Operations Manager

Operations Manager — Freight Forwarding Location: HOUSTON ,TX— on-site Reports To: Director of Operations / General Manager Type: Full-Time, Exempt Schedule: Standard business hours, Monday–Friday Compensation: Competitive base + performance bonus, commensurate with experience About Our CLIENT Since 1987, they have delivered end-to-end logistics solutions across air, ocean, and ground freight — including time-critical transport, special handling, transborder (Canada/Mexico) shipping, and warehousing. We serve demanding verticals including automotive, aviation & MRO, electronics & high-tech, energy, medical & healthcare, retail & e-commerce, and trade shows. Our promise is simple: when you call us, you speak with an actual person — guaranteed — and your freight delivers on time. No exceptions, no excuses. Position Summary The Operations Manager owns the day-to-day execution of our freight operations — leading the operations team, driving on-time performance across all modes, managing carrier and agent relationships, and ensuring every shipment moves with the proactive communication our customers expect. This is a hands-on leadership role for a freight-forwarding operator who can balance service excellence, team development, and margin discipline in a fast-moving, multi-modal environment. Key Responsibilities Operational Execution: Direct daily operations across air, ocean, ground, and transborder shipments — booking, routing, dispatch, documentation, and proof of delivery. Team Leadership: Lead, coach, and develop a team of operations coordinators and agents; set clear KPIs, run daily stand‑ups, and manage shift coverage including escalation paths for after‑hours and weekend freight. Service Performance: Own on‑time delivery performance and service recovery; intervene early on at‑risk shipments and communicate proactively with customers before they have to ask. Carrier & Vendor Management: Negotiate and manage carrier, airline, ocean, cartage, and agent relationships; qualify vendors, manage capacity, and hold partners accountable to service standards. Margin & Cost Control: Monitor file‑level profitability; control buy rates, accessorials, and claims exposure to protect gross margin on every shipment. Compliance: Ensure compliance with TSA, IATA/DG, C‑TPAT, customs documentation, and transborder requirements for Canada and Mexico lanes. Systems & Process: Leverage the TMS and proprietary tracking technology to drive visibility, exception management, and reporting; identify and implement process improvements. Time‑Critical Ops: Support time‑critical and special‑handling operations — charters, hand‑carries, expedited ground — where minutes matter and problem‑solving under pressure is the job. Sales Support: Partner with sales on onboarding new accounts, pricing support, and standard operating procedures for key customers in automotive, aerospace/MRO, healthcare, and other core verticals. Required Qualifications 5+ years of freight forwarding / logistics operations experience, with 5+ years in a supervisory or management role. Multi-modal fluency: domestic and international air, ocean (FCL/LCL), FTL/LTL ground, and expedited services. Working knowledge of transborder operations (U.S.–Canada–Mexico) and customs documentation. Hands‑on TMS proficiency (e.g., CargoWise, Magaya, Descartes, or comparable platforms) and strong Excel/reporting skills. Proven carrier negotiation and vendor management experience. Demonstrated ability to lead teams in a high‑pressure, deadline‑driven environment. Customer‑first communication style consistent with a live‑person, no‑excuses service culture. Preferred Qualifications Experience in time‑critical/expedited freight, charters, or AOG (aircraft‑on‑ground) support. Vertical experience in automotive, aviation & MRO, medical/healthcare, or trade show logistics. Certifications: IATA/DG, Hazmat, CLTD, or Customs Broker License (CHB). Warehouse/distribution operations exposure. Success Metrics (First 12 Months) On‑time delivery performance at or above company standard across all modes. Measurable improvement in file‑level gross margin and claims ratio. Team retention and documented development plans for all direct reports. SOPs documented for top accounts; escalation and after‑hours coverage running without service gaps. Why Work Here Nearly four decades in business, a reputation built on answering the phone and delivering on time, and a leadership team that invests in old‑school customer service backed by new‑age technology. You will run operations that customers actually notice — and stake your name on. #J-18808-Ljbffr