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.

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 Road Ready CRM.What You Will Need to be Successful

Education & Experience:

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

Minimum of 5 years proven operations experience

Minimum of 5 years progressively responsible management experience

Fleet management experience within…