Senior Manager, Fleet Operations

About the Team/Role

This role is responsible for leading service and operations teams within the Mobility line of business that are responsible for front line client (partner and merchant) support as well as back office operational executional. This role is expected to drive operational excellence by identifying opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working.

General:  

The Senior Manager, Fleet Operations role is critical to the Mobility line of business, leading service and operations times to provide front-line client (card program partner and accepting merchant) support and back office operational execution for these critical client relationships.  Core responsibilities include managing service strategies and operational plans, oversight of issue investigation and resolution along with operational project execution, while seeking ways to increase productivity and efficiency, ensuring scalable and sustainable solutions.  Additionally, the role is responsible for ensuring appropriate communications with internal stakeholders and external clients and 3rd parties, maximizing client satisfaction and minimizing disruptions to business operations.  

OPERATIONS MANAGEMENT

• Create, maintain and drive adherence against service strategies and operational plans.  

• Constantly strive to increase productivity, efficiency, and results by initiating process improvements and advocating for technology enablers.

• Responsible for ensuring that solutions are scalable, sustainable and successfully balance the business need and risk.  

• Leverage technology and automation to streamline workflows and reduce manual effort.

• Serve as a change agent for continuous improvement through new/refined/enhanced methodologies. 

• Define, document, and trend individual and team Key Performance and Key Risk Indicators.  

• Drive Scorecard reporting for upstream and adjacent internal stakeholders providing commentary and insight.  

• Drive issue resolution, complex problem-solving, and analytical work to ensure smooth operations and service delivery.  

• Manage communications across internal associates, management, and external stakeholders at various levels of the organization.  

• Build operational bench strength by identifying at-risk knowledge/skill areas and developing and executing strategies to mitigate risks.  

• Manage client escalations, ensuring effective collaboration with other departments to maximize client satisfaction and minimize disruption to business operations.  

STAKEHOLDER MANAGEMENT

• Communications management across broad constituencies – internal associates, management, and senior team if/when applicable and external across various levels of the client organization.

• Responsible for productive collaboration across a broad group of internal stakeholders, including but not limited to Relationship/Client Managers, Account Management, WEX Bank, Contact Center, Implementation, Product and Sales, effectively balancing business needs, client satisfaction, and scale objectives.  

PROJECT MANAGEMENT

• Liaise with customers, technical support, product development, sales, and field service to proactively identify opportunities for support delivery improvements, cost reduction, and value-add to the customer/client.  

• Work with counterparts within Enablement + Controls and Product on the creation of and presentation of business proposals for technology enablers to streamline and optimize the operations.  

• Coordinate the rollout and stabilization of new business processes and/or features and functionality.

• Responsible for engagement of resources into all applicable projects and/or company initiatives that may impact the operations or serviced clients.  

STRATEGIC LEADERSHIP:

• Develop and implement a comprehensive support delivery strategy aligned with business objectives to ensure operational stability and client satisfaction.  

• Drive operational excellence by identifying and implementing opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working.  

• Ensure that robust process and procedural documentation is in place and actively maintained.  

• Establish and maintain escalation procedures to minimize disruptions and ensure timely resolution of client issues, both short term and long term (mitigation of recurrence).  

• Ensure compliance to all applicable operational controls are met.  Demonstrate full and accurate adherence and management of the controls calendar.   

• Evaluate the efficiency of controls and improve them continuously.

• Establish best practices and standards while conducting operational level audits to improve overall operational efficiencies within the department.

• Maintain all required compliance records and documentation, ensure records are updated as necessary

PEOPLE LEADERSHIP

• Provide guidance, support, and mentorship to team members, fostering a culture of excellence, accountability, and continuous improvement.  

• Responsible for core people management functions of selection/assessment, people development, performance management, and building bench strength/succession planning.  

• Responsible for core people management functions of Selection/Assessment, People Development, Performance Management, and Building Bench Strength/Succession Planning 

• Motivate and inspire the team and monitor and cultivate employee satisfaction and engagement.

• Ensures systems are in place to measure capacity utilization. 

• Responsible for productivity and quality tracking, both team and individual, to ensure optimal performance.

• Oversee and guide the development and delivery of onboarding and training programs. 

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Experience you'll bring

Minimum Required Qualifications for Consideration

• Bachelor’s degree and a minimum of 7 years of progressive leadership experience in account relationship management, service delivery, or operations environment.

• 5+ years of direct management experience, including leading teams and improving operational processes.

• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and recommend actionable improvements.

• Proven ability to develop and implement support delivery strategies and processes.

• Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with diverse stakeholders.

• Ability to be influential at all levels of the organization, leading stakeholders from various business units to agreement.

• Advanced proficiency in Google Suite or Microsoft Office Suite, with experience working with large data sets and utilizing tables, pivot tables, and lookup functionality.

• Superior critical thinking and decision-making skills.

• Exceptional attention to detail with the ability to recognize and react to discrepancies.

• Exhibits adaptability, flexibility, and ability to work independently in an evolving environment.

• Ability to interpret complex contract language.

• Ability to thrive in a deadline-driven environment, perform multiple tasks concurrently, and prioritize.

• Occasional travel may be required.

• Must successfully pass a background investigation.

• Experience with the identification and execution of process improvement initiatives, using process improvement methodologies.

• Ability to demonstrate initiative, curiosity and an eagerness to learn.

• Ability to identify opportunities to improve performance and efficiencies within department and self.

• Ability to leverage analytical abilities to guide decisions that mitigate risk and maximize growth and revenue opportunities.  

• Ability to effectively and calmly operate within a complex and changing environment.

• Experience with the identification and execution of process improvement initiatives, using process improvement methodologies (e.g., Lean, Six Sigma).  

• Experience in the Fleet industry.

• Experience with Salesforce or Siebel.