Operations Manager

Operations ManagerThe Operations Manager is responsible for overseeing daily operations across residential, commercial, and logistics services to ensure efficient, safe, and high-quality service delivery. This role drives operational excellence, workforce performance, customer satisfaction, and profitability while aligning with company values and growth objectives.Operations OversightManage day-to-day operations for: Residential moves (local & long-distance)Commercial/office relocationsLogistics, storage, and distribution servicesEnsure all jobs are staffed, scheduled, and executed efficientlyMonitor dispatch, routing, and crew assignments to optimize productivityOversee warehouse and storage operations, including inventory controlTeam Leadership & DevelopmentLead, coach, and develop operations staff including supervisors, drivers, movers, and warehouse personnelConduct performance management, training, and disciplinary actions as neededPartner with HR on hiring, onboarding, and retention strategiesFoster a culture of safety, accountability, and customer service excellenceCustomer ExperienceEnsure high-quality service delivery and positive customer interactionsResolve escalated customer concerns and service issuesPartner with sales and customer service teams to ensure seamless execution from booking to completionFinancial & Operational PerformanceManage labor, equipment, and operational costs to meet budget targetsMonitor key metrics (KPIs): On-time performanceClaims/damage ratiosLabor efficiencyRevenue per move/jobIdentify and implement process improvements to increase efficiency and profitabilitySafety & ComplianceEnsure compliance with DOT, OSHA, and all local/state/federal regulationsMaintain safety programs, training, and incident reportingOversee vehicle safety, maintenance coordination, and driver complianceLogistics & Equipment ManagementManage fleet utilization and maintenance coordinationEnsure proper use and availability of moving equipment, materials, and suppliesOversee warehouse operations including receiving, storage, and shipment trackingCross-Functional CollaborationPartner with Sales, Customer Experience, Payroll, and HR teams to ensure alignmentSupport business growth initiatives, new service offerings, and operational scalingParticipate in leadership meetings and strategic planningQualificationsRequired5+ years of operations management experience (moving, logistics, transportation, or related industry preferred)Strong leadership and team management experienceKnowledge of residential and commercial moving operationsExperience managing scheduling, dispatch, and workforce logisticsUnderstanding of DOT and safety compliance requirementsStrong problem-solving and decision-making skillsPreferredExperience in multi-site or multi-state operationsBackground in warehouse/logistics/distribution managementFamiliarity with CRM/dispatch systems (e.g., HubSpot, Movers Suite, or similar)Bachelor's degree in Business, Logistics, or related field (or equivalent experience)Key CompetenciesLeadership & accountabilityOperational efficiency & executionCustomer focusStrategic thinkingCommunication & collaborationAdaptability in fast-paced environmentsWorking ConditionsCombination of office, warehouse, and field environmentsMay require early mornings, evenings, weekends, and on-call supportOccasional travel between locations