Director, Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee daily operations within designated Home Delivery markets, encompassing warehouse management, transportation, routing, dispatch, delivery, installation, returns, and customer resolution activities.

• Take ownership of operational and financial outcomes, including service enhancement plans, continuous improvement initiatives, revenue generation, expenses, contribution margin, controllable costs, budget performance, and strategies for profit enhancement.

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

• Lead daily, weekly, and monthly operational reviews; identify root causes, assign corrective actions, and confirm the sustained resolution of performance discrepancies.

• Maintain a strong field presence through market visits, site observations, coaching of leaders, engaging with customers, and validating adherence to operating standards.

• Ensure adequate qualified delivery capacity to meet forecasted demand, seasonal surges, new business opportunities, and contingency needs.

• Implement contractor settlement, compensation, incentive, compliance, and performance programs.

• Guarantee compliance with company policies, customer specifications, contractual obligations, safety standards, OSHA, DOT, and relevant regulations.

• Collaborate with the Vice President of Business Operations and supporting functions on capacity, compliance, quality, claims, settlement governance, safety, and risk mitigation strategies.

• Act as the operational leader and escalation point for assigned customer relationships.

• Assist in customer retention, contract renewals, implementations, market launches, operational expansions, and new service initiatives.

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

• Promote standard practices, process documentation, technology adoption, data integrity, and consistent application of operational systems.

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

• Cultivate and develop a high-performing leadership team through effective selection, onboarding, coaching, performance management, succession planning, recognition, and leadership growth.

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

• Perform 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 pertinent operational leadership experience.

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

• A minimum of three years of experience leading multiple sites, markets, or geographically diverse teams.

• Proven track record of managing an operating budget or P&L.

• Experience overseeing operations that utilize independent contractor delivery networks.

• Direct experience in final mile or home delivery services is essential.

• Preference for candidates with experience in big-and-bulky products, appliance delivery and installation, or national retailer programs.

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

• Lean, Six Sigma, or comparable continuous improvement training or certification is advantageous.

• Strong operational leadership and change management skills.

• Financial insight and 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.

• Familiarity with warehouse operations, routing, dispatch, delivery, installation, claims, contractor compliance, and customer experience processes.

• Capability to develop leaders, set expectations, hold teams accountable, and cultivate succession depth.

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

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

• Willingness and ability to travel frequently within the United States.

• Proficient in Microsoft Office Suite and operational reporting tools.

• Working knowledge of transportation management, routing and dispatch, warehouse management, customer service, labor/timekeeping, contractor management, financial, and business intelligence applications.

• Exceptional written and verbal communication skills.

• Must be able to occasionally lift and/or move up to 25 pounds.

🏝️ Benefits

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

• An inclusive and accountable operating culture.

• Required personal protective equipment is provided while working in operational environments.