Senior Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Operations Manager based in United States.

This is a senior operations leadership role overseeing fleet maintenance and service delivery across multiple regional sites.
You will manage fleet managers, local administrators, and teams of mechanics while serving as a key account leader for customers.
The role combines operational performance, maintenance expertise, customer relationship management, safety, and business oversight.
You will monitor KPIs and SLAs, coordinate repairs and scheduling, and ensure customer assets remain operational and ready for service.
Strong collaboration with internal teams, suppliers, and third-party service providers will be essential to maintaining quality and productivity.
You will also develop operational talent, strengthen safety and EHS performance, and implement best practices across the region.
This fully remote position offers significant ownership and requires up to 40–50% travel to support teams, customers, and regional operations.

Accountabilities:
- Oversee day-to-day service operations across multiple regional sites, including fleet managers, local administrators, and mechanic teams.

- Ensure consistent achievement of customer KPIs, SLAs, productivity targets, quality standards, and compliance requirements.

- Serve as the primary operational account contact, managing customer inquiries, feedback, monthly surveys, and recurring business meetings.

- Coordinate billing inquiries, monthly closeout activities, reporting, and regional performance metrics, including preventive maintenance, DOT, EHS, safety, and other KPIs.

- Monitor scheduling, work progress, system updates, and equipment status to ensure repairs are completed efficiently and customer business units remain informed.

- Plan and coordinate repairs for down or out-of-service assets while overseeing parts, inventory, warranty work, and specialty services.

- Build and manage relationships with suppliers and third-party service vendors supporting fleet maintenance operations.

- Develop and retain operational talent by optimizing team capabilities in partnership with EHS, safety, and training functions.

- Establish effective communication and engagement practices so teams understand business performance, priorities, and operational requirements.

- Take accountability for regional operational performance, continuously identifying and implementing best practices to improve results.

- Lead, coach, and performance-manage Operations and Team Managers to achieve business plans, quality targets, and retention goals.

- Maintain strong customer relationships and proactively address operational challenges to deliver desired outcomes.

Requirements:

- 10+ years of relevant experience managing large fleets, fleet maintenance, or complex maintenance operations.

- Strong technical knowledge of diesel repairs, diagnostics, tooling, inventory management, and fleet management systems.

- Demonstrated experience leading operations, planning, maintenance, and customer service functions.

- Experience overseeing heavy-duty trucks, trailers, equipment, or similarly complex fleet assets.

- Proven ability to manage multi-site operations and lead cross-functional teams using structured project management practices.

- Strong understanding of operational KPIs, SLAs, quality standards, safety, EHS compliance, and business performance metrics.

- Excellent analytical and problem-solving skills with strong business acumen and a results-oriented mindset.

- Strong proficiency with business tools including Outlook, Excel, and PowerPoint, combined with solid data management capabilities.

- Demonstrated ability to attract, develop, coach, and retain high-performing operational teams.

- Excellent written, verbal, interpersonal, and influencing skills, including the ability to work effectively across diverse te