OPERATIONS MANAGER - FINAL MILE WHITE GLOVE

Position Summary

The Operations Manager oversees the daily operations of a Final Mile White Glove delivery facility, including workforce management, operational efficiency, in-home service quality, and financial performance. This role is responsible for ensuring a premium, damage-free white glove delivery and installation experience for every customer, optimizing operational processes, supporting business growth, and maintaining compliance with company and safety standards.

Key Responsibilities

Operational Management

• Oversee daily facility operations to ensure efficiency and a consistent white glove service standards.
• Establish and maintain exemplary in-home delivery, assembly, and installation service levels within the operation.
• Optimize facility operations, including floor layout, route staging, white glove capacity utilization, and scanning processes.
• Manage dispatching duties and responsibilities to maximize routing efficiency, on-time delivery and white glove capacity performance.
• Ensure white glove crews consistently perform in-home delivery, unpacking, placement, hookup and debris removal to company quality standards.
• Manage product and packing damage to mitigate product and property claims through proper inspection, handling and photo documentation procedures.
• Assess inbound volume and forecasts to adjust staffing and capacity levels daily, weekly and seasonally.
• Ensure timely completion of operational reporting requirements and weekly customer reviews.
• Collaborate with regional peers and provide remote support on a as needed basis
• Recruit, screen background/drug verification of existing and new capacity

Financial Management

• Manage daily, monthly, and quarterly operational expenditures, including damage/claims costs, in accordance with budget and P&L objectives.
• Ensure the current business model is managed and optimized to remain competitive within the marketplace by customer application.

Workforce Management

• Manage warehouse operational staff, including outbound and inbound process, to ensure product handling, and validate inventory levels.
• Follow staffing processes related to onboarding, offboarding, and performance management.
• Schedule and conduct regular meetings with warehouse staff, carriers, and customers.

Customer Service & Account Management

• Maintain responsibility for the existing accounts of the facility.
• Communicate proactively with customers to ensure delivery appointment windows, in-home expectations, and service needs are met and exceeded.
• Demonstrate strong account management practices to support customer retention and growth.
• Monitor customer satisfaction scores (KPI/Customer Surveys) related to the white glove delivery experience and drive corrective action plans as needed.
• Resolve escalated delivery, damage, and installation issues promptly to protect the customer experience and brand reputation.

Compliance & Operational Excellence

• Complete regular driver & warehouse staff stand up dock talks
• Ensure adherence to company policies, procedures, and operational standards.
• Promote a culture of accountability, safety, and continuous improvement.
• Perform other incidental and related duties as required.

Education

• High School Diploma or equivalent required.
• Associate's Degree preferred.

Experience

• 3 years of distribution, final mile, and/or logistics experience required.
• Experience managing white glove, big & bulky, or in-home delivery and installation operations (e.g., furniture, audio visual, appliances)  strongly preferred.
• Experience with transactional or dedicated transportation models preferred.
• Demonstrated account management experience.
• Strong communication, leadership, and organizational skills.

Working Conditions

• Fast-paced warehouse and final mile delivery environment.
• Requires normal (corrected) vision and hearing.
• Frequent keyboarding and office equipment use.
• Occasional lifting/moving up to 50 pounds
• Consistent presence on the warehouse floor onsite
• Regular local travel from facility completing driver route ride behinds.

Salary : $50,000 - $65,000