U.S. Xpress, Inc.
XRA Roadside Assistance Director
U.S. Xpress, Inc., Chattanooga, Tennessee, United States, 37450
Position Summary
The Director of Roadside Assistance & Maintenance Call Center is responsible for providing strategic leadership and operational oversight of all roadside assistance and over-the-road maintenance call center operations. This role ensures timely, cost-effective, and safe resolution of equipment issues, while delivering exceptional service to customers, drivers, vendors, and internal partners. The Director will lead a team of managers, supervisors, and agents, optimize call center performance, manage vendor relationships, ensure compliance with regulatory and company standards, and drive continuous improvement in efficiency, cost control, and customer satisfaction. Key Responsibilities
Strategic & Operational Leadership
Provide overall leadership and direction for roadside assistance and maintenance call center operations, ensuring 24/7 service delivery and operational excellence. Develop, implement, and monitor policies, procedures, and performance standards aligned with organizational goals. Manage staffing levels, scheduling, and workforce planning to meet service level agreements (SLAs) and emergency response needs. Oversee performance metrics, including call handling, response times, repair turnaround, customer satisfaction, and cost management. Partner with operations, IT, and training teams to optimize call center technology, systems, and reporting tools. Drive continuous improvement through data analysis, customer and driver feedback, and industry best practices. Equipment Repair & Recovery Coordination
Oversee resolution of complex over-the-road mechanical issues, coordinating with vendors, OEMs, dealers, and internal teams. Review and approve major vendor estimates, invoices, and repair costs, ensuring warranty coverage and cost efficiency. Lead recovery and repair efforts for downed, lost, or wrecked equipment; coordinate with asset management for restoration or disposition. Manage parts coordination for critical or backordered components to minimize downtime and disruptions. Compliance & Documentation
Ensure adherence to DOT/FMCSA regulations, Federal and State requirements, SOX compliance, and company policies. Maintain accurate and timely documentation of work orders, repair logs, and financial records within systems such as Cetaris RCC, AS400, and XPM. Conduct audits of processes, vendor expenses, and repair documentation to ensure compliance, cost-effectiveness, and accuracy. Build and maintain strong relationships with dealers, vendors, OEMs, and service providers to ensure seamless roadside and repair services. Negotiate contracts, repair costs, and service agreements to drive cost control and vendor accountability. Monitor and evaluate vendor performance for efficiency, quality, and compliance. Provide escalation support for complex or unresolved roadside and maintenance issues. Lead, mentor, and develop managers, supervisors, and agents to strengthen leadership, technical, and customer service capabilities. Foster a culture of accountability, teamwork, and continuous improvement. Manage staffing, scheduling, and workload allocation to ensure 24/7 operational coverage, including weekends and holidays. Conduct training, coaching, performance reviews, and corrective action as needed. What We’re Looking For
Bachelor’s degree in Business Administration, Logistics, Operations Management, or related field (Master’s preferred). 7–10+ years of progressive leadership experience in call center operations, roadside assistance, fleet maintenance, or transportation. Strong knowledge of DOT/FMCSA regulations, maintenance processes, and emergency roadside assistance practices. Proven ability to lead large, multi-shift teams in a high-volume, fast-paced environment. Experience with maintenance management systems (Cetaris RCC, AS400, XPM, or similar). Demonstrated success in cost control, vendor negotiations, and compliance management. Excellent leadership, communication, and conflict resolution skills. Strong analytical skills with experience in performance reporting and data-driven decision-making. Commitment to delivering outstanding service under high-pressure, time-sensitive conditions. Strategic Leadership & Decision-Making Operational Excellence & Efficiency Compliance & Regulatory Knowledge Customer-Centric Mindset Crisis Management & Problem-Solving Team Leadership, Coaching & Development Continuous Process Improvement Primarily on-site leadership role with flexibility for hybrid/remote meetings as needed. Must be available for on-call support during emergencies, weekends, holidays, or major service disruptions. Seniority level
Director Employment type
Full-time Industries
Truck Transportation
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The Director of Roadside Assistance & Maintenance Call Center is responsible for providing strategic leadership and operational oversight of all roadside assistance and over-the-road maintenance call center operations. This role ensures timely, cost-effective, and safe resolution of equipment issues, while delivering exceptional service to customers, drivers, vendors, and internal partners. The Director will lead a team of managers, supervisors, and agents, optimize call center performance, manage vendor relationships, ensure compliance with regulatory and company standards, and drive continuous improvement in efficiency, cost control, and customer satisfaction. Key Responsibilities
Strategic & Operational Leadership
Provide overall leadership and direction for roadside assistance and maintenance call center operations, ensuring 24/7 service delivery and operational excellence. Develop, implement, and monitor policies, procedures, and performance standards aligned with organizational goals. Manage staffing levels, scheduling, and workforce planning to meet service level agreements (SLAs) and emergency response needs. Oversee performance metrics, including call handling, response times, repair turnaround, customer satisfaction, and cost management. Partner with operations, IT, and training teams to optimize call center technology, systems, and reporting tools. Drive continuous improvement through data analysis, customer and driver feedback, and industry best practices. Equipment Repair & Recovery Coordination
Oversee resolution of complex over-the-road mechanical issues, coordinating with vendors, OEMs, dealers, and internal teams. Review and approve major vendor estimates, invoices, and repair costs, ensuring warranty coverage and cost efficiency. Lead recovery and repair efforts for downed, lost, or wrecked equipment; coordinate with asset management for restoration or disposition. Manage parts coordination for critical or backordered components to minimize downtime and disruptions. Compliance & Documentation
Ensure adherence to DOT/FMCSA regulations, Federal and State requirements, SOX compliance, and company policies. Maintain accurate and timely documentation of work orders, repair logs, and financial records within systems such as Cetaris RCC, AS400, and XPM. Conduct audits of processes, vendor expenses, and repair documentation to ensure compliance, cost-effectiveness, and accuracy. Build and maintain strong relationships with dealers, vendors, OEMs, and service providers to ensure seamless roadside and repair services. Negotiate contracts, repair costs, and service agreements to drive cost control and vendor accountability. Monitor and evaluate vendor performance for efficiency, quality, and compliance. Provide escalation support for complex or unresolved roadside and maintenance issues. Lead, mentor, and develop managers, supervisors, and agents to strengthen leadership, technical, and customer service capabilities. Foster a culture of accountability, teamwork, and continuous improvement. Manage staffing, scheduling, and workload allocation to ensure 24/7 operational coverage, including weekends and holidays. Conduct training, coaching, performance reviews, and corrective action as needed. What We’re Looking For
Bachelor’s degree in Business Administration, Logistics, Operations Management, or related field (Master’s preferred). 7–10+ years of progressive leadership experience in call center operations, roadside assistance, fleet maintenance, or transportation. Strong knowledge of DOT/FMCSA regulations, maintenance processes, and emergency roadside assistance practices. Proven ability to lead large, multi-shift teams in a high-volume, fast-paced environment. Experience with maintenance management systems (Cetaris RCC, AS400, XPM, or similar). Demonstrated success in cost control, vendor negotiations, and compliance management. Excellent leadership, communication, and conflict resolution skills. Strong analytical skills with experience in performance reporting and data-driven decision-making. Commitment to delivering outstanding service under high-pressure, time-sensitive conditions. Strategic Leadership & Decision-Making Operational Excellence & Efficiency Compliance & Regulatory Knowledge Customer-Centric Mindset Crisis Management & Problem-Solving Team Leadership, Coaching & Development Continuous Process Improvement Primarily on-site leadership role with flexibility for hybrid/remote meetings as needed. Must be available for on-call support during emergencies, weekends, holidays, or major service disruptions. Seniority level
Director Employment type
Full-time Industries
Truck Transportation
#J-18808-Ljbffr