Operations Manager

Summary

Join USPack, a leading logistics provider specializing in same-day delivery, and contribute to their mission of helping businesses succeed in the delivery economy. As an Operations Manager, you will be responsible for managing and coordinating transportation services for a designated group of clients, ensuring their needs are met through effective utilization of independent contractors as delivery drivers. This role involves building relationships with clients, managing independent contractors, and ensuring efficient route planning and service delivery. You will also be responsible for monitoring and managing gross margins, ensuring they meet or exceed budgeted targets. This position requires experience in logistics, route management, and customer service, as well as strong interpersonal and communication skills. USPack offers a competitive salary and benefits package, including health insurance, disability/life insurance, paid time off, and a 401(k) plan.

Requirements

• Experience with utilizing IC’s, logistics/courier route management, route scheduling and customer service
• Excellent interpersonal skills necessary for driver and customer interactions
• Ability to effectively communicate verbally and in writing at all levels of the organization
• Independent judgment required to plan, prioritize, and organize competing tasks or demands that may be deadline driven
• Ability to understand the independent contractor relationship
• Ability to work from home with travel throughout assigned area as required
• Ability to work additional hours to deal with operational issues when necessary
• Proficient in basic MS Office Programs (Outlook, Excel, and Word)
• Must maintain a valid driver’s license and clean, functional vehicle
• Ability to lift up to 50 pounds on occasion
• College Degree with some experience or a High School Diploma with equivalent combination of education and experience

Responsibilities

• The Operations Manager provides overall management and coordination of transportation services for an assigned group of customers
• This position is responsible to identify, transmit and satisfy our customers’ needs by contracting and utilizing Independent Contractors as delivery drivers delivering products from our clients’ location(s) to designated locations
• Meet with Client on a frequent basis to build relationship & Complete Visit Documentation
• Review of OTD, Piece Scan and Location Scan by Account
• Creating, reviewing, and resolving service issues utilizing Delivery Incident Report’s (DIR's)
• Complete customer reports/audits
• Independent Contractor (IC) Activities
• Meet with potential IC to verify capabilities of candidate
• Meet with IC's to discuss route, stops, issues, client concerns, and scanning
• Orient IC’s to Client Standards, Standard Operating Procedure (SOP), and enter into system
• Monitor services to ensure IC’s meet all contractual requirements (apparel, paperwork, etc.)
• Assist in troubleshooting eCMobile issues
• Plan route coverage and route changes and communicate with IC
• Ensure all services are performed in a timely manner
• Gross Margin Management
• Negotiate with IC’s regarding contracted services and settlement
• Monitor Gross Margin by Account to ensure it exceeds budgeted targets
• Complete driver pays activities (Special Order Request’s (SOR's), service type adjustments, manual adjustments)
• Perform other duties as assigned

Preferred Qualifications

Six Sigma Green Belt Certification preferred

Benefits

• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• Paid Sick Time