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.

How you'll make an impact

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.