What are the responsibilities and job description for the Operations Manager position at REPOWR?
About Us
REPOWR is a logistics technology company revolutionizing the way transportation assets are sourced, shared, and managed. By building the largest connected trailer marketplace in North America, REPOWR enables carriers, shippers, and asset providers to optimize fleet utilization through seamless asset-sharing networks. Our platform delivers real-time visibility, automated workflows, and data-driven decision-making to reduce idle time, unlock trapped capacity, and drive sustainable growth across the supply chain.
We’re seeking a highly motivated Operations Manager to lead REPOWR’s support operations and elevate our customer experience. This individual will manage a team responsible for day-to-day support across our supplier, carrier, and general inbound channels—including one team member dedicated to billing and accounting inquiries.
You’ll own the entire customer support function: ensuring daily operations runs smoothly, issues are resolved promptly, and both carrier and supplier Strategic Account Managers (SAMs) are free to focus on relationship and growth conversations rather than daily troubleshooting. Your mission will be to strengthen our service quality, streamline our processes, and drive continuous improvement through training, tooling, and automation.
Responsibilities Include
REPOWR is a logistics technology company revolutionizing the way transportation assets are sourced, shared, and managed. By building the largest connected trailer marketplace in North America, REPOWR enables carriers, shippers, and asset providers to optimize fleet utilization through seamless asset-sharing networks. Our platform delivers real-time visibility, automated workflows, and data-driven decision-making to reduce idle time, unlock trapped capacity, and drive sustainable growth across the supply chain.
We’re seeking a highly motivated Operations Manager to lead REPOWR’s support operations and elevate our customer experience. This individual will manage a team responsible for day-to-day support across our supplier, carrier, and general inbound channels—including one team member dedicated to billing and accounting inquiries.
You’ll own the entire customer support function: ensuring daily operations runs smoothly, issues are resolved promptly, and both carrier and supplier Strategic Account Managers (SAMs) are free to focus on relationship and growth conversations rather than daily troubleshooting. Your mission will be to strengthen our service quality, streamline our processes, and drive continuous improvement through training, tooling, and automation.
Responsibilities Include
- Lead and develop a seven-person support team handling daily supplier, carrier, and general support, as well as billing-related questions.
- Own day-to-day operations for all support channels, including SLA adherence, escalations, and real-time issue management.
- Improve quality and consistency through regular QA reviews, training programs, and process refinements.
- Enhance efficiency by identifying opportunities for automation and implementing AI and process-automation tools to streamline workflows.
- Optimize systems by managing and improving shared inbox/ticketing systems and telephony software (including rules, automations, and reporting).
- Collaborate cross-functionally with Strategic Account Managers and the Carrier Management team to ensure adherence to client-specific protocols and seamless customer experiences.
- Identify and execute short-term improvements (1–2 week horizons) to resolve recurring support issues and improve responsiveness.
- Provide feedback and insights to leadership on long-term process and tooling opportunities that strengthen REPOWR’s customer experience.
- 3 years of experience in the logistics or transportation industry.
- 3 years in customer service or operations support roles.
- 1 years of people management experience leading a support or operations team.
- Proficiency with shared inbox/ticketing systems (e.g., Zendesk, HubSpot, Front) and telephony platforms.
- Experience developing and maintaining SOPs and QA programs.
- Strong analytical and process-improvement mindset, with comfort using AI tools and automation platforms to drive efficiency.
- Excellent communication, leadership, and organizational skills.
- A proactive, solutions-first attitude with a passion for delivering exceptional customer experiences.
- Experience working with BPO's and offshore teams.
- Medical, Dental and Vision
- 401(k) with match
- Employee Development Program
- Unlimited PTO
- Pretty good coffee (fresh ground)
- In office bike