Operations Manager

Location: Charlotte, NC Market, Hybrid and Field-BasedReports To: Franchise OwnerEmployment Type: Full-TimeOur client is seeking a highly organized, results-driven Fleet Service Operations Manager to lead the day-to-day operations of its new Charlotte-area franchise. This is an opportunity to build a regional operation within an established and successful mobile fleet maintenance and repair brand. Serving a client-rich market with strong demand from businesses that depend on commercial vehicles, this position will help turn the proven model into an efficient, scalable, and customer-focused local operation.The Operations Manager, Fleet Services will oversee service workflows, technician coordination, customer communication, inventory, invoicing, accounts receivable, vendors, and operational reporting. The ideal candidate is a hands-on leader who can create structure, solve problems quickly, and maintain high standards as the operation grows.Primary ResponsibilitiesService OperationsManage daily maintenance and repair workflows using Shopmonkey.Receive service requests and coordinate scheduling, technician assignments, service routes, and customer approvals.Create, monitor, and close repair orders with accurate labor, parts, inspection, photograph, and customer documentation.Monitor job progress and resolve scheduling conflicts, parts delays, customer concerns, and other operational issues.Review completed work for accuracy before repair orders are closed and invoices are issued.Address service concerns, repair comebacks, warranty questions, and customer escalations.Technician LeadershipDirect technician schedules, assignments, priorities, and daily operating expectations.Ensure technicians understand job requirements, customer expectations, safety procedures, and documentation standards.Monitor productivity, schedule adherence, repair-order completion, and work quality.Support technician onboarding and identify training, staffing, or performance needs.Build a culture of accountability, professionalism, communication, and continuous improvement.Customer and Account SupportServe as a primary operational contact for customers before, during, and after service.Provide timely updates regarding appointments, estimates, repair status, delays, and job completion.Maintain accurate customer, fleet, vehicle, pricing, and service-history information.Support new-customer onboarding and recurring preventive maintenance schedules.Assist with proposals, service agreements, customer follow-up, and account-retention efforts.Inventory, Billing, and Financial AdministrationMaintain appropriate inventory levels and establish reorder points for commonly used parts, fluids, tools, and supplies.Coordinate parts sourcing, purchasing, receiving, returns, and warranty claims.Build productive relationships with suppliers and negotiate pricing and delivery terms when appropriate.Review repair orders and generate accurate customer invoices promptly after work is completed.Monitor accounts receivable, follow up on overdue balances, reconcile payments, and resolve billing questions.Track expenses, job-level costs, revenue, gross margins, and cash-flow needs.Prepare weekly and monthly operational reports for the Owner.Launch and Growth SupportEstablish reliable workflows for scheduling, dispatch, customer communication, inventory, invoicing, and reporting.Develop and maintain standard operating procedures that support consistent service and future growth.Build dashboards that provide visibility into technician capacity, service volume, customer activity, financial performance, and operational risks.Coordinate with the Owner and Marketing Partner to track leads, support customer acquisition, and ensure timely operational follow-up.Assist with fleet visits, proposals, customer relationships, and franchise-approved networking activities.Help prepare the operation to add technicians, service vehicles, customers, and geographic coverage efficiently.Maintain compliance with franchise standards, company policies, safety expectations, and applicable operating requirements.Required QualificationsThree or more years of experience in operations management, service operations, field-service coordination, dispatch, or a comparable environment.Experience coordinating technicians, employees, contractors, or field-service teams.Experience managing schedules, work orders, customer communication, invoicing, and operational documentation.Familiarity with accounts receivable, expense tracking, and financial recordkeeping.Strong organizational, project-management, and problem-solving skills.Excellent customer-service, communication, and relationship-management abilities.Ability to work independently and make sound decisions with limited supervision.Proficiency with Microsoft Office, Google Workspace, and cloud-based business systems.Ability to travel regularly within the Charlotte market.Valid driver’s license and reliable transportation.Work Environment: This is a Charlotte-based hybrid and field-facing position. Administrative responsibilities may be completed remotely, but regular interaction with technicians, customers, vendors, and operating locations is required. Occasional schedule flexibility may be necessary to respond to urgent customer or service needs.Salary Range: $75,000 to $90,000 annuallyCompensation will be based on relevant experience, operational expertise, leadership ability, and demonstrated capacity to help build a scalable regional operation.Performance-based bonus opportunities may be available as the franchise achieves established revenue, customer, and profitability milestones.Why Join? This is an opportunity to help establish a new regional operation backed by a proven service model, established reputation, franchise resources, and continued expansion. The Charlotte franchise is entering a client-rich market with significant demand from businesses that rely on commercial fleets and cannot afford unnecessary vehicle downtime. You will work directly with the Owner and play a central role in building the people, processes, and customer experience needed for long-term regional success.