Operations Manager, LMS

Position Summary

The Operations Manager is responsible for leading and optimizing daily delivery and warehouse operations with a strong focus on measurable performance outcomes, financial accountability and client satisfaction. This role drives operational excellence by managing key performance indicators (KPIs), improving efficiency, reducing claims exposure, strengthening contractor performance and ensuring regulatory compliance. The Operations Manager serves as a primary escalation point for operational and client concerns while supporting retention, growth and long-term client relationships.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Lead, coach, and develop the Operations Manager and broader operations team to ensure effective execution of daily delivery operations.
• Own and manage operational KPIs including on-time delivery, completion rates, claims and damage ratios, cost per stop, labor utilization, safety metrics and customer satisfaction scores.
• Analyze weekly and monthly performance reports to identify trends, gaps and improvement opportunities; implement corrective action plans with measurable results.
• Oversee routing, dispatch, scheduling, loading, staging and inventory processes to ensure operational accuracy, efficiency and cost control.
• Manage the full claims lifecycle, including investigation, documentation, chargebacks, reporting and implementation of damage prevention initiatives.
• Serve as a primary escalation point for client and customer concerns, ensuring timely resolution and professional communication.
• Build and maintain strong working relationships with client representatives, Independent Owner Operators and internal teams to drive service excellence and retention.
• Recruit, evaluate, coach and conduct performance reviews for Independent Owner Operators and operations staff; conduct ride-alongs and quality reviews to ensure performance standards and compliance.
• Monitor contractor settlements and productivity to ensure alignment with operational and financial objectives.
• Ensure compliance with DOT, OSHA and company safety standards; promote a culture of accountability, regulatory adherence, and safe operations.
• Support budgeting, cost management and continuous improvement initiatives within the operation.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associate's degree or equivalent combination of education and relevant experience.
• Minimum of three (3) years of leadership experience in logistics, delivery, transportation or warehouse operations.
• Demonstrated success managing performance metrics and improving operational KPIs.
• Strong analytical, organizational and problem-solving skills with high attention to detail.
• Proficiency in Microsoft Office applications, including advanced use of Microsoft Excel.
• Valid Driver's License with acceptable driving record.

Physical Demands and Work Environment

• Regularly required to stand, walk, bend, kneel and move throughout warehouse and delivery environments.
• May be required to lift and/or move items up to 50 pounds.
• Work is performed in a warehouse and operational setting with exposure to varying temperatures, loading docks and moving equipment.
• Periodic travel within the service area may be required.
• Ability to operate in a fast-paced environment with frequent interaction with contractors, staff and client representatives.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associate's degree or equivalent combination of education and relevant experience.
• Minimum of three (3) years of leadership experience in logistics, delivery, transportation or warehouse operations.
• Demonstrated success managing performance metrics and improving operational KPIs.
• Strong analytical, organizational and problem-solving skills with high attention to detail.
• Proficiency in Microsoft Office applications, including advanced use of Microsoft Excel.
• Valid Driver's License with acceptable driving record.