Transportation Support Services Manager

The Manager, Transportation Support Services (TSS) is responsible for the day-to-day operational performance, financial management, and people leadership of the Transportation Support Services operations.

TSS is a 24/7, 365-day contact center supporting Penske customers and operations through a workforce of up to 100 associates and 20 supervisors and leads.

This role is accountable for workforce management, hiring, onboarding, training, quality assurance, associate development, performance management, and operational execution.

The Manager ensures delivery of exceptional customer service, achievement of key performance metrics, operational efficiency, workforce effectiveness, and alignment with Penske business objectives.

The role serves as a key liaison between internal customers, department leadership and support partners while driving continuous improvement initiatives and developing talent, and fostering a culture of accountability, engagement, and operational excellence.

Schedule: Monday - Friday 12pm - 9pm (Must be flexible to work other hours/days due to business needs - position supports 24/7 operation)

• Provide day-to-day leadership and direction for the TSS operations within a 24/7, 365-day contact center environment
• Manage daily workflow, staffing levels, productivity, service levels, schedule adherence
• and customer response metrics to ensure operational objectives are achieved.
• Build and maintain effective working relationships with customers and operational partners to ensure service expectations are met.
• Serve as the escalation point for complex customer concerns, operational disruptions, and service recovery situations.
• Identify and implement process improvements that enhance service delivery, associate effectiveness, and productivity.
• Prepare and present operational performance updates, trends, and recommendations to department leadership.
• Communicate effectively across all levels of the organization, inspire engagement, reinforce departmental priorities, and serve as a role model for service excellence and leadership.
• Manage departmental staffing plans and operating expenses while ensuring accurate customer billing and adherence to established financial controls.
• Ensure accurate internal cost allocations and financial controls.
• Lead recruiting, hiring, onboarding, coaching, performance management, succession planning, and associate development.
• Drive employee engagement, retention, and leadership development initiatives.
• Foster a culture focused on safety, accountability, customer service, teamwork, and continuous improvement.
• Other projects and tasks as assigned.