Director, Ops Support – Quality and Customer Care

This is a fully remote position, open to applicants in New Jersey, +2 more states.

📋 Description

• Provide strategic leadership across operational performance, quality, customer experience, claims management, process enhancement, and financial performance within the Last Mile network.

• Identify performance deficiencies throughout the network, develop scalable solutions, and ensure accountability from root cause analysis through sustainable corrective measures.

• Collaborate with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to establish standardized operational practices and enhance service execution.

• Offer leadership and governance for Ops Support, Claims, and Customer Center/Customer Care Operations.

• Directly lead and hold accountable Senior Managers and Operations Support Managers.

• Set goals, performance expectations, and priorities for the team.

• Promote standardized operating procedures across warehouse and product flow, workforce scheduling, routing, route monitoring, facility operations, staffing, carrier management, and organizational design.

• Assist field leadership during performance challenges, new site openings, implementations, and significant operational changes.

• Convert Voice of Customer insights into operational enhancements.

• Monitor service failures, escalations, and recurring customer issues until resolution and through continuous improvement initiatives.

• Establish standardized processes for claims and customer care, including service levels, escalation protocols, documentation requirements, and performance expectations.

• Identify operational root causes for claims and complaints and execute corrective actions.

• Advance automation and technology solutions for claims intake, assignment, communication, documentation, resolution, recovery, and reporting.

• Lead cross-functional continuous improvement initiatives.

• Recognize revenue leakage, unnecessary expenses, productivity gaps, and opportunities for financial recovery.

• Utilize data and analytics to uncover trends, prioritize opportunities, and evaluate the effectiveness of corrective actions.

• Present performance trends, risks, financial implications, and strategic recommendations to senior leadership.

• Serve as a liaison between senior leadership, field operations, functional teams, and client-facing organizations.

⛳️ Requirements

• 7+ years of pertinent experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or related areas.

• 3+ years of leadership experience overseeing teams, programs, or cross-functional initiatives.

• Proven experience in enhancing operational performance across multiple locations or business units.

• Strong comprehension of operational KPIs, customer service metrics, financial performance, and process improvement.

• A Bachelor’s degree in Supply Chain or Logistics is preferred.

• Willingness to occasionally travel between branches, regions, and corporate headquarters.

• 10 years of progressive transportation management experience is preferred.

🏝️ Benefits

• Competitive compensation.

• Paid time off, including up to 8 holidays, up to 2 floating Diversity Days, up to 15 days PTO for salaried employees, up to 40 hours of bereavement leave, up to 16 hours for volunteer time, jury duty, at least 2 weeks of family bonding leave, and up to 40 hours of prenatal care leave.

• 401(k) retirement plan featuring up to a 5% company match.

• Comprehensive health benefits including health, prescription, dental, and vision insurance, along with basic and supplemental life, short- and long-term disability, accidental death and personal loss, business travel, legal services, ID theft protection, accident, critical illness, and hospital indemnity insurance.

• Access to an Employee Assistance Program (EAP).

• Tuition reimbursement available.

• Adoption assistance provided.

• Health Savings Account options.

• Health Care Flexible Spending Account available.

• Dependent Care Flexible Spending Account options.

• Commuter Spending Account available.

• Health Reimbursement Arrangement options.