Position Summary:
The Manager, Transportation Support Services (TSS) is responsible for the day-to-day operational performance, financial management, and people leadership of the Transportation Support Services operations. TSS is a 24/7, 365-day contact center supporting Penske customers and operations through a workforce of up to 100 associates and 20 supervisors and leads. This role is accountable for workforce management, hiring, onboarding, training, quality assurance, associate development, performance management, and operational execution.
The Manager ensures delivery of exceptional customer service, achievement of key performance metrics, operational efficiency, workforce effectiveness, and alignment with Penske business objectives. The role serves as a key liaison between internal customers, department leadership and support partners while driving continuous improvement initiatives and developing talent, and fostering a culture of accountability, engagement, and operational excellence.
Schedule: Monday - Friday 12pm - 9pm (Must be flexible to work other hours/days due to business needs - position supports 24/7 operation)
Essential Duties and Responsibilities:
• Provide day-to-day leadership and direction for the TSS operations within a 24/7, 365-day contact center environment
• Manage daily workflow, staffing levels, productivity, service levels, schedule adherence
• and customer response metrics to ensure operational objectives are achieved.
• Build and maintain effective working relationships with customers and operational partners to ensure service expectations are met.
• Serve as the escalation point for complex customer concerns, operational disruptions, and service recovery situations.
• Identify and implement process improvements that enhance service delivery, associate effectiveness, and productivity.
• Prepare and present operational performance updates, trends, and recommendations to department leadership.
• Communicate effectively across all levels of the organization, inspire engagement, reinforce departmental priorities, and serve as a role model for service excellence and leadership.
• Manage departmental staffing plans and operating expenses while ensuring accurate customer billing and adherence to established financial controls.
• Ensure accurate internal cost allocations and financial controls.
• Lead recruiting, hiring, onboarding, coaching, performance management, succession planning, and associate development.
• Drive employee engagement, retention, and leadership development initiatives.
• Foster a culture focused on safety, accountability, customer service, teamwork, and continuous improvement.
• Other projects and tasks as assigned.
Qualifications:
• Bachelor’s degree preferred; equivalent experience accepted in lieu of degree.
• Minimum 5 years of experience with progressive responsibility in a call center, logistics, transportation, production, manufacturing, or similar environment.
• Experience within large teams and multiple levels of leadership.
• Logistics, fleet management, transportation, or customer service experience preferred.
• Advanced computer proficiency to include reporting and workforce management systems.
• Outstanding communication, presentation, and relationship-building skills.
• Strong analytical thinking and problem-solving abilities.
• Ability to balance short-term operational demands with long-term organizational initiatives.
• Ability to influence stakeholders across multiple departments and organizational levels.
• Regular, predictable, full attendance is an essential function of the job
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
• The physical and mental demands described here are representative of those that must be met by an associate 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 associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer
About Penske Logistics
Penske Logistics engineers state-of-the-art transportation, warehousing and freight management solutions that deliver powerful business results for market-leading companies. With operations in North America, South America, Europe and Asia, Penske and its associates help businesses move forward by increasing visibility and driving down supply-chain costs. Visit Penske Logistics to learn more.
Job Category: Operations Management
Job Family: Operations
Address: 100 Kachel Boulevard
Primary Location: US-PA-Reading
Employer: Penske Logistics LLC
Req ID: 2610223
Penske: Your Next Mission Starts Here
At Penske, we're more than the bright yellow trucks seen on highways across North America. We're a team of more than 40,000 associates working together to keep businesses moving, communities connected, and supply chains running. Our operations span fleet management, commercial leasing, truck rental and supply chain solutions – serving many of the world's leading brands across automotive, healthcare, retail, food and beverage, and more.
Success at Penske is driven by people who are adaptable, customer-focused and committed to excellence – qualities that align closely with the leadership, accountability and problem-solving skills developed through military service.
Standing Strong With Our Veterans
Veterans are an essential part of our team and make up nearly 10% of all new hires at Penske. We're dedicated to helping you succeed in the next phase of your journey. Since signing the Statement of Support for the Guard and Reserve in 2009, we've built dedicated programs to help service members transition confidently into civilian careers.
Our veteran hiring initiatives are supported through military publications, veteran-focused job boards and strong partnerships with military-friendly organizations. Penske is proud to be recognized for over a decade as a leading Military Friendly Employer, reflecting our longstanding respect for your service and our commitment to your future.
A Place Where Veterans Thrive
At Penske, our veterans continue their commitment to service by guiding fellow servicemen and women as they transition into civilian careers. They offer guidance, encouragement, and support to help navigate one of life's biggest changes.
Our Veterans Business Resource Group (VBRG), launched in 2022, connects nearly 2,500 veterans and allies across the nation. Through career development, networking, community outreach and mentorship, the VBRG empowers members to grow professionally and make an impact both within Penske and in the communities we serve. Geographically based chapters are led by dedicated volunteers who create programs and events that uplift our members, strengthen our business and support the communities we proudly serve.
Support Built for Your Transition
Penske offers dedicated resources to help veterans successfully move into civilian careers:
- Resume and Interview Support Programs: In partnership with the USO Pathfinder Program and installation transition services, we offer resume reviews, mock interviews, and transition seminars designed specifically for veterans. Our goal is to help you showcase the strengths you earned through service and feel confident navigating the job search and interview process.
- Dedicated Military Recruiting Team: A team focused exclusively on connecting veterans with the right opportunities at Penske.
- Corporate Fellowship Program: Structured pathways to leadership roles within our corporate operations.
- Driver Apprenticeship Program: Hands-on training to launch a career behind the wheel.
Find Your Role at Penske
We look for candidates whose military experience aligns with our core operational needs:
- Information Technology: Analytical problem-solvers with attention to detail who excel at troubleshooting, security and innovation to keep operations running smoothly.
- Supply Chain Operations: Associates experienced in planning, inventory control and executing operations under time constraints, ensuring the right products move efficiently with accuracy and accountability.
- Warehouse: Reliable, detail-oriented team members with experience handling inventory, equipment and materials in fast-paced settings, reflecting Penske's emphasis on strong work ethic, safety and productivity.
Launch Your Career
Sales and Operations Management Trainee Program
Penske's Sales and Operations Management Trainee Program provides recent graduates and emerging leaders with hands-on experience across our business. Participants receive personalized training, coaching, and real-world responsibilities that help develop leadership, customer service, sales, and operational management skills. For veterans accustomed to leading teams and managing resources in dynamic environments, the program offers a strong foundation for long-term career success.
Military Supply Chain and Logistics Trainee Program
Penske's Logistics Trainee Program is a structured management trainee experience that provides hands-on training across multiple logistics functions, preparing you for future leadership roles within Penske Logistics. You'll be introduced to top-tier technologies, collaborative teams and opportunities to drive innovation and continuous improvement — with a fast track to advancement upon graduation.
Whether you're transitioning from military service, pursuing your degree, or seeking your next leadership challenge, Penske offers opportunities to build a rewarding career with a company that values service, integrity, teamwork, and continuous growth.
At Penske, your experience matters, your contributions have an impact, and your next mission starts here.