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.

• Bachelor’s degree preferred; equivalent experience accepted in lieu of degree.

• Minimum 5 years of experience with progressive responsibility in a call center, logistics, transportation, production, manufacturing, or similar environment.

• Experience within large teams and multiple levels of leadership.

• Logistics, fleet management, transportation, or customer service experience preferred.

• Advanced computer proficiency to include reporting and workforce management systems.

• Outstanding communication, presentation, and relationship-building skills.

• Strong analytical thinking and problem-solving abilities.

• Ability to balance short-term operational demands with long-term organizational initiatives.

• Ability to influence stakeholders across multiple departments and organizational levels.

• Regular, predictable, full attendance is an essential function of the job

• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer