Logistics Manager

Summary

The Logistics Manager is responsible for overseeing the daily transportation operations of the Non-Emergency Medical Transportation (NEMT) company, ensuring efficient scheduling, resource allocation of vehicles, contract compliance, and member trips. This role requires a strong understanding of all client, provider and facility contracts to ensure transportation services are performed in accordance with contractual obligations while maximizing operational efficiency.

The Logistics Manager will make strategic decisions regarding driver deployment, including determining when drivers may provide assistance or transportation services outside of their assigned contractual areas based on operational needs, service commitments, coverage gaps, and company objectives.

ESSENTIAL FUNCTIONS

• Maintain comprehensive knowledge of all transportation contracts, service agreements, broker requirements, and client obligations.
• Make sure transportation services are delivered in accordance with contract terms, service-level agreements (SLAs), and regulatory requirements.
• Monitor contract-specific performance metrics and address any compliance concerns.
• Evaluate service requests that fall outside standard contract parameters and determine appropriate operational responses.
• Serve as a resource for dispatchers, supervisors, and drivers regarding contract requirements and service limitations.

Logistics & Operations Management

• Oversee daily scheduling, routing, and dispatch operations to ensure timely and efficient transportation services.
• Monitor fleet utilization, driver productivity, and service coverage.
• Analyze transportation demand and adjust staffing and resources accordingly.
• Coordinate responses to service disruptions, vehicle breakdowns, weather events, and other operational challenges.
• Develop and implement strategies to improve route efficiency and reduce operational costs.

Driver Management & Resource Allocation

• Direct and support dispatch and transportation personnel.
• Determine when drivers may be assigned to areas outside their normal contractual service zones to meet operational demands.
• Balance contractual obligations, client needs, driver availability, and company resources when making coverage decisions.
• Ensure driver assignments comply with company policies, regulatory requirements, and contractual commitments.
• Provide guidance and support to supervisors and dispatch staff regarding cross-coverage and service prioritization.

Performance Monitoring

• Track key operational metrics including on-time performance, trip completion rates, customer satisfaction, and driver utilization.
• Identify trends and implement corrective actions when performance standards are not met.
• Prepare operational reports and recommendations for leadership.
• Conduct regular reviews of routing, scheduling, and staffing effectiveness.

Customer & Stakeholder Relations

• Collaborate with providers, healthcare facilities, to provide high-quality member trips.
• Resolve escalated service concerns and operational issues.
• Maintain professional relationships with clients and stakeholders while protecting company interests.

Qualifications

• Minimum of 3-5 years of transportation, logistics, dispatch, or operations management experience.
• Experience in NEMT, paratransit, medical transportation, or related transportation services preferred.
• Strong understanding of transportation contracts, service agreements, and compliance requirements.
• Proven ability to make operational decisions in dynamic environments.
• Excellent leadership, organizational, and problem-solving skills.
• Proficiency with routing, scheduling, and dispatch software.
• Strong analytical and decision-making abilities.
• Thorough understanding of NEMT operations and industry regulations.
• Ability to interpret and apply contractual requirements to operational decisions.
• Strong knowledge of route planning, fleet management, and workforce allocation.
• Ability to evaluate when operational needs justify deploying drivers outside standard contract areas.
• Excellent communication and conflict-resolution skills.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Driver utilization and productivity.
• Customer satisfaction scores.
• Trip completion rates.

The Logistics Manager has the authority to:

• Assign and reassign transportation resources to meet operational needs.
• Approve driver deployment outside standard contract service areas when necessary to maintain service levels, address coverage shortages, or support company objectives.
• Make real-time operational decisions affecting routing, scheduling, and resource allocation while ensuring contractual compliance and financial responsibility.

While not required, candidates with experience in logistics, particularly with organizations such as FedEx, UPS or similar transportation and distribution environments, are preferred