Apply Now

Director, Operations - Transportation

• Posted 2 days ago • Updated 10 hours ago

Full Time

On-site

Fitment

Dice Job Match Score™

🔢 Crunching numbers...

Job Details

Skills

FLSA
Supervision
Knowledge Management
Mentorship
Regulatory Compliance
Product Management
Quality Assurance
Customer Satisfaction
Documentation
Knowledge Base
Root Cause Analysis
Collaboration
Technical Support
Recruiting
Forecasting
Resource Allocation
Customer Service
Continuous Improvement
Information Technology
Computer Science
Management Information Systems
Customer Support
Customer Facing
SLA
DMV
SaaS
Cloud Computing
ITIL
JIRA
Microsoft Azure
DevOps
ServiceNow
Management
Software Development
Software Development Methodology
Dashboard
Reporting
Project Management
Service Management
Customer Focus
Leadership
Team Building
Incident Management
Problem Solving
Decision-making
Communication
Stakeholder Management
Process Improvement
Service Delivery Management
Escalation Management
Accountability
Strategic Thinking
Conflict Resolution
Operational Excellence

FLSA
Supervision
Knowledge Management
Mentorship
Regulatory Compliance
Product Management
Quality Assurance
Customer Satisfaction
Documentation
Knowledge Base
Root Cause Analysis
Collaboration
Technical Support
Recruiting
Forecasting
Resource Allocation
Customer Service
Continuous Improvement
Information Technology
Computer Science
Management Information Systems
Customer Support
Customer Facing
SLA
DMV
SaaS
Cloud Computing
ITIL
JIRA
Microsoft Azure
DevOps
ServiceNow
Management
Software Development
Software Development Methodology
Dashboard
Reporting
Project Management
Service Management
Customer Focus
Leadership
Team Building
Incident Management
Problem Solving
Decision-making
Communication
Stakeholder Management
Process Improvement
Service Delivery Management
Escalation Management
Accountability
Strategic Thinking
Conflict Resolution
Operational Excellence

Summary

JOB TITLE: Director of Operations - Transportation

FLSA STATUS: Exempt

DEPARTMENT: Transportation

REPORTS TO: Vice President, Product

SUPERVISORY RESPONSIBILITIES: Yes

JOB LOCATION: Remote

TRAVEL: 5-10%

SUMMARY OF POSITION

The Director of Operations drives accountability, support performance, customer satisfaction, knowledge management, and continuous improvement initiatives while ensuring support operations align with contractual obligations, regulatory requirements, and organizational objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES

Lead, mentor, and manage support analysts and other support personnel.

Establish and enforce support processes, procedures, and service standards.

Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues.

Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues.

Serve as the primary escalation point for unresolved support incidents and coordinate resources necessary to achieve resolution.

Facilitate communication between customers, support staff, product management, development teams, quality assurance teams, and leadership.

Track, report, and improve key support performance indicators, including response times, resolution times, customer satisfaction, and SLA adherence.

Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures.

Coordinate root cause analysis activities for significant incidents and ensure corrective actions are implemented.

Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions.

Support software releases, production deployments, and post-implementation support activities as required.

Participate in customer meetings, status reviews, escalation calls, and operational governance meetings.

Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership.

Assist with staffing plans, workload forecasting, and resource allocation.

Promote a culture of accountability, customer service excellence, continuous improvement, and operational discipline.

Ensure support activities comply with company policies, security standards, contractual requirements, and applicable regulations.

Other duties as assigned.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE)

Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent work experience.

5+ years of experience in software, application, technical, or customer support environments.

2+ years of experience leading support teams or managing support operations.

Experience managing incident escalation processes and customer-facing communications.

Experience working with ticketing and service management platforms.

Strong understanding of SLA-driven support operations.

Excellent written, verbal, and interpersonal communication skills.

Proven ability to manage multiple priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)

Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications.

Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems.

Familiarity with ITIL principles and service management best practices.

Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools.

Knowledge of software development lifecycle (SDLC) processes.

Experience creating support metrics dashboards and operational reporting.

Project management or service management certifications are a plus.

Experience supporting mission-critical systems with strict contractual SLAs.

KEY COMPETENCIES

Customer Focus

Leadership and Team Development

Incident Management

Problem Solving and Decision Making

Communication and Stakeholder Management

Process Improvement

Service Delivery Management

Escalation Management

Accountability and Ownership

Strategic Thinking

Conflict Resolution

Operational Excellence

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90922487
Position Id: 24743187
Posted 2 days ago

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Nashville, Tennessee

•

Today

Job Description The OCI Supply Chain Organization is responsible for delivering the global logistics network that powers Oracle Cloud Infrastructure. The Orders & Logistics team manages transportation strategy, carrier operations, freight execution, and cross-functional supply chain programs that enable the timely deployment of cloud infrastructure across Oracle's global data center footprint. Responsibilities Oracle Cloud Infrastructure is seeking an experienced Order Fulfillment / Logistics

Full-time

USD 102,300.00 - 209,500.00 per year

Manager, IT Service Delivery & Enterprise Applications- Remote (Anywhere in the U.S.)

Remote

•

Today

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation's top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk. Managers, IT Service Delivery & Enterprise Ap

Full-time

- IT Operations and Service Delivery Manager, AVP

New Jersey

•

Today

Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world's leading financial groups. Across the globe, we're 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world. With a vision to be the world's most trusted financial gro

Full-time

USD 110,000.00 - 165,000.00 per year

IT Operations & Maintenance (O&M) Lead

District of Columbia

•

Today

Overview CVP is seeking an experienced IT Operations & Maintenance Lead to oversee day-to-day IT operations, end-user support, remote troubleshooting, and service desk management for the DHS. This Key Personnel role is responsible for ensuring operational excellence, high customer satisfaction (CSAT), and continuous service improvement across a diverse federal IT environment supporting the Homeland Security Enterprise (HSE). The IT O&M Lead will manage all aspects of ITSM operations in alignmen

Full-time

Search all similar jobs

Director, Operations - Transportation

Dice Job Match Score™

Job Details

Skills

Summary

Similar Jobs