FLEET SR MANAGER

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Job description

Work Where You Matter:
At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive.

Company Overview:
Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day. by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at .

Job Details:
General Summary:

The Transportation Operations Center (TOC), Sr. Manager, provides on-site leadership, overseeing all TOC operations and supporting the organization's overall transportation strategy. Reporting to the Senior Director of Transportation, this role is accountable for guiding and developing the TOC team, collaborating cross-functionally to drive service excellence, and managing key TOC metrics. This leader partners with departments such as Outbound Transportation, Private Fleet, Store Operations, IT, HR, and SSC leaders to streamline processes and deliver high-quality service.

Duties & Responsibilities:

Strategic Leadership and Team Oversight - 40%

Lead and manage TOC operations of 35+ associates, aligning daily activities with company goals and strategic objectives.

Supervises TOC Customer Service Team and collaborates with Sr.Systems Support Manager, fostering teamwork and collaboration across functions.

Drive continuous improvement across TOC operations, setting and enforcing standards for quality, efficiency, and service excellence.

Ensure alignment with the Senior Director's vision, providing updates on progress and initiatives.

Collaboration with Key Partners - 25%

Partner closely with Outbound Transportation, Private Fleet, Store Operations, IT, HR, and SSC leaders to ensure seamless cross-functional operations.

Serve as the TOC's primary point of contact for interdepartmental communication, facilitating resolution of operational issues.

Work closely with the IT and TOC Systems Support Manager to identify and plan for future technology needs and advancements.

Represent TOC in strategy discussions, aligning TOC initiatives with fleet and transportation goals.

Operational Performance and Quality Control - 15%

Oversee TOC operational metrics, including call handling and case resolution times, ensuring performance goals are met.

Develop and enforce quality control standards for customer service within the TOC.

Promote a culture of excellence in TOC service delivery and quality.

Executive Communication and Reporting - 15%

Prepare and deliver executive-level reports on TOC performance, including strategic insights and improvement recommendations.

Provide data-driven analysis to support decision-making and organizational objectives.

Develop presentations for senior leadership that highlight TOC's performance, key metrics, and ongoing initiatives.

Training and Development Oversight - 10%

Oversee training and development across the TOC, ensuring staff are fully equipped with necessary skills and knowledge.

Lead the creation of training materials, working closely with internal partners to align content with TOC standards.

Continuously assess and improve training effectiveness to support team growth and development.

Qualifications:
Knowledge, Skills and Abilities (KSAs):

• Proven experience in managing a contact center, preferably within a transportation or retail organization.

• Strong leadership skills, with the ability to lead cross-functional teams and manage multiple priorities.

• Deep understanding of customer service metrics, quality standards, and contact center technologies.

• Excellent collaboration and communication skills, especially in partnering with IT, HR, and transportation teams.

• Analytical skills with the ability to interpret performance data and drive continuous improvement.

Work Experience &/or Education:

Bachelor's degree in Transportation, Supply Chain Management, Business Administration, or a related field (preferred).

7+ years of experience in managing contact center operations preferably within a transportation or retail environment.

Proven track record of leading teams in a high-volume customer service or transportation operations setting.

Experience working with contact center technologies, such as ServiceNow or similar platforms.

Demonstrated experience in collaborating with IT, operations, and other key departments to drive operational excellence.

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