Director, Operations

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

📋 Description

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

• Take ownership of operational and financial outcomes, focusing on service enhancements, continuous improvement, revenue generation, labor and contractor expenses, contribution margins, controllable costs, budgeting, and profit enhancement strategies.

• Define and evaluate KPIs related to client scorecards, on-time delivery, job completion, customer satisfaction, damages, claims, revisits, productivity, capacity, safety, and profitability.

• Facilitate daily, weekly, and monthly operational reviews; identify root causes, assign actionable steps, and ensure sustained resolutions.

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

• Guarantee adequate delivery capacity in anticipation of forecasted demand, seasonal surges, new business opportunities, and contingency needs.

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

• Ensure compliance with company policies, customer expectations, contracts, safety regulations, OSHA, DOT, and all applicable laws.

• Collaborate with Business Operations and support teams on capacity, compliance, quality, claims, safety, and risk management initiatives.

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

• Aid in customer retention, contract renewals, implementation processes, market launches, expansions, and the introduction of new service offerings.

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

• Promote standardized work, process documentation, technology integration, data accuracy, and consistent application of operational systems.

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

• Cultivate and develop leadership teams through selection, onboarding, coaching, performance management, succession planning, recognition, and leadership training.

• Foster an inclusive and accountable operational culture.

• Provide senior operations leadership with insights into financial, customer, safety, compliance, capacity, talent, and operational risks.

• Lead regional, market, and site operations leaders and their teams, both directly and indirectly.

⛳️ 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.

• A minimum of eight years of progressively responsible experience in transportation, logistics, supply chain, final mile, home delivery, or similar operational environments.

• At least three years of experience managing multiple sites, markets, or geographically diverse teams.

• Proven accountability for an operating budget or profit and loss (P&L) management.

• Capability to convert financial and operational data into actionable strategies and business decisions.

• Experience in leading operations backed by independent contractor delivery networks is essential.

• Direct experience in final mile or home delivery is required.

• Preference for experience with large and bulky products, appliance delivery and installation, or national retail programs.

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

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

• Strong operational leadership and change management skills are essential.

• Financial expertise 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.

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

• Ability to mentor leaders, set clear expectations, hold teams accountable, and nurture succession planning.

• Strong 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.

• Must be willing and able to travel frequently throughout the United States, including regular field visits and occasional overnight, weekend, or extended travel.

• Excellent verbal and written communication skills.

• 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.

• Ability to prioritize, re-prioritize, multitask, organize workflow, and meet deadlines.

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

• No certificates, licenses, or registrations required.

🏝️ Benefits

• A competitive salary accompanied by a comprehensive benefits package, including a 401(k) plan with company matching.

• Weekly pay for employees on hourly compensation.

• Biweekly pay for salaried employees.

• Paid Time Off (PTO).

• Paid company holidays.

• Tuition reimbursement program.

• Support for education and professional development.

• Commitment to equal employment opportunities and protection from discrimination and harassment.