Manager, Elite

Job Description
The Manager, Elite grows the overall business unit in an industry specific vertical measured by Revenue, Net Revenue, and Shipment Count. This position oversees all aspects of the day-to-day operations as it relates to quoting, booking, and maintenance of their respected customer base. The Manager, Elite also improves and maintains customer satisfaction by monitoring and managing on-time performance, secure ratio, and overall staff performance. This position has final decision-making authority on all day-to-day operational matters except for those regulated by established standard operating procedures.
Responsibilities
- Hire, develop, monitor, and hold accountable a team consisting of logistics specialists and operations supervisors in accordance with corporate expectations (i.e. FDA Good Distribution Practices, government clearance, or maintaining high-security or high-value shipments).
- Collaborate across all other verticals to support ELITE business to include Air Charter, Lift Gate, Care and Handling and Temperature Controlled requirements.
- Conduct phone audits for Logistics Specialists to provide feedback on performance.
- Provide feedback to training department on the training needs of individual staff.
- Grow and foster a book of business,
- Work with other Operations Managers, Directors, and sales to establish strategic customer partnerships, increase market penetration, and ensure proper communication and customer experience is met.
- Ensure customer onboarding process is completed accurately for new opportunities.
- Measure, monitor and analyze all KPI data associated with employee and operations performance within the department such as ICSE, EMP and IQS compliance.
- Work with the Director of Ground Expedited Operations to develop Corrective Actions based on adverse KPI output trends
- Maintain a high level of attention to detail on our customer base and requirements relating to premium logistics.
- Collaborate with GOLD team on all driver, fulfillment, and dispatch obligations.
- Create a spot quote environment that maximizes fleet efficiencies, competencies, and overall health.
- Comply and maintain all Security Clearance and DOD specific requirements.
- Manage Fleet compliance and profitability in collaboration with the Network and organizational goals.
- Participate in, coach, and develop new contractors in the Life Sciences temperature control fleet.
- Assist corporate pricing with RFQ requests.
- Collaborate with the finance team to ensure customer billing requirements are documented and implemented.
- Adjust workflow and staff to provide excellent customer service.
- Champion all continuous improvement plans within the vertical and throughout the Expedited Operations department
- Conduct daily pre-shift meetings on trending topics, issues, or behaviors.
- Provide issue escalation on problems that require decision-making at a higher level of management.
- Responsible for securement of shipments and fulfillment of the GOV, HVP, and LFS business units.
- Gather and analyze monthly data of business units and present to leadership team.
- Determine staffing needs for a 24/7/365 operation and follow requisition approval process.
- Evaluate staff to determine incentives, promotions and raises.
- Other duties and projects, as assigned.

Requirements
Education:
- Bachelor's Degree, preferred
- Experience will be considered in lieu of formal education
Experience:
- 1 year experience as an accomplished Operations Supervisor or equivalent job function.
- ArcBest inter-departmental experience, preferred
Computer Skills:
- Proficient with Microsoft Office Suite, required
Certifications:
- GOV clearance Upon Hire, required
Additional Requirements:
- Strong mathematical and statistical background, required
- Ability to work in a non-routine environment, required
- Ability to work quickly and efficiently on multiple tasks under a timeline.
- Ability to analyze data and formulate action plans.
Competencies:
- Accuracy and Attention to Detail
- Analytical Thinking
- Coaching Others
- Effective Communications
- Flexibility and Adaptability
- Interpersonal Relationships
- Managing Multiple Priorities
- Problem Solving

Other Details
Work Hours:
- Generally, 8:00 am - 5:00 pm Monday through Friday with occasional irregular hours depending on workload.
Travel Requirements:
- Minimal (0%-25%) Customer QBR and training for role and development
Compensation:
- This is a salary position paid biweekly.
- Variable compensation is included.

About Us
ArcBest is a multibillion-dollar integrated logistics company that's helped businesses build better supply chains for over a century. With 14,000+ employees across 230 campuses and service centers, we connect owned assets, a broad brokerage network and innovative technology to deliver end-to-end supply chain solutions for customers around the world.