Supervisor, Governance

The Supervisor, Governance plays a pivotal role in ensuring the seamless setup of systems for both new and existing business, encompassing critical aspects such as confirmation of pricing commitments, special provisions, terms, and conditions. In addition, the role will audit contract set-ups to ensure compliance with executed Master Service Agreements (MSA). This role is instrumental in overseeing the day-to-day operations of the governance team in support of best-in-class customer experience.

Responsibilities

Daily Operational Leadership

• Coordinate with Customer Success Teams to ensure alignment and compliance to customer contractual obligations and MSAs to mitigate errors.
• Prioritize daily responsibilities within the governance team, responding to all internal and external stakeholder requests in timely manner
• Oversee new customer onboarding process as it relates to MOC systems
• Coordinate with bid team to ensure accurate pricing, set ups, and transitions
• Coordinate with internal departments to improve communications and processes
• Strengthen positive and enduring relationships with internal partners that foster teamwork, high customer satisfaction, and maximum profitability for Mansfield Oil
• Identify and address problem areas with internal stakeholders in a timely and constructive manner using root cause analysis and proactive measures
• Continually review processes and workflows to improve tracking and reporting efficiencies

Teamwork

• Regularly collaborate with Sales Operations team to support customer onboarding
• Coordinate with various departments to ensure onboarding issues are resolved completely and in a timely manner on behalf of the customer
• Regularly share best practices and learning opportunities with peers across all MOC teams

Coaching and Mentoring

• Develop sound training and clear strategies to keep team members focused on high performance throughout the year
• Develop a coaching strategy for staff to achieve or exceed goals and objectives

• Regularly review performance with staff
• Help staff focus on what is within their control to achieve success
• Celebrate success
• Quickly address performance issues in a constructive manner
• Create positive accountability and follow-up to achieve goals

• Maintain monthly reporting pertaining to logistics operations
• Coordinate team member scheduling and staffing to meet business needs

Other Duties as Assigned

Position Requirements

Formal Education & Certification

• Bachelor's Degree in business Administration, Operations Management, or equivalent experience.

Knowledge & Experience

• At least 3 years' work experience contract governance, operations management, or a related supervisory role.
• At least 2 years' Mansfield work experience in Customer Operations, Accounting and/or Sales Operations
• Supervisor/management experience a plus
• Intermediate to expert Excel proficiency and confidence in other Microsoft Suite programs
• Experience in developing & managing KPI's (Key Performance Indicators)

Qualifications & Characteristics

• The ability to resolve customer complaints and vendor issues effectively and efficiently
• Strong attention to detail
• The ability to interact confidently with all levels of Senior Management
• Strong organization and time management skills
• Outstanding oral and written communication skills
• A strong desire to coach and develop employees
• Ability to lead with a positive attitude
• Ability to collaborate effectively with cross-functional teams, internal stakeholders, and external partners.
• Proven track record of identifying and addressing operational challenges using root cause analysis and proactive measures.
• Ability to make informed decisions under pressure while maintaining a solution-oriented approach.

Work Environment

• 40-hour work week, hybrid schedule available once training is completed (3 days in the office, 2 days remote)
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

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