Transportation Ops Manager - Full-time

Overview:

The Transportation Operations Manager is responsible for direct supervision of pick-up and delivery in the assigned market, which will include both external customer and internal FXO deliveries. This position supervises a team of couriers who are responsible for deliveries in the assigned market and ensures that couriers follow all standard operating procedures and that customer experience objectives are consistently met. This position also supervises the SameDayCity (SDC) Quality Specialist who is responsible for ensuring that SDC couriers receive proper training, that all equipment is operating properly, and performs routine audits and ride-alongs to ensure that couriers are following proper procedures. The Transportation Operations Manager works closely with the National Dispatch Center and other Quality teams in order to improve on-time performance, safety, and customer experience in the assigned market. The Transportation Operations Manager also acts as the champion to implement programs and process changes in the field.

Responsibilities:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Lead and manage a team by training, developing and coaching team members on a consistent basis
• Hire team members and monitor new hire orientation procedures
• Train team members on all aspects of job duties as well as FedEx Office Standard Operating Procedures and FedEx Office policies and procedures
• Ensure compliance with FedEx Office Standard Operating Procedures and all FedEx Office policies and procedures for all team members
• Evaluate the efficiency and productivity of team members based on established performance standards and objectives, including conducting regular Operations Reviews and Performance Appraisals
• Ensure that all team members provide a positive customer experience
• Coach, counsel, discipline and/or terminate team members when performance issues or violations of FedEx Office Standard Operating Procedures and/or FedEx Office policies and procedures occur
• Responsible for on-time performance in local market. Requires monitoring and coaching of couriers to ensure local operations meet FedEx Office standards
• Promote a culture of safety through training, coaching and counseling regarding negative safety behaviors, reinforcement of positive safety behaviors, and through leading by example for all team members
• Act as liaison with National Dispatch Center for all courier-related communications and issuesWork closely with Sales team to enhance customer experience, improve customer understanding of the SDC offering, and help implement customized operations as needed
• Coordinate with appropriate agencies and FSO departments to handle accidents and maintenance issues
• Coordinate equipment replacement and maintenance of handheld device in conjunction with National Dispatch Center support personnel
• Ensure couriers have appropriate external badges and security access
• Monitor money-back guarantee activity and performance investigations as required
• All other duties as assigned or required

Qualifications:

• Bachelor’s Degree or equivalent experience
• 3+ years of prior supervisory experience; transportation experience preferred
• Ability to comply with any specialized regulatory or licensing requirements, as determined by geographic location and/or work assignment; FedEx Office will communicate any specialized regulatory or licensing requirements during the hiring process
• Ability to lead, direct and supervise team members in a remote, multi-location environment
• Proficiency dealing with technology; experience utilizing software that runs on personal data devices is preferred
• Advanced level of reading, writing and mathematical ability
• Proficiency with Microsoft Office tools, including Word, PowerPoint, Outlook and Excel
• All new hires must meet all FedEx Office minimum employment qualifications in effect at time of hiring, including a successful review of the applicant’s background, pre-employment drug screening and a compliant motor vehicle report.
• Current FedEx Office team members must meet hiring criteria for the position and transfer requirements as outlined in the FedEx Office Team Member Handbook