Manager Operations, Major Account Fulfillment

Position

Manager Operations – Major Account Fulfillment, Fishers, IN (Fully onsite)

Authorized to work in the United States.

• 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.

• High School diploma or equivalent (required);
  Bachelor’s Degree preferred.
• Minimum of 5 years proven operations experience.
• Minimum of 5 years progressively responsible management experience.
• Fleet management experience within the 48 contiguous U.S. states preferred.
• Experience with fuel & mileage, IRP, and permits preferred.
• Proficiency in metrics and analytics to achieve organizational goals.
• Excellent analytical and problem‑solving skills, with the ability to draw inferences and develop action plans based on empirical data.
• Demonstrated process‑improvement ability through process mapping and analysis.
• Proficiency in fostering and managing customer relationships and de‑escalating concerns.
• Ability to manage multiple projects and tasks with quantifiable results.
• Proven ability to build relationships and influence stakeholders.
• Proficiency in leading, coaching, and developing staff.
• Technical and business management acumen.
• Proactive and creative resolution of day‑to‑day business problems.
• Track record of achieving long‑term strategic objectives.
• Excellent communication and presentation skills.
• Knowledge of Microsoft Office Suite, particularly Excel, and CRM software.

Primarily sedentary, with occasional standing and bending. Must be able to lift or carry up to 20 pounds.

• Remote work flexibility with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401(k) with employer match.
• Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.

Approximate salary range: $80,000 – $87,000 annually.

First Advantage is an equal opportunity employer. Employment decisions are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, or disability, or other characteristics protected by law.