Summary
The Centralized Maintenance Operation (CMO) Manager is a member of the Fleet Operations team, responsible for overseeing the coordination of vehicle maintenance and repair needs efficiently across an assigned geographic area. This role owns team-level performance against operating ratio, cycle time, and service quality targets; coaches and develops CMO Representatives; and serves as the escalation point for complex vendor, warranty, or repair issues beyond an individual agent's authority. The ideal candidate is a strong coach with fleet or call center leadership experience who thrives managing a remote team in a fast-paced environment.
Escalated Vendor & Repair Oversight
• Serve as the escalation point for repair timelines, cost disputes, and vendor performance issues beyond an agent's scope.
• Review and approve exceptions to preferred-vendor assignment, warranty determinations, and high-cost repair authorizations.
• Support agents in negotiating with vendors on repair time, parts cost, and turnaround for complex or contested cases.
Performance Management & Reporting
• Track team-level performance against Operating Ratio, repair cycle time, vendor utilization, and satisfaction targets.
• Roll up fleet performance, repair trend, and vendor efficiency reporting for the Regional Fleet Manager.
• Identify patterns across the team, such as a recurring vendor delay or a data quality gap, and act on them before they show up in company-wide metrics.
Process, Vendor Network & Continuous Improvement
• Standardize CMO processes and training materials so service quality doesn't depend on which agent takes the call.
• Maintain and expand the preferred vendor network in the team's geographic area, working with procurement on contract terms.
• Audit Fleet Management System (FMS) data quality across the team and correct gaps in service records used for reporting and tracking.
Cross-Functional Collaboration
• Partner with the Regional Fleet Manager on staffing, escalations, and performance against fleet objectives.
• Build relationships with site management leadership and repair vendors to keep communication and service delivery smooth at scale.
Team Collaboration & Leadership
• Hire, onboard, and train CMO Representatives, building a team capable of consistent, accurate service coordination.
• Coach agents on call quality, data entry accuracy, and vendor negotiation, using individual KPI performance to guide development plans.
• Conduct regular one-on-ones and performance reviews, addressing skill or performance gaps before they affect fleet availability.
• Own scheduling and coverage across the team to ensure the call center is staffed for site manager needs.
• Be a leader by example and live our overall purpose and core values. Foster communication, collaboration, diversity, inclusion, innovation and a productive team environment.
• Promote a business partner and ownership mindset to the team to prioritize customer service excellence, adaptability and resilience to change and continuous improvement.
• Other tasks as assigned.
#LI-REMOTE Pay Range: 87000.00-97000.00 per_year, General Benefits:
Qualifications and Experience
• High school diploma or equivalent required; Associate's or Bachelor's degree in Business Administration or a related field is a plus.
• 3+ years of experience in fleet maintenance coordination, service writing, or a call center environment.
• 1+ years of experience directly supervising or leading a team, preferably in a call center, fleet, or service operation.
• Strong working knowledge of FMS, vendor networks, and warranty processes.
• Previous service writing or mechanic experience required.
• Demonstrated ability to coach and develop team members toward individual and team performance targets.
• Solutions-oriented, with strong critical thinking and problem-solving skills for escalated or ambiguous issues.
• Excellent communication and interpersonal skills, with the ability to represent the team to the Regional Fleet Manager and site leadership.
• Comfortable managing a remote team in a fast-paced, dynamic environment.
• Proficiency with Microsoft Office (Word, Excel, Teams, Outlook, etc.).
• Experience using or willingness to learn approved AI/LLM and automation tools is a plus.
• Must be flexible and adaptable to the ever-changing market and Lazer Logistics objectives and goals.
• Strong business acumen and entrepreneurial/commercial mindset.
• Strong ethical and integrity code.
• Ability to collaborate and work well in a fast-paced/dynamic team environment.
• Commitment to promoting diversity and inclusion with team and vendors.
• Ability to seek and navigate through challenges by maintaining optimism, respect, and dedication to Lazer Logistics' overall purpose and core values.