Manager Operations, Major Account Fulfillment

Position: Manager Operations, Major Account Fulfillment

Location: This is a fully onsite position at our Fishers, IN site. Individual must be authorized to work in the United States. 

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You’ll Do

Under general direction, the Manager Operations is responsible for managing prioritization, responsiveness, and fulfillment of key customer functions relating to the legalization of customer fleets.  This includes working directly and routinely with the customer and FA Operations team members on transactional activities in the following areas: base state registrations and renewals, fuel & mileage tax reporting, IRP plating, permits, ad hoc tasks, and related title projects and audits. This role will coordinate with Vehicle Operations Leadership to leverage an intra-departmental team to drive quality and timely fulfillment of customer requirements.  Role also includes leadership in the development of specific customer requirements and proactive communication to optimize workflow management and efficiency.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Responsibilities

• Prioritize and direct the work activities, responsiveness, and execution of intradepartmental personnel to ensure consistent service delivery and customer satisfaction.
• Routinely communicate with assigned customers on their transactional fulfillment, ongoing projects, and strategic initiatives.
• Prepare for and lead routine customer calls and communications, providing detailed updates as required on both tactical and strategic asks.
• Lead development and implementation of Best Practices to drive continuous improvement processes in support of specific customers.
• Ensure the successful attainment of quality outcomes for clients in accordance with SLAs.
• Develop sound and effective working relationships across Fleet Solutions enterprise to enhance collaboration on strategic customer initiatives, business threats and alignment of resources. 
• Work closely with Customer Care and Customer Success colleagues to ensure customer satisfaction and promise fulfillment.
• Mentor, foster, and enforce a customer-centric approach to task prioritization.
• Work closely with State Specialists, IRP/Permits Specialists, Fuel & Mileage Specialists, Title Clerks, and other Vehicle Operations team members to accomplish all required tasks.
• Create a culture of effective change to encourage ideas and creative problem-solving.
• Proactively identify and address customer concerns and opportunities.
• Serve as primary point of escalation for assigned Vehicle customers. 
• Resolve invoice issues for the client by validating work performed.
• Schedule, prepare and deliver Quarterly Business Reviews/Annual Business Reviews with the customer.
• Train customers on use of RoadReady CRM.

What You Will Need to be Successful

Education & Experience:

• High School diploma or equivalent required. Bachelor’s Degree or equivalent work experience required.
• Minimum of 5 years proven operations experience
• Minimum of 5 years progressively responsible management experience
• Fleet management experience within the 48 contiguous U.S. states preferred
• Experience with fuel & mileage, IRP, and permits preferred

What You May Need to be Successful

• Proficiency in the use of metrics and analytics driven to achieve organizational goals
• Excellent analytical and problem-solving skills, with the ability to draw inferences and develop action plans based on empirical data to accomplish desired organizational objectives
• Demonstrated process improvement ability, leveraging processing mapping and analysis to refine workflows, leading to improved efficiencies and quality outcomes
• Proficiency in fostering and managing customer relationships, de-escalating concerns and providing value through need fulfillment
• Ability to manage multiple projects and tasks and achieve quantifiable results
• Proven strength in building relationships and the ability to influence
• Proficiency in leading, coaching and developing staff
• Technical and business management acumen
• Ability to be proactive and creative in resolving challenging day-to-day business problems
• Successful track record of achieving long-term strategic objectives
• Excellent communication and presentation skills, with the ability to effectively interact with all levels of internal and external partners
• Knowledge of Microsoft Office Suite and other business-related software
• Proficiency in use of Excel and CRM software

Physical Requirements:

This role is largely sedentary in nature and involves sitting for long periods of time. The role requires the ability to hear and talk as well as to see data and adjust visual focus for computer and paper tasks, read, type, lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary.

Supervisory Requirements:

Inclusive of hiring, performance management, coaching, mentoring, timecard/PTO approvals, annual performance reviews, disciplinary action and daily management of the team and workflows.

Working Environment:

This job operates in a professional office environment onsite daily in the Fishers, Indiana, First Advantage Office. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, calculators, and filing cabinets.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties, responsibilities and requirements.

Why Join Us at First Advantage?

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program

Additional benefits offered for eligible employees include:   

• Ability to work remotely with occasional business travel.    
• Medical, Vision, Dental, and supplementary benefit plans 
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)  
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays   
• Access to tech and growth opportunities, and leaders who want you to succeed!

What Are You Waiting For? Apply Today!

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $80-87k. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

We have great people here and are looking for more. Come join us!
 

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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.