Overall Scope:

The Manager, Service Projects & Contracts is responsible for leading the execution of service contracts and dispenser projects for customers within the petroleum retail industry. This position oversees the administration and delivery of maintenance agreements for fueling equipment while managing projects involving dispenser replacements, dispenser upgrades, and other fueling system improvements.

The role provides leadership to Contract Administrators, Project Coordinators, and Project Managers to ensure projects and service contracts are completed safely, on time, within budget, and in accordance with customer expectations and company standards. The Manager works closely with customers, field service teams, sales, finance, and executive leadership to drive operational excellence, customer satisfaction, and profitability.

Responsibilities:

Leadership & Team Management
• Lead, mentor, and develop a team of Contract Administrators, Project Coordinators, and Project Managers.
• Establish departmental goals, performance metrics, and accountability standards.
• Conduct performance evaluations, coaching, and professional development planning.
• Foster a culture focused on safety, customer service, collaboration, and continuous improvement.
• Allocate resources and prioritize workloads to meet customer commitments.

Contract Management
• Write customer proposals including high-level scope of work and pricing.
• Oversee administration of customer maintenance contracts for petroleum dispensing equipment.
• Ensure contract compliance with customer requirements, pricing agreements, and service level expectations.
• Review contract renewals, amendments, and change orders.
• Monitor contract profitability and identify opportunities for operational improvements.
• Coordinate with Sales to support contract negotiations, renewals, and customer retention.

Project Management
• Manage the execution of dispenser replacement and dispenser upgrade projects from initiation through closeout.
• Ensure projects are completed safely, on schedule, within budget, and in compliance with applicable codes and customer specifications.
• Oversee project planning, scheduling, procurement, subcontractor coordination, and resource allocation.
• Review project budgets, forecasts, and financial performance.
• Manage project risks, scope changes, and customer communications.

Customer Relationship Management
• Serve as the primary escalation point for key customer issues.
• Build and maintain strong relationships with customers, service providers, and strategic partners.
• Conduct project reviews and customer meetings to ensure satisfaction and identify additional business opportunities.
• Resolve service and project-related concerns in a timely and professional manner.

Operational Excellence
• Develop and improve departmental processes, workflows, and reporting.
• Monitor project and contract KPIs, including profitability, schedule performance, response times, backlog, and customer satisfaction.
• Ensure compliance with company policies, safety standards, environmental regulations, and industry requirements.
• Collaborate with field operations to optimize technician scheduling and project execution.
• Support implementation of new technologies, systems, and best practices.

Financial Management
• Develop and manage departmental budgets.
• Review project estimates, labor utilization, material costs, and profitability.
• Approve project expenditures and contract-related invoices.
• Monitor financial performance and implement corrective actions when necessary.

Requirements:

Education
• Bachelor's degree in Business, Construction Management, Engineering, Project Management, or a related field preferred.
• Equivalent industry experience may be considered in lieu of formal education.

Experience
• 7+ years of experience managing service operations, contracts, or construction projects within the petroleum retail, fueling systems, or related industries.
• 5+ years of leadership experience managing multiple direct reports.
• Proven experience managing customer service agreements and projects.

Knowledge, Skills & Abilities
• Strong leadership and team development skills.
• Strong business acumen.
• Excellent project management and organizational abilities.
• Knowledge of contract administration, budgeting, forecasting, and financial reporting.
• Strong negotiation and customer relationship management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.

Preferred Qualifications:
• Project Management Professional (PMP) certification.
• Experience with petroleum equipment.
• Experience managing multi-site customer programs.

Key Performance Indicators (KPIs):
• Project completion on schedule and within budget.
• Service contract profitability.
• Customer satisfaction and retention.
• Response time and SLA compliance.
• Project gross margin.
• Team productivity and utilization.

The information contained within this job description overview is not intended to be all-inclusive. Nothing in this job description restricts management or the company's ability to assign or reassign duties and/or responsibilities to or from this role at any time. This document is subject to change with or without notice.

Work Arrangement : Hybrid

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including ;business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.