Manager, Operations

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Manager, Operations will have ultimate responsibility for delivering a high level of service to our members and vendors every day, ensuring high operational standards and satisfaction within an assigned geographic area. The primary function of the Manager, Operations is to provide oversight for Transportation Provider relationships as well as identified members that need to be care coordinated. Driving member satisfaction, logistics network management, field monitoring, and financial analysis of transportation costs within the assigned region. The Manager, Operations will work with Regional Care Coordinator (RCC) team, as well as act as a liaison with the Contact Center to remediate any service issues and resolve client concerns.

Must Reside in Rhode Island.

What You’ll Do:

• Manage and oversee all operational aspects of Regional Care Coordination and Logistics, within assigned region
• Ensure the local Logistics teams are evaluating performance of transportation providers and holding them accountable for a variety of metrics, including, but not limited to: on time performance, cost and customer service satisfaction
• Provide support for organization initiatives in the assigned region
• Partner with Vendor Recruiting to understand the network need and initiate any recruitment efforts needed
• Work with the Regional Care Coordinator team and Contact Center to ensure all are setting the most appropriate and lowest cost mode of transportation, leveraging public transit and gas mileage reimbursement to the fullest extent possible
• Act as Contact Center liaison, support local leadership in assuring RCC and CCRs are fully competent on contract specific metrics and consistently striving to meet SLAs
• Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate procedures and objectives
• Direct field monitoring and issuing of performance improvement plans (PIP) for transportation providers’ subpar performance
• Ensure transportation providers (TPs) are educated and trained in accordance with MTM and contract specific requirements
• Ensure TP’s are compliant with all requirements, training, credentials and policies
• Participate in planning, revisions, implementation, and execution of updated amendments and/or regulations
• Analyze complaint trends and identify root cause
• Responsible for daily guidance, development and performance of all direct reports
• Provide contract and MTM policy interpretation and assistance to all regional team members
• Facilitate provider town halls, and support Program Director at conventions and seminars
• Support the leadership team in assuring client deliverables are met and serve as backup in their absence
• Regular attendance is required
• Other duties as assigned

What You'll Need:

Experience, Education, & Certification:

• High School Diploma or G.E.D.
• College degree or four years of related work experience
• 5+ years of previous experience in transportation, logistics, operations, or fleet management is required
• 4+ years of previous experience in management or in a proven leadership role
• Experience contracting and negotiations
• Must possess a valid driver’s license

Skills:

• Demonstrate excellent time management skills
• Execute for results
• Excellent public speaking and presentation skills
• Knowledge of transportation logistics
• Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
• Ability to establish and maintain operational structure • Excellent problem-solving skills with the ability to anticipate and resolve problems
• Strong persuasion and negotiation skills
• Moderate skills in Microsoft Office
• Analytical in using data to drive operational and cost improvement
• Demonstrate a high level of ownership
• Must be able to demonstrate strong customer service skills
• Ability to maintain positive and team focused during high stress situations • Excellent communication skills
• Ability to maintain high level of confidentiality
• Must be able to communicate with staff of all job levels professionally
• Ability to prioritize assigned projects, incidents, and requests
• Ability to identify with customers' needs and circumstances
• Ability to recognize, handle and refer situations of an emergent nature
• Adhere to all MTM established protocols and policies
• Regular attendance

Even Better If You Have:

• Experience managing a fleet of vehicles, preferred
• Minimum 2 years’ experience as an Account Manager or relevant related experience, strongly preferred

What’s in it for you:

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Flexible Scheduling

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Birthday Holiday

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Milestone Anniversary One Month Sabbatical

• Leadership Mentoring Opportunities

Salary Range:

Salary Min: $65,000

Salary Max: $75,000

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.