Service Operations Manager

Requisition #:14958Functional Area: Leadership; Customer Service; Office/Clerical; Operations; TransportationEmployment Type: Full-TimeWork Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh areaWork Hours: standardPosition Summary This office operations leadership position is responsible for the delivery of managed services, ensuring processes are completed on-time and with high quality, productivity objectives are met and internal/external customer/client service expectations are fulfilled. In this role you will be responsible for leading a large team (50 plus associates) including two Associate Managers as direct reports. This role is partial remote meaning you have the flexibility to work in the office part of the work week while working the remaining days at home.Job Responsibilities Leads, develops and coaches team: - Provides clear expectations, feedback and recognition - Participates in the hiring/selection process - Writes and conducts performance evaluations and progress reports - Handles associate relations issues Delivers results in line with the following key metrics/accountabilities: - Associate development and retention - Budget control -Client loyalty and retention objectives - Revenue and gross margin objective - Service line productivity objectives Assists sales staff with engineering and closing complex Managed Services business; including participating in customer calls and on-site presentations, providing service-related expertise, engineering solutions and setting pricing. Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements and internal productivity gains using Lean and other process re-engineering principles. Facilitates continuous process improvements for the department and the company as a whole. Acquires and maintains expertise on state and federal transportation regulations. Monitors and assesses regulatory changes, communicates regulatory information to staff and clients, and assists in modifying services to accommodate regulatory changes. Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive account management principles, inter-service communication and business unit integration. Manages expenses in line with departmental budgets and corporate business conditions. Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities. Adheres to the department's data security policies pertaining to Personal Identification Information. Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines. Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace. Qualifications Education: Bachelor's Degree inBusiness Related Field. In lieu of bachelor's degree, additional 3 years of closely related work experience will be considered. Experience: 5+ years of experience in an operation leadership role with a progressive organization. Other Skills/Qualifications :Prior process improvement experience required with exposure to LEAN Management principles a plus. Prior experience within the transportation industry desirable. Ability to develop and implement growth plans and programs. Strong verbal and written communication skills. Strong organizational and time management skills. Physical Requirements Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.Travel Requirement: 10%Other Information At J. J. Keller, weare Difference Makers because the work we do truly matters. We protect people's lives every day. In fact, more than 90% of Fortune1000 companies rely on J. J. Keller to help create safe work environments. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J.J. Keller.Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.! If you experience system-related issues or need assistance with the online application, please call .Not the right role for you, but know someone who could be a great fit? Refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired. Learn more here .A Safe Environment During COVID-19: At J. J. Keller, our purpose is to protect people - our clients and our associates. We use CDC-recommended best practices to ensure the healthiest workplace possible, and our Environment Health & Safety Team continuously monitors our pandemic protocols. During COVID-19, associates have given J. J. Keller high scores for keeping them informed and safe.J. J. Keller & Associates, Inc. isan Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.Nearest Major Market: Oshkosh Nearest Secondary Market: Appleton Job Segment: Operations Manager, Service Manager, Engineer, Clerical, Operations, Customer Service, Engineering, Administrative