Ryder Job - 31014297 | CareerArc
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Company: Ryder
Location: Franklin, TN
Career Level: Mid-Senior Level
Industries: Transportation, Logistics, Trucking


Job ID: 2019-80882

Position Description

The Employee Services (ES) Operations Manager is responsible for leading operational excellence, and for optimizing and scaling all aspects of HR Employee Services with a deep focus on employee experience, operational excellence and continuous improvement. The ES Operations Manager will also strategically plan and execute against key HR Employee Services objectives and priorities. The ES Operations Manager interacts with the Knowledge Manager, Contact Center Supervisor, and Data Administration Supervisor to solve issues to help improve the employee and customer experience.


  • Bachelor's degree in Business Administration, Human Resources or related field
  • Six (6) years or more of progressive experience in HR, people operations, or related experience
  • Two (2) years or more of experience managing teams or contact center environment (Human Resources, Shared Services, etc.)
  • Two (2) years or more experience as an HR professional in an agency or professional services environment preferred
  • Highly organized, detail oriented, and able to meet aggressive deadlines, while managing multiple tasks in a fast-paced environment
  • Able to influence and lead others and possess a high level of emotional intelligence
  • A self-starter with a drive for results
  • An individual with a strategic mindset and business acumen
  • Professional with a high level of integrity and the ability to be a hands-on team player
  • Understand the nuances of case management systems along with Workday / Software as a Service (SaaS) offerings (advanced level)


  • Accountable for setting overall contact center and data administration strategic direction for Employee Services
  • Monitor achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for operational excellence through performance dashboard. Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner
  • Coach and mentor Contact Center Supervisor and Data Administration Supervisor on all aspects of the operations
  • Support day-to-day escalations for operational excellence issues
  • Monitor and evaluates employee satisfaction and attrition levels and recommends strategies and employee-focused programs and activities aimed to improve employee engagement and retention
  • Performs other duties as assigned

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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