Operations Manager

Role: Operations Manager - Michelin Connected Fleet Italy

Location: Milan (hybrid)

Hybrid

Contract: Permanent

ABOUT OUR COMPANY

As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we intend to be a major player in this market in the coming years.

OUR DREAM

We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.

OUR PEOPLE & WAYS OF WORKING

At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.

THE ROLE IN SHORT

As Operations Manager, you will lead operational excellence for Michelin Connected Fleet at country level, ensuring efficient execution, scalability, and long‑term sustainability in line with MCF strategy and growth ambitions. You will oversee field operations, partner networks, and customer deployments, using strong KPI management, analytics, and continuous‑improvement practices to deliver high performance and customer satisfaction (NPS).

Acting as a subject‑matter expert in Fleet Management solutions (HGV/LCV), you will support After Sales, Customer Service, and Key Account teams, while coaching and developing operational teams. You will manage complex stakeholder environments, drive problem‑solving and root‑cause analysis, and embed a culture of accountability and efficiency.

You will report to the Country Manager, with a functional line to the Field Service Director, ensuring consistent processes, KPIs, and tools across MCF Europe.

What would your role look like:

Operations & Strategy Execution

• Oversee the Operations area in the country (details below), and ensure execution of the Company’s Operations Excellence strategy
• Ensure the right operational foundations are in place to support Michelin Connected Fleet growth ambitions

Installation Partner (IP) Network Management

• Organise and coordinate the Installation Partner (IP) network
• Ensure adequate IP network capacity by identifying and onboarding new Installation Partners in line with business requirements, and exiting underperforming partners when necessary
• Share accountability for partner performance in accordance with contractual terms
• Contribute to the delivery of a world‑class Field Services and Deployment organisation
• Ensure Installation Partners complete required eLearning training and accreditation for all Michelin Connected Fleet solutions and systems
• Support the implementation and optimisation of the new Partner Installer Network
• Manage partner performance through regular review meetings using contractual KPIs
• Monitor backlog and service jobs via the Operations Dashboard to ensure smooth and coordinated execution
• Validate Installation Partner payments
• Align with the Field Service Director to ensure partner network strategy is consistent with MCF Europe strategy

Technical Expertise and Lead Engineer Management

• Manage the Technical Expert and Lead Engineer(s) in the country
• Ensure technical presence in customers to deliver customer satisfaction and operational escellence
• Ensure operations team maintains expert‑level knowledge of Michelin Connected Fleet solutions and tools
• Promote continuous development of product knowledge and skills through training
• Ensure coach field engineers to improve installation quality and compliance with MCF processes
• Drive productivity and efficiency through operational coaching metrics
• Coordinate with functional Field Operations teams (UK) to ensure alignment on initiatives such as eLearning, deployment, commissioning, and process improvement
• Ensure availability of tools and materials required for Lead Engineers to perform their roles
• Support the eLearning team in developing training materials and validate content prior to release to Installation Partners
• Ensure timely prioritisation and resolution of Installation Partner escalations

Customer Support & Deployment Management

• Manage local customer support and field service deployments for installation and maintenance services
• Coordinate with customers, central customer support, warehouse teams, installation partners, distributors, and internal stakeholders
• Lead the in‑country customer support and deployment team, ensuring high service standards and SLA adherence
• Ensure 100% completion of customer fleet installations within agreed timelines

Stock & Compliance Management

• Manage in‑country stock logistics, including shipping to Installation Partners and customers, inventory control, and returns management
• Ensure all devices are certified and compliant with local regulatory requirements

Project Management

• Lead and support internal operational projects and country‑level initiatives

To be successful you will likely have:

• Strong knowledge of the Fleet Management business
• Proven experience driving operational excellence and continuous improvement
• Deep understanding of Fleet Management solutions and applications
• Excellent analytical capabilities, including KPI management and reporting
• Outstanding interpersonal and communication skills
• Strong negotiation and stakeholder management capabilities
• Fluent English (mandatory)
• Experience with CRM and ERP systems
• Minimum 10 years of field experience in Sales, Aftersales, or Field Service
• Proven leadership and people management experience
• Strong planning, prioritisation, and multitasking abilities
• Creative, solution-oriented mindset
• High adaptability and flexibility in a fast-evolving market environment