Manager, Special Programs

The Manager, Special Programs will work closely with the Special Programs team and the business on account management business functions including, but not limited to, vendor activation, contract review, execution and setup, lifecycle vendor and supply chain management activities as well as internal and external inquiry/issue resolution. Manages a team of direct reports by providing leadership, coaching and guidance, including regular informal discussions on ongoing projects, coaching meetings on how to improve performance and semi-annual performance reviews.

Job Description:

JOB OVERVIEW
The Manager, Special Programs will work closely with the Special Programs team and the business on account management business functions including, but not limited to, vendor activation, contract review, execution and setup, lifecycle vendor and supply chain management activities as well as internal and external inquiry/issue resolution. Responsibilities include documenting processes, roles and responsibilities, researching and clearing bottlenecks within the supply chain, and establishing effective communication with internal and external stakeholders. The Special Programs Manager should be able to manage multiple competing deliverables while delivering excellent service to the client(s).
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Manages the special program client processes within various business functions including, but not limited to:
  • Vendor activation and SLA/SOW set up and review.
  • Regular supply chain health reviews and vendor management activities
  • Manage the upstream, in-life and downstream vendors involved with the lifecycle activities of customer vehicles and provide support to client(s) where needed
  • Ensure that vendor business reviews, SLAs, and overall performance are managed, while containing and appropriately managing costs for client(s).
  • Works cross-functionally to assist with all client questions/issues and work with program specialists under the Program Director and the business to resolve.
  • Performs functions in accordance with the contractual SLA between Lessee, client(s) and/or vendor(s) within the customer supply chain.
  • Identifies process efficiency opportunities for Wheels and our vendor network to improve upon and grow client satisfaction.
  • Ensures that departmental processes are designed and implemented in a way to mitigate operational risks / losses.
  • Identifies complex problems and reviews related information to develop and evaluate options and implement solutions.
• Other Duties:
  • Communicates with senior and executive leadership and functional area managers regarding status of the program and specific projects.
  • Continuously validates the client setup process to ensure accuracy and maximize efficiency both operationally and financially.
  • Reviews data integrity for all qualitative and quantitative system entries, including billing and reports provided to clients.
  • Constantly improves knowledge of Wheels systems, programs and services. Wheels may provide additional professional skill development.
  • Provides reporting to special accounts as needed to increase client's ability to manage their business effectively and efficiently, including agreed upon monthly or quarterly metrics.
  • Other duties and responsibilities as assigned to ensure overall departmental efficiency.

LEADERSHIP RESPONSIBILITIESNumber of Direct Reports:

• 4

Number of Indirect Reports:Budget/PNL Responsibility:Leadership Responsibilities Strategy:

• This position's leadership responsibilities involve demonstrating ethics and integrity, developing adaptability, displaying drive and purpose, and exhibiting leadership stature.
• Manages a team of direct reports by providing leadership, coaching and guidance, including regular informal discussions on ongoing projects, coaching meetings on how to improve performance and semi-annual performance reviews.
• Leads the Rapid Response Team and demonstrates informal influence to cross-functional team members.

COMPETENCIES - SKILLS

• Professionally communicates to both internal and external customers and portray the knowledge, confidence, and meticulousness of a manager and team leader.
• Demonstrates above average judgment and decision-making abilities. Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Able to tactfully handle multiple competing longer and shorter-term timelines, while working with team members and direct reports to ensure service excellence towards all work.
• Problem solver, good negotiating skills and the ability to stay objective when interacting with dealers.

EDUCATION AND EXPERIENCE

• Bachelor's Degree or five + years of prior client-facing experience required preferably working in the Fleet Leasing, Financial Services or Tech industries.
• Three to five years' experience managing and developing teams in a fast-paced environment.
• Previous vendor management experience required.
• Fleet operations experience preferred.
• Intermediate level or higher knowledge