Market Manager Mobile Operations - Midwest

Requisition ID: 126758 
Sponsorship Available: No 
Relocation Assistance Available: No 

Goodyear. More Driven.

 

 

 

About the Position

Mobile Operations is a rapidly growing business arm servicing consumer and fleet customers across the country/service territories. The scope of mobile services and operational complexities continue to increase as customers’ demand for ‘last-mile’ delivery of services becomes more commonplace. Mobile Operations is designed to drive growth in eCommerce and fleet sales for Goodyear, by providing mobile tire installation, as well as growing a menu of mobile preventative maintenance services (e.g., oil changes, filters, wipers and lights).

The Market Manager Mobile Operations is responsible for executing all fleet operations activity within multiple markets/metropolitan areas (7-10 per manager), spanning multiple states (20-25% of country). This position's primary responsibilities include hiring, training and management of Lead/Mobile Ambassadors (15-30). The incumbent will also be responsible for assuring the Ambassadors’ equipment/operational relationships are in working order. The role will support items/functions to manage service vehicles (20-30), vehicle servicing equipment/tools, phone/PC (personal computer), vendor relations and internal partners (e.g., Store/District Managers). This role will provide operational leadership (including management of the ambassador workforce, fleet vehicles, labor/asset scheduling and general operations problem resolution). This associate will lead a designated multi-state market/geography containing vehicles domiciled at multiple Goodyear-owned retail stores and/or commercial tire centers. In addition, the Market Manager Mobile Operations is accountable for maintaining and/or improving a set of last-mile based KPIs (key performance indicators), including customer on-time rates, service quality, route departure times, service times, etc.

 

Primary Responsibilities 

• Field Staff Management:
  • Manage hiring, training and staffing needs for mobile tire and vehicle maintenance services
  • Support training on new systems, tools, procedures and policies
  • Schedule and assign drivers to vans/routes and assure ambassadors’ schedules align with route times and they execute on-time
  • Ensure the safety of your workforce. Duties including, but not limited to having proper equipment/gear, reducing/handling accidents, monitoring/planning around extreme weather conditions
• Business Management:
  • Work with sales to support business development (including joint visits and vehicle/ambassador availability)
  • Work closely with the Central Planning team (“MILES”) to ensure schedules, order capacity, order status, troubleshooting and planning adjustments are made regularly across the network
  • Facilitate communications with and on-boarding of fleet customers
  • Manage/Optimize fleet operations costs (including labor, van maintenance/repair, inventory, tolls/fees) - Working closely with Fleet Manager
  • Troubleshoot daily challenges (e.g., staff shortages, inoperable assets, adverse weather, tire/supply availability and upset customers)
• Operations Management:
  • Regular communication to plan/resolve issues with customers and supporting functions (including logistics support, customer service, fleet customers and sales)
  • Work closely with managers/colleagues to develop, improve, communicate and execute SOPs (standard operating procedures)
  • Optimize operations to meet KPIs (e.g., customer satisfaction, labor efficiency rates/safety)
  • Partner with internal functions (e.g., Retail Operations, Commercial tire, Research and Development [R&D]) to ensure collaborations work effectively (e.g., managing inventory, sharing physical space, managing distributor service levels and fleet service)
  • Execute/Support pilot tests (e.g., new partnerships, operation tests and labor models for mobile installs & service).
• Asset Management:
  • Operate/Manage assigned fleet of vans and equipment for designated markets - Ensuring van fleet uptime is at optimal levels to drive revenue growth and prevent operational disruption 
  • Manage/Train team to use and maintain all field technology (cell phones, laptops, point-of-sale [POS], connected tools, etc.)
  • Ensure that the vans’ preventive maintenance schedules are adhered to and all equipment is operational and functioning with safety/efficiency
  • Control tire inventory flowing from wholesale distributors (WDs) to van operations based at company-owned stores
  • Perform regular audits to ensure that each van's  graphics/exterior (body, mirrors, light