AECOM Production Manager in Morrisville, North Carolina

United States of America - North Carolina, Morrisville

Job Summary

AECOM is seeking a Production Manager for our Morrisville, NC location.

The Production Manager reports directly to the Project Manager. This position is responsible for managing non-customer-facing Service Center operations activities, planning and forecasting staffing needs, reviewing and updating Service Center SOPs and training programs, monitoring Service Center and staff performance by addressing any issues, and monitoring trends in volume and scheduling staff.

The Production Manager oversees all Production Department work including incoming/outgoing mail processing, commercial/fleet/transit and non-revenue account support, video tolling functions, service request processing, correspondence and email tracking and response, escalated issue research and response, transponder inventory management and fulfillment, outgoing document review for mail house, registration hold activities, collections support, payment and lockbox exception processing and payment plan administration.

The Production Manager also ensures the proper execution of tasks performed in the Production Department by assigning and monitoring task completion, tracking goals, and providing feedback to the production staff. This position also monitors performance against client expectations utilizing Key Performance Indicators to track goals and demonstrates a clear understanding of the basics of how to build customer loyalty and measure business results to communicate and motivate employees. The Production Manager develops, implements, and monitors the performance of various strategies for improving customer service and controlling costs. This position also supports CLIENT project management team with inquiries, escalations, and other tasks.

Typical Responsibilities:

  • Manages development and implementation of operational goals, objectives, and priorities for the Production Department.

  • Assists in the development and administration of the Production Department budget.

  • Plans and organizes daily production schedules.

  • Manages all incoming and outgoing mail processing including postage cost tracking and reporting.

  • Monitors and manages subcontractor activities for mail that is outsourced and processed outside the Service Center.

  • Monitors and manages government, non-revenue, transit, and fleet account processing functions and reporting.

  • Manages video tolling functions and oversight of Customer Service Representatives duties including image review, reject re-review and mail house document batch error checking.

  • Takes responsibility to completely address customer and the client's requests and oversees Customer Service Representatives duties including research, accurate, timely and thorough resolution of escalated issues, service requests and other informational requests.

  • Manages, tracks and reports the Registration Hold and Collections Programs.

  • Manages Bankruptcy notifications and reporting.

  • Selects, orders, and purchases business supplies and materials.

  • Serves as the primary information resource for AECOM and the client's personnel concerning Production Department operations.

  • Works collaboratively with the client personnel, consultants, contractors, regional tolling authorities, and other organizations to achieve Production Department objectives.

  • Works collaboratively with the Customer Service Managers to provide feedback and develop solutions for escalated issues which relate to the Customer Service Department.

  • Maintains an open and clear communication link with each Service Center department to resolve operational problems and make improvements.

  • Ensures temporary agencies staff are adequately screened and requirements are met.

  • Ensures all Customer Service Representatives and staff are courteous, professional, and attuned to customer needs.

  • Ensures that the production staff takes appropriate steps when an event needs to be escalated for resolution.

  • Oversees applicable subordinate positions, ensuring that all other direct report supervisory staff manage operational procedures in accordance with the client’s and AECOM’s service standards.

  • Oversees supervisory staff in scheduling and coordinating production activities.

  • Monitors departmental activities through operations reporting for productivity, aging, and performance.

  • Monitors and evaluates work methods for efficiency and customer satisfaction improvement opportunities.

  • Plans, delegates, and directs work as necessary.

  • Provides effective and efficient use of staff for department operations and ensures that all subordinates are provided resources needed to accomplish tasks. Makes appropriate procedural changes as needed to improve effectiveness, efficiency and compliance.

  • Frequently observes staff's efficiency, work habits, and customer service techniques and provides feedback.

  • Ensures training needs are identified and met to enhance skills of staff and provide staff with the appropriate tools and training to succeed in a high paced environment.

  • Assists with local Lean Six Sigma projects by providing insight into processes that are hindering customer service delivery, and assistance with data gathering and analysis.

  • Develops and successfully implements initiatives, process improvements and operational changes needed to improve the effectiveness and efficiency of the customer service department and support superior employee performance.

  • Writes performance reviews for AECOM employees and provide periodic feedback to staffing agencies as needed.

  • Evaluates management reports and other data to identify areas in which improvement is needed.

  • Properly utilizes observations and data findings to make informed decisions.

  • Conducts regular staff meetings to inform staff about operational and other changes.

  • Effectively uses verbal and written communication skills to convey business concepts, strategies, and other information.

  • Addresses internal and external complaints and directs corrective action as needed.

  • Monitors staff for compliance to established quality measures, policies, and standard operating procedures.

  • Works with the Production Supervisor and Quality and Training Manager to ensure that operations policies (SOP) are current and followed.

  • Works with Production Supervisor and Quality and Training manager to ensure the Service Center policy and procedure manual is clear, straightforward, and kept current for the Service Center’s basic business functions.

  • Compiles information from production performance reporting and monitoring to track contract compliance and make early identification of problems.

  • Conducts ongoing operational reviews of the department’s responsibilities.

  • Performs various other tasks as assigned or warranted.

Minimum Requirements

  • BA/BS and 8 years of related experience or demonstrated equivalency of experience and/or education

  • Demonstrated productivity in a team environment, focusing on customer satisfaction.

  • Highly developed sense of integrity and commitment to operational excellence.

  • Must possess strong computer skill-sets. Emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word.

Preferred Qualifications

  • Previous Toll Industry experience

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.

What We Offer

When you join AECOM, you become part of a company that is pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world , but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Category Maintenance

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 203204BR

Clearance Required No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.