Manager, Operations Excellence

Role: Manager, Operations Excellence

Organization: StoneArch Logistics

Website: https://www.stonearchlogistics.com/

Scope: Full-Time (FTE)

Location: Minneapolis, MN

Compensation: $75,000 to $95,000 Performance Bonus Potential

About StoneArch Logistics

StoneArch Logistics is a rapidly growing, service-led 3PL with an entrepreneurial culture and a strong operational foundation. As the business scales, financial discipline, accurate reporting, and data-driven decision-making are essential to supporting long-term growth. The Finance & Accounting Manager will help build the financial infrastructure that supports expansion, strengthens working capital performance, and enables leadership with forward-looking insight.

Why Join StoneArch?

·      We are growing, focused strategically, leading by service and supported by our 4 Pillars: 1) Growth 2) Operational Efficiency 3) Talent 4) Technology).

·      Our growth requires stronger financial systems, structure, and reporting to scale effectively

·      You will partner directly with a high-performing CFO and executive leadership

·      You’ll build modern financial processes, controls, and KPI frameworks in a growing business

·      Your work will directly impact cash flow, decision quality, and profitability

·      We invest in talent and reward ownership, accountability, and measurable impact

Position Summary:

The Manager, Operations Excellence is responsible for overseeing end-to-end shipment execution while ensuring exceptional shipper and carrier service. This role serves as the operational owner of daily freight coordination, serving the business in ensuring timely load building and appointment scheduling, proactive tracking of loads and working with our Carrier Sales team, drivers and carriers by way of shipment information, communicating internally and externally to resolve issues.

This position blends people management, process oversight, and hands-on logistics execution as needed. The ideal candidate is highly organized, detail-oriented, shipper and carrier focused, and comfortable operating in a fast-paced, high-accountability transportation environment. This person will ensure that the team of Customer Excellence representatives complete the following to a high level.

Core Accountabilities (EOS Accountability Chart Utilized):

Shipper & Carrier Service

• Ensure timely availability of shipments, accurate shipment details, including delays, exceptions, and timely updates of pickup and delivery by Customer Excellence representatives.
• Address shipper and carrier issues with urgency, accuracy, and a solutions-oriented mindset
• Serve as the primary escalation point for internal business partners for issues relating to load building, appointments scheduling, tracking, and issue resolution for both shippers and carriers.
• Build and maintain strong shipper and carrier relationships through proactive, professional communication

Operational Execution & Oversight

• Oversee manual load building in (McLeod) TMS, ensuring all shipment details are accurate and completed timely
• Ensure appointment scheduling is completed accurately and aligned with transit requirements
• Manage load activation for EDI-tendered freight once appointments are secured
• Oversee proactive tracking prior to pick-up and throughout transit, ensuring compliance with tracking expectations
• Ensure load information is properly relayed to drivers and carriers
• Confirm safety protocols are followed prior to issuing pickup numbers

Exception Management & Issue Resolution

• Monitor shipments from the time of booking through delivery, proactively identifying risks and service failures, while communicating to the proper parties.
• Act as the front-line to resolve issues for driver and carrier disputes, collaborating cross-functionally to resolve issues and prevent recurrence
• Manage OS&D incidents internally, providing clear disposition and communication to drivers and carriers
• Oversee trailer rejections and lead internal communication to drive resolution
• Identify accessorial charges, ensure costs are entered correctly, and obtain proper supporting documentation (e.g., lumper receipts)
• Escalate critical issues appropriately while maintaining customer confidence

Cross-Functional Collaboration & Compliance

• Partner closely with accounting to ensure proper paperwork is obtained and submitted as needed
• Maintain compliance with internal SOPs, customer requirements, and industry best practices
• Identify process gaps and drive continuous improvement in execution, communication, and service quality

People & Performance Management (If Applicable)

• Lead, coach, and support Customer Excellence representatives to ensure consistent execution and service levels
• Establish clear expectations, prioritize workloads, and reinforce performance metrics
• Provide ongoing training and development to improve operational competency
• Ensure Customer Excellence representatives are providing premier service to both shippers and carriers

Qualifications & Competencies:

Required Qualifications

• 3 years of experience in logistics, transportation, or supply chain operations
• Prior experience in a customer and/or carrier-facing logistics or freight execution role
• Ability with work effectively with different departments
• Strong communication and interpersonal skills
• Excellent organizational, time management, and multitasking abilities
• Ability to operate effectively in a fast-paced, deadline-driven environment
• Proficiency in Microsoft Office and transportation management systems (TMS)
• Strong problem-solving skills with high attention to detail

Preferred Qualifications

• Experience in freight brokerage, 3PL, or trucking operations
• Familiarity with dispatch operations, load planning, and EDI workflows
• Knowledge of transportation regulations, accessorials, and industry best practices
• Prior experience leading or mentoring team members

Key Competencies

• Shipper and Carrier Focus
• Operational Execution
• Communication & Professionalism
• Time Management & Prioritization
• Attention to Detail
• Problem Solving & Decision Making
• Team Collaboration & Leadership

Work Details:

·       Full-Time Equivalent (FTE)

·       In-Office in Minneapolis, MN

• Fun, energetic work environment with leadership that invests in your success
• Substantive growth opportunities, including financial, as we reward strategic impacts

StoneArch Core Values & Leadership Competencies

·       We need to ensure this future leader’s Values aligns with ours and that we are:

1.     Serving

2.     Accountable

3.     Growing

4.     “A- Team”

·       Our Leadership Competencies are also part of our ethos, and this leader should:

1.    Apply Vision and Strategic Thinking

2.    Be a Growth Mindset

3.    Inspire Others

4.    Collaborate and Put Teamwork in the Highest Regard

5.    Empower People

Diversity Commitment:

StoneArch Logistics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.