Director, Operations

This is a fully remote position, open to applicants in Oklahoma, +1 more state.

📋 Description

• Oversee the daily operations in designated Home Delivery markets, which encompass warehouse management, transportation, routing, dispatch, delivery, installation, returns, and customer resolution activities.

• Take ownership of both operational and financial outcomes, including service enhancement plans, ongoing improvement initiatives, revenue generation, cost management, contribution margins, controllable expenses, budget adherence, and profit enhancement strategies.

• Develop and assess KPIs, client scorecards, on-time delivery metrics, completion rates, customer satisfaction levels, damage reports, claims, revisits, productivity assessments, capacity evaluations, safety measures, and profitability indicators.

• Conduct daily, weekly, and monthly operational reviews; identify fundamental issues, delegate actions, and ensure the resolution of performance discrepancies.

• Maintain a visible presence in the field through market visits, site assessments, coaching of leaders, customer engagement, and validation of operational protocols.

• Ensure adequate qualified delivery capacity to meet projected demand, seasonal fluctuations, new business opportunities, and contingency planning.

• Administer contractor settlements, compensation structures, incentive programs, compliance measures, and performance initiatives.

• Guarantee compliance with company policies, customer specifications, contractual obligations, safety regulations, and pertinent laws, including OSHA and DOT requirements when applicable.

• Collaborate with the Vice President of Business Operations and support teams on capacity, compliance, quality assurance, claims management, settlement governance, safety, and risk mitigation strategies.

• Act as the operational leader and escalation contact for designated customer relationships; drive corrective actions and facilitate business reviews.

• Aid in customer retention, contract renewals, implementations, market introductions, operational expansions, and the integration of new service offerings.

• Formulate annual operating plans, forecasts, staffing and capacity strategies, and requirements for capital or equipment.

• Promote standard procedures, documentation of processes, technology integration, data accuracy, and consistent application of operational systems.

• Utilize Lean, Six Sigma, or similar continuous improvement methodologies.

• Build and nurture a high-performing leadership team through selection, onboarding, coaching, performance management, succession planning, recognition, and leadership development initiatives.

• Foster an inclusive, accountable operational culture by incorporating feedback from employees, contractors, customers, and stakeholders.

• Provide timely insights into significant financial, customer, safety, compliance, capacity, talent, and operational risks, along with recommended actions.

• Carry out additional duties and responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, Engineering, or a related discipline, or an equivalent combination of education and relevant operational leadership experience.

• Eight or more years of progressively responsible experience in transportation, logistics, supply chain, final mile, home delivery, or a similar operational setting.

• Minimum of three years of experience managing multiple sites, markets, or geographically dispersed teams.

• Proven accountability for an operating budget or P&L.

• Experience in leading operations supported by independent contractor delivery networks is required.

• Direct experience in final mile or home delivery operations is mandatory.

• Familiarity with large and bulky products, appliance delivery and installation, or national retailer programs is highly preferred.

• Experience with customer implementations, market launches, operational turnarounds, contract renewals, or expansion initiatives is preferred.

• Lean, Six Sigma, or similar continuous improvement training or certification is preferred.

• Strong operational leadership and change management abilities.

• Financial acumen and a solid understanding of Home Delivery unit economics, contractor expenses, labor productivity, forecasting, budgeting, and profitability drivers.

• Proficient in utilizing KPIs, scorecards, trend analysis, and root-cause problem-solving techniques.

• Working knowledge of warehouse management, routing, dispatch, delivery, installation, claims, contractor compliance, and customer experience processes.

• Ability to develop leaders, establish expectations, hold teams accountable, and build succession depth across multiple locations.

• Strong skills in customer relationship management, negotiation, presentation, written communication, and executive escalation.

• Capability to influence across Operations, Business Operations, Account Management, Finance, Technology, Human Resources, Sales, and Client Success.

• Willingness and ability to travel frequently within the United States, including regular field visits and occasional overnight, weekend, or extended trips.

• Proficiency in Microsoft Office Suite and operational reporting tools.

• Familiarity with transportation management, routing and dispatch, warehouse management, customer service, labor/timekeeping, contractor management, financial, and business intelligence applications.

• Ability to occasionally lift and/or move up to 25 pounds.

• Certificates/Licenses/Registrations: None required.

🏝️ Benefits

• All qualified applicants will be given consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.