Senior Operations Manager

Summary

Join Freight Hero as a Senior Operations Manager and play a pivotal role in building and scaling our operational teams. This critical position requires direct experience in the freight brokerage industry, focusing on managing brokerage operations, driving efficiency through KPIs, and implementing process improvements. You will collaborate closely with various teams, including product, engineering, sales, and customer success, to ensure operational excellence as we expand. The ideal candidate will have a proven track record in managing brokerage operations and leading remote teams. This role offers the opportunity to leverage your expertise to optimize processes, improve tools, and contribute to the growth of a rapidly expanding company in the freight brokerage sector.

Requirements

• Previous experience as freight broker, carrier rep, account manager or equivalent positions within a freight brokerage
• Strong background in process development, KPI management, and operational efficiency specific to freight brokers
• Experience leading remote teams and driving outcomes in a distributed work environment
• Deep knowledge of freight brokerage operations, compliance, and industry best practices and challenges

Responsibilities

• Build, scale, and manage high-performing operational teams, including those with direct brokerage experience
• Design and implement a comprehensive training program for onboarding new team members
• Oversee hiring, performance evaluation, and ensure the team maintains high performance and alignment with company goals
• Leverage your freight brokerage operations experience to develop, document, and iterate on operational processes to maximize efficiency and scalability
• Establish and monitor key performance indicators (KPIs) to measure and enhance team productivity
• Identify and implement opportunities for process automation and technology integration tailored to the needs of freight brokers
• Lead sales and operations planning (S&OP) efforts to support company growth and client onboarding
• Forecast and allocate resources effectively to meet both current and future operational demands within the freight brokerage space
• Serve as the main operational stakeholder for the product and engineering teams, bringing actionable insights based on your knowledge of freight brokerage to improve tools and workflows
• Work with client success and sales teams to ensure seamless onboarding and service delivery for new freight brokerage clients
• Manage and coordinate remote operational teams across multiple locations
• Foster a cohesive and productive team environment through clear communication and robust remote management practices

Preferred Qualifications

• Familiarity with integrating and leveraging technology within brokerage operational teams
• Experience managing large teams of outsourced personnel in Latin America or Asia
• Proficiency in Portuguese and/or Spanish