What You’ll Do:

To direct and control the day to day operation of the Xpress Roadside Assistance (XRA) department. This will include all contacts with vendors, drivers, Fleet Operations, and Fleet Service Coordinators to expedite repairs in a timely yet cost effective manner.

Partner with XRA director to manage strategies for all company owned assets needing assistance over the road.Sustain improved processes using key performance indicators to ensure results delivered continually.Assist Director with daily tasks and responsibilities and provide data driven feedback to assist in departmental improvement needs. Ensure ready equipment over the road is returned to operation with minimal delays while communicating with all necessary stakeholders involved in the process; coordinate with stakeholders of Fleet Operations and Asset Management Teams to devise and execute strategy to improve and maximize equipment utilization.

Identify training and development needs within the department and manage employees and leaders in area of responsibility:

Manage hiring, coaching, and evaluating of employees.
Conduct performance evaluations and ensure the development of all XRA team members including periodic coaching to ensure team member achieves growth goals.Develop and educate XRA team through administration of OEM training, problem solving skillset, coaching and conflict resolution techniques, and Microsoft Office suite training classesProvide effective and advanced leadership development strategies to align with leadership succession planning.Create clear succession plan for XRA team members; identify desired career path(s), build plan to support team member’s growth.Evaluate and document Agent performance in accordance with company policies.Plan and supervise execution of scheduling and staffing manpower needs to ensure efficient and effective coverage of departmental duties and responsibilities; monitor and review telephony system to ensure that caller wait times are minimized.Evaluate, design, and lead the implementation of department operation, policy improvements and cost control measures; communicate issues and recommendations for changes to the Director and report discrepancies immediately.

Implement, manage, and evaluate U.S. Xpress over the road vendor network:

Work with XRA Director and SrVp of Equipment for future strategy and price control; work with shop management to identify and establish preferred vendor network across all SBUs.Approve vendor invoices for pre-determined expense hierarch: review sample vendor invoices to ensure cost effectiveness and confirm alignment with industry standards for:documentation of diagnosis and correction, time to repair, price for labor and parts.Administer preferred vendor network program including: score existing and new vendors, identify new preferred vendors in markets that have opportunities, monitor KPI to ensure attainment of target % spend with preferred vendors, develop and implement tools to guide front-line team member selection of preferred vendor for each opportunity.Monitor and ensure area of responsibility’s compliance with company quality and safety standards, policies, procedures, directives, and government regulations by developing, distributing, and/or maintaining procedures and supporting documentation (e.g. conduct periodic audits); certify compliance with all corporate expectations for:  safety, quality, policies, FMCSA requirements & insurance   

Safeguard and prevent fraud within the department:

Identify customer concerns by listening and informing leadership as needed so corrective action can be taken to resolve.Monitor Sarbanes-Oxley (SOX) controls within XRA to prevent fraudulent transactions.Review lease and owner-operator charges to ensure correct billing and timely closure of any open work order; work in parallel to Contract Maintenance to ensure best interest of USX and drivers.Facilitate Trailer Sale and Wreck Process.Update and deliver daily out of service reports to several levels of leadership daily:Drive daily function in coordination with various reporting to include truck and trailer down reports and various needs within operational business segmentsDocument key actions and concerns in weekly report and define plan for next week.Lead and support projects both internal and external to XRA, serve as team member to projects, mentor XRA team members engaged in projects.