Operations Support Center Manager

Amerit Fleet Solutions is seeking an Operations Support Center – Segment Manager to lead our Emergency Roadside Services (ERS) support team. In this role, you will manage customer escalations, vendor relationships, and service delivery for client's fleet operations. You will drive performance through data-driven reporting, vendor accountability, and continuous process improvement while fostering a collaborative and high-performing remote team.

This position is ideal for an experienced leader who thrives in a fast-paced, service-focused environment and has a proven track record of managing distributed teams, ERS operations, and vendor networks.

Compensation: Competitive Salary! Paid weekly, every Friday! Salary range: $80,000-90,000 annually, depending on experience!

The benefits of belonging – what’s in it for you? 

• Full benefits within 30 days
• Medical, dental, vision, prescription drug coverage, life insurance, disability insurance
• 401(k) Match program
• Unlimited vacation, paid holidays, and sick time
• Commitment to your safety through boot and prescription safety glasses reimbursement
• Career and learning development with an extensive training program through our Amerit University
• Employee referral program, up to $1,000 bonus
• ASE certification program with fee reimbursement and bonus
• Employee recognition platform that includes opportunities to redeem points for merchandise
• Employee Assistance Program (EAP)
• 24/7 nurse triage line
• Employee discounts on cell phone service and entertainment tickets
• Employee resource groups (ERGs) that foster inclusion

• Lead, mentor, and develop a high-performing remote ERS Customer Service Coordinator team.
• Oversee the delivery of ERS and scheduled maintenance support, ensuring SLA compliance and
minimal downtime.
• Build, maintain, and expand vendor networks, with a focus on coverage gaps and service quality.
• Manage vendor performance, accountability, and escalation handling to ensure consistent,
high-quality service.
• Create and manage customer-facing performance reports, tracking SLAs, KPIs, and trends.
• Monitor all ERS events to ensure proper coordinator follow-through and customer satisfaction.
• Collaborate with business and commercial leaders to align support initiatives with strategic
objectives.
• Develop and refine processes that streamline operations, increase efficiency, and enhance
customer outcomes.
• Drive a culture of accountability, continuous improvement, and professional growth across the
team.
• Ensure compliance with company policies, procedures, and service guidelines.

• Knowledge & Experience
• 6+ years in customer service, call center, or ERS team management, including remote leadership.
• Strong background in roadside repair support, fleet maintenance, or vendor management.
• Experience with KPI tracking tools, business intelligence reporting, and advanced Excel skills.
• Proven success managing vendors and holding them accountable to performance standards.
• Demonstrated ability to manage multiple priorities and meet strict ERS deadlines.

• Skills & Abilities
• Excellent leadership, coaching, and team development skills.
• Strong problem-solving, decision-making, and process improvement capabilities.
• Ability to collaborate cross-functionally and build strong relationships with customers, vendors, and
internal stakeholders.
• Proficient in learning and leveraging new systems and technologies quickly.

• Education
• Bachelor’s degree in Business or related field, or equivalent work experience.

• Travel
• Occasional travel (<10%) for vendor visits, team meetings, or customer engagements.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly lift and move up to 10 pounds
• Ability to stand, walk, sit, talk or hear
• Frequent use of hands and fingers
• Ability to feel and reach with hands and arms

Are you ready to advance your career with Amerit Fleet Solutions? Apply Today!

https://www.ameritfleetsolutions.com/careers/easy-apply

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