Transportation Ops Manager
Description
POSITION SUMMARY:
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.
GENERAL DUTIES AND 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 issues Work 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 needed or required
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- 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
- For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
- For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook
ESSENTIAL FUNCTIONS:
- Ability to travel as required in order to meet with customers, vendors, other team members, and/or to meet other business necessities
- Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
- Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
- Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
- Ability to utilize simple mobile or personal data devices to effectively communicate with the centralized dispatcher (job-related training will be provided)
- Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
- Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
- Ability, on a consistent basis, to work independently to ensure that the essential functions of the position are performed satisfactorily and that the goals of the program are met
- Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- 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
ESSENTIAL FUNCTIONS:
- Ability to travel as required in order to meet with customers, vendors, other team members, and/or to meet other business necessities
- Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
- Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
- Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
- Ability to utilize simple mobile or personal data devices to effectively communicate with the centralized dispatcher (job-related training will be provided)
- Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
- Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
- Ability, on a consistent basis, to work independently to ensure that the essential functions of the position are performed satisfactorily and that the goals of the program are met
- Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position
Preferred Qualifications:
Pay Transparency:
Pay:
Additional Details:
Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.
- Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
- Applies Quality concepts presented at training during daily activities.
- Supports FedEx Office Quality initiatives.
FedEx Office is an Equal Opportunity Employer including, Vets/Disability.
FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email HR.Recruiting@fedex.com.
FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia’s fair chance hiring law.
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