Logistics Operations Manager

Operations Manager – Final Mile 3PL Home Delivery

Base Salary is determined by experience and interview, bonuses are generous based on results.

Summary:

Own day-to-day operations at a final-mile terminal delivering big & bulky products (furniture, appliances, home improvement). Lead people, performance, and partner success while hitting safety, quality, and cost targets.

Core Responsibilities

• Site Leadership: Oversee and Standardize SOPs, launch playbooks, and daily huddles; conduct regular site reviews and Gemba walks.
• Service & Customer Experience: Achieve on-time, first-attempt success; resolve escalations; drive NPS/CSAT and retailer SLA compliance.
• Capacity & Scheduling: Plan daily volume, routes, and windows; balance contractor/company driver mix; anticipate peaks and promos.
• People & Partners: Recruit, onboard, and coach managers, dispatch, warehouse teams, and ICs; enforce accountability and recognition.
• Safety & Compliance: Champion zero-incident culture; DOT/FMCSA, OSHA, hazmat awareness; vehicle readiness, DVIRs, and liftgate safety.
• Claims & Quality Control: Reduce damages/returns with packaging checks, handling standards, and root-cause CAPAs; audit photo/POD compliance.
• P&L & Cost Control: Manage budgets, labor, linehaul, ICS pay tables, accessories, and claims; deliver EBITDA and cost-per-stop goals.
• Performance Management: Run daily/weekly metric reviews; publish scorecards; drive corrective actions and continuous improvement.
• Technology & Data: Utilize TMS/WMS/telematics (e.g., WMS / LMS / Routing tools, scanners); ensure clean data, EDI accuracy, and real-time visibility.
• Network Projects: Open/close site, new facility launch, vendor transitions, footprint changes; lead cross-functional initiatives with Sales/Account Mgmt/IT.

Qualifications

• 5–8 years in final-mile, 3PL, parcel/LTL, or big-and-bulky home delivery; multi-site leadership required.
• Proven results with SLAs, P&L, and continuous improvement (Lean/Kaizen/Six Sigma a plus).
• Working knowledge of DOT/FMCSA, OSHA, and retailer compliance programs.
• Strong people leadership: coaching frontline leaders, influencing ICs/contractors, and managing change.
• Proficient with routing/TMS, Excel/Google Sheets, KPI dashboards; SQL/BI a plus.
• Bachelor’s in Business/Supply Chain or equivalent experience.

Key Competencies

• Ownership & Bias for Action
• Operational Rigor & Follow-Through
• Analytical & Systems Thinking
• Customer Obsession & Calm Under Pressure
• Communication, Conflict Resolution, and Cross-Functional Influence

Success Metrics (KPIs)

• On-Time % (by window & by stop)
• First-Attempt Delivery Rate & Re-delivery Rate
• Damage/Claim Rate & Cost per Claim
• Cost per Stop / per Mile; Overtime %; ICS Cost per Route
• NPS/CSAT, Escalations per 1,000 stops
• Safety: TRIR, preventables, roadside/CSA outcomes
• Data Quality: POD/photo compliance, scan compliance, EDI accuracy
• Talent: Retention of key roles, time-to-fill, training completion

Reporting & Travel

• Reports to: Regional Director/VP Operations
• Direct Reports: Site Managers/Terminal Managers, Dispatch/Warehouse Supervisors; dotted line to QA/Safety & Independent Contractors.
• Travel: 30–60% across assigned region; periodic nights/weekends for peaks and launches.

Work Conditions

• Mix of office, warehouse, and dock/yard environments; PPE required; ability to lift up to 50 lbs occasionally.