Operations Specialist

Position Summary The Operations Specialist - Final Mile is an exempt market-based role responsible for supporting the day-to-day of big and bulky home delivery and installation operations. This position works directly alongside the area manager to ensure routes are staffed, drivers and crews are supported, customers are proactively communicated with, and delivery performance is accurately tracked and audited. The Operations Specialist is expected to maintain a regular on-site presence within their assigned market, provide operational coverage when the manager is unavailable, and step in during periods of elevated volume to ensure service levels are maintained. The ideal candidate is operationally minded, detail-oriented, and comfortable working in a dynamic, fast-paced delivery environment. Key Responsibilities Route Management & Driver Support Assist the market manager in the daily management of delivery routes, driver assignments, and crew coordination for big and bulky home delivery and installation services Serve as a primary point of contact for drivers and delivery crews throughout the day, providing real-time guidance, troubleshooting, and dispatch support Monitor active routes throughout the day, proactively identifying and resolving delays, missed stops, or capacity issues Assist in building and optimizing daily delivery routes using routing software, balancing service commitments, geographic efficiency, and crew capabilities Communicate route details, changes, and special instructions to drivers and installation crews in a clear and timely manner Support on-site operations as needed during high-volume periods, manager absences, or situations requiring additional operational oversight Customer Communication & Follow-Up Conduct pre-delivery outreach to confirm appointment windows, site readiness, and access requirements for big and bulky item deliveries and installations Provide proactive delivery status updates to customers, including ETAs, delays, and any day-of changes affecting their scheduled appointment Handle inbound customer inquiries via phone and email related to delivery scheduling, job status, and post-delivery follow-up Manage reschedule requests and coordinate with routing to minimize customer impact and operational disruption Escalate unresolved service issues, damage claims, or customer complaints to the market manager with full documentation Route Audits & Performance Review Conduct daily and weekly route audits to verify stop completion, time-on-site accuracy, sequence adherence, and overall route efficiency Identify routing inefficiencies, recurring delay patterns, or capacity misalignments and recommend corrective adjustments Review driver and crew performance data against route expectations, flagging discrepancies for manager review Support the preparation of market-level performance summaries and operational reporting for leadership review Proof of Delivery (POD) Audits Audit proof of delivery documentation for all completed stops, ensuring photos, customer signatures, installation confirmations, and exception notes are captured accurately and completely Identify and resolve POD gaps, missing documentation, or discrepancies that could impact customer billing, claims resolution, or compliance requirements Communicate POD deficiencies to drivers and crews, reinforcing documentation standards and accountability Maintain organized records of POD exceptions and resolutions to support trend analysis and process improvement On-Site Operational Support Maintain a consistent on-site presence within the assigned market to provide direct support to the market manager and delivery operations Assume operational responsibilities in the market manager’s absence, ensuring continuity of route execution, driver communication, and customer service Assist with pre-shift planning, vehicle/crew readiness checks, and end-of-day route close-out procedures as needed Act as a liaison between field operations and corporate support teams, ensuring timely communication and issue resolution Other duties as assigned Qualifications Required High school diploma or equivalent required; associate’s or bachelor’s degree in Business, Logistics, Supply Chain, or a related field preferred 2+ years of experience in final mile delivery, home delivery, transportation operations, or a related logistics role Familiarity with routing software and transportation management systems (TMS); experience with platforms such as Onfleet, Route4Me, or similar preferred Strong working knowledge of big and bulky or white-glove delivery operations, including installation service workflows Demonstrated ability to support and communicate with field-based drivers and crews in a fast-paced, high-volume environment Excellent organizational skills with strong attention to detail, particularly in documentation, auditing, and data accuracy Clear, professional verbal and written communication skills for both customer-facing and internal stakeholder interactions Ability and willingness to work on-site within the assigned market on a regular basis, including during peak periods, evenings, and weekends as operationally required Preferred Prior experience in a 3PL, last-mile carrier, or home delivery environment supporting big and bulky or white-glove service lines Experience conducting route audits, POD reviews, or delivery performance analysis Familiarity with carrier compliance requirements, delivery exception management, and claims documentation Bilingual communication skills are a plus in markets with diverse driver and customer populations Physical/Mental Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical requirements include the ability to sit and stand for several hours at a time, walk, reach, bend, stoop, stretch, lift, push, transport, and move up to 25 pounds and to talk and hear. Manual dexterity and visual acuity needed to operate normal office equipment, such as a computer, telephone and copier. Specific vision abilities include close, distance, color and peripheral vision, depth perception, and the ability to adjust focus. Environmental/Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in several types of environments and those that are not climate controlled and involves frequent contact with customers, vendors, employees, builders, job site contacts and the public. Some weekend and evening hours may be required. Benefits: We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), 401(k) match, life insurance, paid holidays and PTO, disability, and career development opportunities. About Allegro Home Delivery: We are a fast-growing nationwide logistics and transportation company with a focus in the middle and final mile home delivery market. Our methodology is taking ownership of the product from origination until it is in the customer’s home. Retailers, distributors, and manufacturers rely on us to orchestrate the fastest deliveries, with the most comprehensive in-home experience. Allegro Home Delivery provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr Asian Rehabilitation Service, Inc.