Manager, Operations

• 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

• 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

• 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

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

MTM