Regional Director of Operations

Regional Director of Operations
Metropolitan Warehouse & Delivery
Department: Operations
Reports To: VP of Operations
Direct Reports: Regional Managers
Salary Range: $120,000-$140,000
Benefits: Metropolitan Warehouse & Delivery standard benefits package
Location: Assigned Region
Travel: As required to support regional facilities, customers, and operational initiatives.

Position Overview
The Regional Director of Operations is responsible for the overall performance, leadership, and
development of warehouse and distribution operations throughout the assigned region. Reporting
to the VP of Operations, this position provides direct leadership and oversight of Regional
Managers, who are accountable for the day-to-day performance of their assigned facilities.
The Regional Director establishes operating standards, drives financial and operational
performance, develops leadership talent, and ensures consistent execution across all facilities.
This role holds Regional Managers accountable for safety, customer service, productivity, labor
management, inventory accuracy, and profitability while ensuring alignment with Metropolitan
Warehouse & Delivery's companywide objectives.
The Regional Director translates company strategy into measurable regional results, strengthens
leadership accountability, and drives continuous improvement across the operation. Success
requires the ability to lead through others, identify opportunities for improvement, and ensure
each Regional Manager delivers consistent, measurable results.

Reporting Structure & Leadership Accountability
Reporting Hierarchy:
VP of Operations

Regional Director of Operations

Regional Managers

Facility Managers / Operations Managers

Supervisors and Frontline Teams

The Regional Director is accountable for regional results and leads through the Regional
Manager structure. Regional Managers maintain responsibility for the daily management and
performance of their assigned facilities, while the Regional Director provides strategic direction,
performance oversight, coaching, and accountability.

Primary Responsibilities
1. Regional Operations Leadership
- Provide leadership and accountability for operational performance across all assigned
regional facilities.
- Directly manage and develop Regional Managers, establishing clear performance
expectations and measurable objectives.
- Ensure consistent execution of company policies, operating procedures, customer
requirements, and service standards.
- Conduct regular business reviews with Regional Managers to evaluate performance,
address operational challenges, and establish corrective actions.
- Partner with the VP of Operations to implement company initiatives and achieve regional
objectives.
- Ensure effective coordination between warehouse operations, transportation, linehaul,
final-mile, customer service, and corporate functions.
- Support facility launches, expansions, customer implementations, and regional growth
initiatives.
2. Regional Manager Development & Accountability
- Recruit, coach, develop, and retain high-performing Regional Managers.
- Establish clear accountability for financial results, service performance, safety,
productivity, and leadership effectiveness.
- Evaluate Regional Manager performance through regular reviews of KPIs, financial
results, and operational execution.
- Develop leadership succession plans and strengthen the management pipeline throughout
the region.
- Ensure Regional Managers effectively lead their facility management teams and maintain
appropriate staffing and leadership coverage.
- Address performance deficiencies through structured coaching, improvement plans, and
accountability measures.
- Promote a culture of ownership, collaboration, continuous improvement, and consistent
execution.
3. Customer Service & Operational Performance
- Ensure regional facilities meet customer SLAs, contractual commitments, and
Metropolitan service standards.

- Support customer relationships and participate in business reviews and escalated
operational discussions as needed.
- Identify service risks and performance gaps before they negatively affect customers.
- Hold Regional Managers accountable for resolving customer escalations, inventory
discrepancies, product damage, and service failures.
- Partner with Customer Success and Account Management to improve customer
satisfaction, service quality, and retention.
4. Financial & Productivity Management
- Maintain accountability for regional operating budgets, labor expenses, productivity, and
financial performance.
- Monitor key cost drivers, including labor utilization, overtime, temporary labor, cost per
unit, cost per CFT, and facility capacity.
- Identify opportunities to reduce operating costs, improve throughput, optimize labor, and
increase facility utilization.
- Review financial performance with Regional Managers and implement corrective actions
when results fall below expectations.
- Support forecasting, budgeting, and resource planning in partnership with the VP of
Operations and other functional leaders.
- Ensure Regional Managers understand their financial responsibilities and actively
manage their facilities to established targets.
5. Inventory, Quality & Process Compliance
- Ensure consistent execution of receiving, putaway, storage, picking, staging, shipping,
cross-dock, returns, and inventory control processes.
- Maintain high standards for inventory accuracy, scan compliance, order fulfillment, and
product handling.
- Ensure consistent execution of Metropolitan's standard operating procedures across all
facilities.
- Hold Regional Managers accountable for inventory discrepancies, product damage,
warehouse claims, and process compliance.
- Standardize successful processes and best practices across the region.
- Ensure facilities maintain appropriate housekeeping, security, equipment, and building
standards.
6. Safety & Risk Management
- Establish and reinforce a regional culture focused on employee safety, regulatory
compliance, and risk reduction.
- Ensure Regional Managers maintain compliance with applicable OSHA requirements and
company safety policies.
- Review safety performance, incidents, and corrective actions with Regional Managers.
- Drive accountability for equipment safety, facility conditions, employee training, and
incident prevention.

- Ensure corrective actions are completed promptly and effective safety practices are
implemented consistently across the region.
7. KPI Management & Continuous Improvement
- Establish disciplined weekly and monthly performance reviews with Regional Managers.
- Monitor regional KPIs and identify trends, operational risks, and opportunities for
improvement.
- Develop and execute corrective action plans for underperforming facilities.
- Lead initiatives to improve productivity, service, quality, inventory accuracy, and cost
efficiency.
- Use operational data to support decision-making and measure the effectiveness of
improvement initiatives.
- Provide regular performance updates, analysis, and recommendations to the VP of
Operations.
- Ensure accountability for results at every level of the regional organization.

Key Performance Indicators
Performance will be measured across key operational areas, including:
- Regional financial performance versus budget
- Customer SLA attainment and service performance
- Labor productivity and utilization
- Operating cost and cost-per-unit performance
- Inventory accuracy and order fulfillment
- Product damage and warehouse claims
- Facility capacity and throughput utilization
- Safety incidents and corrective action completion
- Employee turnover, attendance, and leadership development
- Customer escalations and issue resolution
- SOP compliance and operational consistency
- Regional Manager performance and accountability
- Continuous improvement and cost-saving initiatives

Qualifications
- Bachelor's degree in Supply Chain, Logistics, Operations Management, Business, or a
related field preferred.
- 10+ years of progressive leadership experience in warehouse, distribution, transportation,
or logistics operations.
- Experience leading multiple facilities, Regional Managers, or geographically dispersed
operational teams preferred.
- Demonstrated ability to manage financial performance, operating budgets, KPIs,
customer SLAs, and productivity standards.

- Experience in 3PL warehousing, furniture, big-and-bulky products, home furnishings, or
final-mile logistics preferred.
- Strong understanding of warehouse operations, inventory management, transportation
coordination, and distribution processes.
- Proven ability to develop leaders, improve operational performance, and manage
organizational change.
- Strong financial, analytical, problem-solving, and decision-making skills.
- Excellent communication, relationship management, coaching, and leadership abilities.
- Ability to travel regularly between regional facilities and customer locations.
- Ability to manage multiple priorities in a fast-paced, growth-oriented environment.

Leadership Profile
The successful candidate will be a results-driven leader who combines strategic thinking with
strong operational execution. This individual will lead through Regional Managers, establish
clear accountability, develop high-performing leadership teams, and ensure consistent operating
standards across all assigned facilities.
The Regional Director must be able to evaluate performance through financial and operational
metrics, coach and develop Regional Managers, resolve escalated customer and operational
issues, and implement improvements that deliver measurable results.
The primary responsibility of this role is to ensure Regional Managers successfully lead
their respective operations while delivering consistent results across the region. The
Regional Director is accountable for regional performance, leadership effectiveness, customer
satisfaction, safety, productivity, and profitability.

Overall Accountability
The Regional Director of Operations reports directly to the VP of Operations and is accountable
for executing regional operational objectives in alignment with the company's overall business
strategy. Regional Managers report directly to the Regional Director and are responsible for
executing these objectives within their assigned areas.

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