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Operations Manager, Executive Response Team

Brentwood, TN, USA Req #5292
Thursday, September 22, 2022

What We Need

FLEETCOR is currently looking to hire an Operations Manager, Executive Response within our NA Fuel line of business and is located in Brentwood, TN. In this role, you will be responsible for managing a team of Customer Relations Representatives to ensure account implementation processes and service standards are met as defined by completion cycles for each product/customer implementation. You will report directly to the Senior Manager of Operations and regularly collaborate with various departments.

 

How We Work

As an Operations Manager, Executive Response, you will be expected to work in a hybrid environment. FLEETCOR will set you up for success by providing:

  • Assigned workspace in Brentwood, TN
  • Company-issued equipment including remote access

Role Responsibilities

The responsibilities of the role will include:

  • Managing a team that handles complaints that reach a company executive from a customer, merchant or via a third-party or law office; also manages complaints posted via online social media and review platforms to ensure compliance to company policy including resolution within required timelines
  • Developing and implementing plans to help ramp revenue or increase customer reliance on Comdata through better technical solutions
  • Providing ongoing client support and relationship management, focusing on account retention, while striving to anticipate needs and pro-actively exceed customer expectations
  • Working closely with Sales to structure all implementation activities to maximize the speed of revenue ramp and prepare clients to transition to Customer Relations for ongoing support
  • Working with Sales, in partnership with Sales, to strengthen client relationships, increase existing revenue streams and account automation, and identify cross selling opportunities
  • Attending Sales meetings to communicate and discuss issues related to customers or department performance
  • Providing details on ongoing projects that impact customers
  • Utilizing a broad set of operational planning and performance measurement tools to ensure all department productivity/service goals and commitments are successfully met
  • Creating implementation plans and review communications regarding any process changes and project needs that are customer impacting
  • Verifying content accuracy and ensure all associates are trained on the new process or project requirements

Qualifications & Skills

  • Bachelor’s Degree and/or Customer Service Management is required
  • 3 + years related management and customer relationship experience; or equivalent combination of education and experience
  • Possess or quickly acquire an in-depth knowledge of the company’s products and services and functions required to retain and grow our customer base
  • Strong knowledge of project or function management is required
  • Strong level of personal organization with excellent oral/written communication skills
  • Must be detail oriented, with the ability to handle multiple assignments promptly and effectively
  • Demonstrated ability to work calmly in a fast-paced team environment while effectively managing multiple tasks
  • Superior telephone etiquette and customer service skills are required, with the ability to react quickly and decisively to resolve customer issues
  • Must have excellent customer service and communication skills with a solid understanding of Comdata’s products and services

Benefits & Perks

  • Medical, Dental & Vision benefits available the 1st month after hire
  • Automatic enrollment into our 401k plan (subject to eligibility requirements)
  • Virtual fitness classes offered company-wide
  • Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
  • Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
  • Philanthropic support with both local and national organizations
  • Fun culture with company-wide contests and prizes

Our Company & Purpose

FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.   


We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.


FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

  • Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
  • Empowering our people to share their experiences and ideas through open forums and individual conversations; and
  • Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. #LI-KZ1 #LI-Hybrid

Other details

  • Job Family Managers
  • Pay Type Salary
Location on Google Maps
  • Brentwood, TN, USA