Operations Manager

TransCore, a subsidiary of Roper Industries, Inc. (NYSE: ROP) is seeking an Operations Manager based from Conway, Arkansas. 

 

The Operations Manager leads and directs team of employees who provide intermodal services to external customers. 

 

This leader will develop processes and practices to anticipate customer behaviors and enhance the value of the services offered to the established customer base.

 

The Operations Manager will utilize strategic and tactical leadership in managing schedules by maximizing resources (human and automated) to achieve customer satisfaction and productivity.  The Operations Manager will participate in achievement of annual business goals by collaboration with Market Center Managers to eliminate customer service issues and retain our customer base.

 

In addition, the Operations Manager will:

 Promote and champion process improvement to drive service levels to and above established goals.Ensure consistent and effective management of all resources to maximize efficiency.Develop the expertise of staff through effective hiring, conducting effective employee performance evaluations, identifying individual training and development needs, as well as coaching, disciplining, and terminating employees as necessary for optimal Center performance and overall positive employee relations. Ensure that employees receive timely and accurate performance feedback on a regular basis.Foster a participative and learning work environment; mentor and be a role model for employees. Provide development and training programs for employees; encourage continuous learning and performance improvement.  Define the duties, responsibilities and authority of each job and assure that it is effectively communicated.  Assure departmental efficiency and optimal levels of customer satisfaction by developing operating procedures for department staff, revising as required, communicating new procedures effectively, and monitoring compliance with these procedures.  Ensure that employees are trained in their role and customer service skills.  Measure and improve team service efficiency by aligning department responsibilities and monitoring for accuracy with predetermined expectations.  Promote a team atmosphere and maintain high morale through employee incentive programs and employee coaching. Encourage cross-training to ensure that skills are well understood. Monitor Operations effectiveness, ensuring customer needs and expectations are consistently met.Participate in preparation of annual departmental budget, then analyze monthly results and explain variances with corrective action to control costs. Prepare monthly operational reports that address performance and forward actions to improve service goals. Track customer retention efforts and actions.Serve as a liaison between Operation and other departments; providing information about departmental needs and concerns, focusing primary attention on the potential impact of proposed changes in hardware or software on the resulting customer service levels.Provide direction in ongoing product efforts, in both technical and organizational requirements. Lead the team to define business rules as needed, prioritize enhancements, and define the ongoing needs of the user community.Interface with Operations Management team to ensure smooth coordination or scheduling and maximization of schedule adherence.  Be responsible for scheduling and timesheet adherence; partner with Team Leaders to communicate and fill schedules and handle exceptions.  Serve as a liaison between the Director and staff, communicating procedural and policy changes and/or Company objectives.



 

The ideal candidate will have the following skills and experience:

 Minimum 3 years of relevant managerial experience.Effective verbal, written and interpersonal communications skills at a management level, including performance feedback, employee development, and coaching and counseling skills.Demonstrated team leadership and participative management skills, including facilitation, conflict resolution and consensus building abilities.Ability to identify issues, requirements, and opportunities involved in customer support.Demonstrated self-motivation and initiative.Must be a change agent and display exceptional Change Management competencies.Experience with process improvement initiatives.Demonstrate strong negotiation skills, decision making and confidence challenging the status quo.Ability to recognize and solve problems.Excellent organizational skills, with the ability to establish priorities and manage time effectively to meet objectives and goals.Proficiency using MS Office Suite.The ability to work flexible hours is required; this will depend on daily service levels and system issues.  The Operations Manager must be willing to be available by phone or pager 24 hours a day.

Desired Skills: 

 Logistics and/or customer service experience preferred.

 

About TransCore:

 

TransCore is dedicated making surface transportation more efficient through innovation.  With installations in 44 countries, more than 100 patents, and pioneering applications of RFID and satellite communications technologies, TransCore's expertise is unparalleled. 

 

TransCore is proud to support workforce diversity and is a committed equal opportunity / affirmative action employer. 

 

TransCore offers competitive compensation and an excellent benefit package that includes medical, dental and vision coverage, flexible savings accounts, 401K, Life and AD&D insurance, a comprehensive Paid Leave program, and a Tuition Reimbursement program. 

 

Please note that sponsorship and relocation assistance are not available for this position. 

 

For immediate consideration, please submit your resume in confidence with your salary requirements to hjury@talentfusion.com . 

 

We thank all applicants, however only those under consideration will be contacted.