Job Description

Purpose of Business

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive, and they support integration with a broad array of complementary logistics products.

Purpose of the Role

The Manager, ECS Delivery manages the resources and workload distribution for ECS Delivery team members. This role works with team members, and within the overall ECS Operations team, to plan and execute on delivering projects with customer success.

Responsible For

• Manage ECS delivery resources and workload.
• Lead project assignments and team outcomes.
• Develop SOPs, training, and onboarding.
• Drive performance, service levels, and improvement.

Essentials for the Role

• Ability to learn internal software and systems.
• Ability to clearly convey information to clients and internal teams.
• Ability to work independently and as part of a team.
• Strong analytical abilities with a focus on attention to detail.
• Ability to manage competing priorities and projects effectively.
• Ability to meet deadlines and plan strategically in a fast-paced environment.
• Ability to identify issues and implement solutions quickly.

Key Accountabilities

• Manages the resources and workload distribution among ECS Delivery resources.
• Assigns project work and lead team deliverables and outcomes.
• Forecasts work assignments based on future demand.
• Collaborate with internal and external resources to plan and execute project work.
• Responsible for leading the creation of Standard Operating Procedures (SOP’s) including Business Process Reviews, Roadmaps, sales engagements, daily workflow, employee training, new employee onboarding and industry certifications for ECS delivery resources.
• Identifies and acts on improvements and opportunities within ECS Delivery.
• Serves as an issue escalation point for ECS Delivery team matters and engages accordingly with internal and external resources.
• Sets and manages expectations and service levels for internal and external customers.
• Defines KPI’s and manages to desired results.

Education / Experience

• High school diploma or equivalent with 9+ years of experience providing customer support for enterprise software in a fast-paced environment, or a bachelor's degree with 5+ years of related experience, required.
• Experience as a Team Lead with McLeod, a plus.
• Experience in the transportation or logistics industry, especially the less than truckload (LTL) sector and experience with transportation management systems (TMS) are preferred.
• Have intermediate knowledge of Microsoft Office Suite.
• Working knowledge of McLeod’s Raptor and McLeod’s suite of products, highly preferred. (LoadMaster, DocumentPower, PowerBroker).

Supervisory Responsibilities

• Directly supervises up to 15 non-supervisory employees for the ECS Delivery team.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Disclaimer

This job description outlines the primary duties of the position but is not intended to be all-inclusive. Employees may be asked to perform other duties as required to support organizational goals. McLeod reserves the right to update or change this description as needed.

Certificates and Licenses

The CCEP (Certified Customer Experience Professional) certification from CSIA (Customer Service Institute of America) must be completed within the first 60 to 90 days of employment. The certification consists of eight modules with a test at the end of each module. The estimated time to complete is eight hours.

Physical Demands

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.

The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; and talk or hear. The employee is occasionally required to reach with hands and arms.