What are the responsibilities and job description for the Manager of Operations (After-hours) (Canada) position at Traffix?
NOTE: This is an after hours role scheduled Tuesday to Saturday 4pm to 1am EST or Friday to Tuesday, Midnight to 9am EST.
Why work at TRAFFIX?
You need to work at TRAFFIX to enjoy our:
What is a Manager of Operations?
As a TRAFFIX Manager of Operations, you will play a vital role in the retention of our valued customers. Your attentiveness to our client’s needs can mean the difference between a satisfied customer who builds a long-term partnership with TRAFFIX and a dissatisfied customer who sends their business to a competitor. You will be the liaison between TRAFFIX and the clients in your care. Your primary responsibility will be to build a strong, professional relationship with your accounts. To do this, you will listen to their needs and assess the challenges they have. In coordination with the sales representative, you will design unique solutions using TRAFFIX's wide range of transportation services to provide the client with value, while making their jobs easier. You will be the frontline contact for the customer and their best friend at TRAFFIX! When a problem arises, or we do not meet expectations, you will work with the client and your team to correct the issue, provide prompt and truthful communication to the customer, and follow up to identify how TRAFFIX can make up for the service failure.
What does a day in the life of a Manager of Operations look like?
A day in the life of a TRAFFIX Manager of Operations could include some or all of the following:
Who are you?
After at least 5 years working in a Manager of Operations role, you have experience with ground transportation, specifically in the States, and have experience managing high-volume movement. You have become an expert multi-tasker, active listener, and excellent communicator with a friendly and confident personality. You have managed a large team of Account Managers and Logistics Coordinators and love getting to know people and building lasting relationships. You display empathy when dealing with client challenges and use emotional intelligence to guide your interactions.
You are a compassionate leader that trusts your team to work hard without being micromanaged; however, you are ready to step in when one of your reports is struggling.
Customer service is the name of the game! You are committed to finding ways to constantly delight your clients to ensure they view TRAFFIX as a valuable business partner.
TRAFFIX gives equal consideration for a job and terms and conditions of employment to all individuals and that the employer does not discriminate based on race, color, religion, age, marital status, national origin, disability or sex including sexual orientation, and gender identity or expression.
Why work at TRAFFIX?
You need to work at TRAFFIX to enjoy our:
- Culture of Respect, Expertise, Collaboration and Entrepreneurship.
- Work with a team that Supports and Respects each other at a company where Diversity, Equity, & Inclusion is a celebrated!
- Choose your own work environment! TRAFFIX offers hybrid work opportunities.
- If you have ideas that you wish someone would listen to - tell us! We love the Entrepreneurial spirit, and we strive for Continuous Improvement!
- Get involved with your community through our partnership with Big Brothers Big Sisters.
- Enjoy Self Improvement opportunities through our Learning Management System and TRAFFIX Academy; or take advantage of our Tuition Reimbursement Program.
- And of course - get paid fairly for your experience with included Benefits!
What is a Manager of Operations?
As a TRAFFIX Manager of Operations, you will play a vital role in the retention of our valued customers. Your attentiveness to our client’s needs can mean the difference between a satisfied customer who builds a long-term partnership with TRAFFIX and a dissatisfied customer who sends their business to a competitor. You will be the liaison between TRAFFIX and the clients in your care. Your primary responsibility will be to build a strong, professional relationship with your accounts. To do this, you will listen to their needs and assess the challenges they have. In coordination with the sales representative, you will design unique solutions using TRAFFIX's wide range of transportation services to provide the client with value, while making their jobs easier. You will be the frontline contact for the customer and their best friend at TRAFFIX! When a problem arises, or we do not meet expectations, you will work with the client and your team to correct the issue, provide prompt and truthful communication to the customer, and follow up to identify how TRAFFIX can make up for the service failure.
What does a day in the life of a Manager of Operations look like?
A day in the life of a TRAFFIX Manager of Operations could include some or all of the following:
- Oversees a larger team of representatives in the operations team • Building and maintaining customer relationships
- Maintain a highly productive team with a positive management style conducive to the TRAFFIX cultural values
- Identifying further business opportunities to expand our business with your clients
- Monitoring trends and changes to a customer’s purchase behavior and following up to determine the root cause
- Transitions and assigns customers from the Sales Executive to Account Managers
- Keeping the sales representative abreast of any changes to the client’s business and resolving any internal issues that may be responsible for those changes
- Proactively identifying potential problems and resolving them before they escalate
- Provide adhoc rates to clients upon request or in response to automated load tendering sites and entering orders into TRAFFIX TMS
- Monitor loading, unloading, and appointments – follow up with customers regarding delays, missed appointments, and late arrivals
- Writing client-specific SOPs and training backup Account Managers to cover you during vacation and/or other time off
- Provide escalation point assistance for high-level issues with load
Who are you?
After at least 5 years working in a Manager of Operations role, you have experience with ground transportation, specifically in the States, and have experience managing high-volume movement. You have become an expert multi-tasker, active listener, and excellent communicator with a friendly and confident personality. You have managed a large team of Account Managers and Logistics Coordinators and love getting to know people and building lasting relationships. You display empathy when dealing with client challenges and use emotional intelligence to guide your interactions.
You are a compassionate leader that trusts your team to work hard without being micromanaged; however, you are ready to step in when one of your reports is struggling.
Customer service is the name of the game! You are committed to finding ways to constantly delight your clients to ensure they view TRAFFIX as a valuable business partner.
TRAFFIX gives equal consideration for a job and terms and conditions of employment to all individuals and that the employer does not discriminate based on race, color, religion, age, marital status, national origin, disability or sex including sexual orientation, and gender identity or expression.
Department: Account Operations
This is a full time position
