Transportation Support Services - Senior Manager

Job Description:

Position Summary:

The Senior Manager, Transportation Support Services (TSS) is responsible for leadership and oversight of the Transportation Support Services operations, ensuring effective execution of departmental priorities, workforce strategies, customer commitments, and business objectives. This role provides leadership to managers, supervisors, and functional leaders across multiple operational areas within a 24/7, 365-day support environment and is accountable for organizational effectiveness, financial performance, workforce planning, and operational scalability.

The Senior Manager partners closely with Operations, Information Technology, Human Resources, Finance, Safety, Sales, and other business stakeholders to implement strategic initiatives, enhance service delivery, improve operational performance, and support evolving business needs. This position is responsible for developing leadership capability, recommending organizational improvements, overseeing large-scale operational initiatives, and ensuring the department is positioned to support future growth while maintaining exceptional customer and associate experiences.

Schedule: Monday - Friday 8am - 5pm (availability outside these hours as needed to oversee 24/7 operation)

Major Responsibilities:

- Provide leadership and oversight for Transportation Support Services operations, ensuring consistent execution of departmental goals, service standards, and business priorities.

- Lead and develop managers, supervisors, and functional leaders, building leadership capability and organizational effectiveness.

- Translate departmental objectives into operational plans, performance expectations, resource requirements, and execution strategies.

- Monitor operational performance, workforce effectiveness, customer trends, and department metrics to identify risks, opportunities, and areas for improvement.

- Recommend operational, staffing, and process enhancements that support service quality, efficiency, and organizational performance.

- Partner with departmental leadership to support budgeting, forecasting, workforce planning, and resource management activities.

- Collaborate with Operations, Information Technology, Human Resources, Finance, Safety, Sales, and other business partners to execute cross-functional initiatives and remove barriers to operational success.

- Lead implementation of technology enhancements, automation efforts, process improvements, and organizational change initiatives.

- Build and maintain strong relationships with internal and external customers, ensuring an understanding of current and emerging business needs.

- Serve as the escalation point for significant customer, operational, workforce, and service delivery issues.

- Evaluate service demand, staffing trends, customer requirements, and operational performance and recommend solutions to improve efficiency, scalability, and customer value.

- Develop and execute talent management initiatives including leadership development, succession planning, associate engagement, and retention strategies.

- Present operational results, business reviews, and recommendations to departmental leadership, customers, and key business stakeholders.

- Promote a culture of accountability, collaboration, operational excellence, continuous improvement, and customer focus throughout the organization.

- Ensure compliance with departmental standards, company policies and customer requirements

- Serve as a visible and engaging leader who models the values, behaviors, and service mindset expected of the Transportation Support Services organization while fostering a culture of professionalism, accountability, collaboration, and customer focus.

- Other projects and tasks as assigned

Qualifications:

- Bachelor's Degree required (Business, Supply Chain Management, Logistics, Operations Management, or related field preferred).

- 8+ years of transportation, logistics, supply chain, contact center operations, or related business experience required.

- Minimum of 5 years of progressive leadership experience, including management of supervisors, managers, or multi-level leadership teams required.

- Demonstrated experience leading large-scale operational teams and managing organizational performance across multiple functions or service areas preferred.

- Experience developing and implementing operational improvements, process optimization initiatives, and organizational change efforts required.

- Proven ability to build collaborative…