Delivery Operations Manager

Title: Delivery Operations Manager

Reports to: CEO

Location: 759 Hicks Street, Brooklyn, NY 11231

Type: Full-Time

FLSA Status: Exempt

Status: Non-Union

Salary: $80,000 to 85,000/year

Position Summary: Small Batch Delivery is looking for a hands-on Delivery Operations Manager to oversee the day-to-day operations of our delivery team. This person will work closely with our drivers to ensure routes run smoothly, deliveries are completed on time and to our standards, vehicles are properly maintained, and any issues that arise are addressed quickly and effectively.

This is a hands-on role. In addition to managing the delivery operation, you will be expected to work alongside our drivers, help troubleshoot issues in the field, coordinate vehicle maintenance, and step in as a backup driver when needed. The ideal person is dependable, organized, practical, and comfortable working independently. This role is well suited to someone who enjoys working in a small business environment, takes pride in doing things well, and values consistency, reliability, and excellent service

General Responsibilities:

1. Daily Delivery Operations

• Oversee the day-to-day delivery operation and ensure routes are running smoothly and according to schedule.
• Communicate effectively during the day with Leadership
• Coordinate daily routes, delivery schedules, and driver coverage.
• Monitor deliveries throughout the day and address issues as they arise.
• Complete daily closing procedures and ensure all required operational reports are filled out and documented.
• Conduct daily debriefs with drivers and communicate any issues or follow-up items to the appropriate team members.

2. Driver Management

• Serve as the primary point of contact for delivery drivers.
• Manage driver schedules, attendance, PTO, and daily coverage.
• Train and onboard drivers and ensure they understand company procedures, product handling, safety expectations, and our white-glove service standards.
• Provide ongoing feedback and coaching and address performance issues when necessary.
• Maintain a positive, professional, and accountable team culture.

3. Hands-On Delivery Support

• Serve as a backup driver when needed due to call-outs, scheduling issues, or special deliveries.
• Assist with deliveries or other operational needs when necessary.
• Be comfortable working in the field and alongside the delivery team rather than working exclusively from a desk.

4. Fleet & Vehicle Management

• Oversee the day-to-day condition and cleanliness of all delivery vehicles.
• Coordinate routine maintenance, repairs, inspections, and preventative maintenance with leasing and service providers.
• Address vehicle issues reported by drivers in a timely manner.
• Monitor vehicle-related systems, including GPS and temperature-monitoring equipment.
• Ensure vehicle registrations, licenses, insurance documentation, and other required records remain current.

5. Product Handling & Food Safety

• Maintain established cold-chain and food-safety procedures.
• Ensure drivers are properly trained in the handling and delivery of refrigerated and perishable products.
• Monitor product handling and address issues involving damage, breakage, missing items, temperature concerns, or miscounts.
• Maintain our standards for careful, professional, and white-glove delivery service.
• Hold weekly check ins with Team and Quality Assurance to make sure goals are met.

6. Communication & Problem Solving

• Maintain clear and consistent communication with drivers, customers, and management.
• Respond calmly and effectively to unexpected delivery, vehicle, staffing, or customer issues.
• Take ownership of problems and follow them through to resolution.

Specific Tasks:

1. Daily Operations

• Review the day's delivery schedule and confirm that there are no scheduling conflicts.
• Communicate with drivers throughout the day as needed to ensure routes are running smoothly.
• Monitor delivery completion, including scheduled delivery windows, required photos, temperature requirements, and customer-specific instructions.
• Complete the daily closing checklist and confirm that all required tasks have been completed.
• Conduct a daily debrief with drivers and document any issues that require follow-up.
• Communicate significant operational issues to the CEO.

2. Driver Management

• Confirm daily driver attendance and address call-outs or scheduling issues.
• Manage driver schedules, PTO requests, and hours.
• Train new drivers on delivery procedures, product handling, safety, customer service, and company expectations.
• Ensure drivers maintain a courteous, professional, and service-oriented approach with customers.
• Provide coaching and address performance or process issues when necessary.

3. Product & Delivery Quality

• Ensure all products are handled carefully and delivered according to established white-glove standards.
• Investigate and resolve issues involving damaged product, breakage, missing items, miscounts, or other delivery discrepancies.
• Ensure drivers follow established temperature-control and food-safety procedures.
• Follow up on recurring delivery issues and work with the appropriate team members to prevent them from becoming ongoing problems.

4. Fleet & Maintenance

• Conduct or oversee weekly vehicle cleaning and inspections.
• Ensure vehicles are returned in clean, safe, and good working condition.
• Coordinate oil changes, tire service, preventative maintenance, repairs, and other vehicle needs.
• Coordinate scheduled maintenance with leasing companies and service providers such as Ryder.
• Address driver-reported vehicle issues promptly.
• Monitor and troubleshoot operational equipment and systems, including GPS, routing software, and temperature-monitoring equipment.
• Maintain current vehicle licenses, registrations, insurance documentation, and related records.
• Liaise with the insurance company as needed regarding certificates of insurance, vehicle incidents, or other operational matters.

5. Farmers Market Operations

• Oversee the weekend farmers market delivery operation and respond to vehicle, staffing, or route issues as they arise.
• Coordinate with weekend market managers and drivers to ensure smooth operations.
• Monitor routes and delivery performance to ensure customer and company standards are met.
• Step in to assist with deliveries or other operational needs when necessary.

6. Route & Process Management

• Work with the CEO when new customers or stops are added to determine the best way to incorporate them into existing routes.
• Use Optimo and other company systems to maintain accurate schedules and delivery information.

Physical Requirements & Expectations:

This is a hands-on operational role. The Delivery Operations Manager is expected to work alongside the delivery team and be willing to step into the field when needed.

• Must be able to safely lift and carry up to 50 pounds at a time.
• Must be comfortable loading, unloading, and handling refrigerated and perishable products.
• Must be able to spend extended periods on their feet and moving between vehicles, facilities, and delivery locations.
• Must be able to drive a delivery vehicle for an extended shift when serving as a backup driver.
• Must be willing and able to serve as a backup driver when needed, including covering driver call-outs or special deliveries.
• Must be comfortable working in varying weather conditions and in a fast-paced, hands-on delivery environment.
• Must be able to safely perform the physical requirements of the position while following all company safety procedures.
• The role requires flexibility to respond to operational needs as they arise.

Skills and Qualifications:

• Valid New York State driver's license.
• Strong organizational skills and the ability to manage multiple priorities in a hands-on environment.
• Strong communication skills and the ability to work effectively with drivers, customers, vendors, and internal team members.
• Comfortable working independently and taking ownership of tasks and problems from start to finish.
• Comfortable using basic technology and learning operational software, including Optimo and other company systems.
• Able to remain calm, practical, and solution-oriented when unexpected issues arise.
• Fluent in English, both written and spoken.
• Willing and able to serve as a backup driver and perform the physical requirements of the position.

Preferred Experience

• Experience in the delivery of refrigerated, perishable, or temperature-sensitive products.
• Experience managing or supervising drivers or a small team.
• Familiarity with vehicle maintenance, scheduling, routing, or fleet coordination.
• Experience working in a small business or similar environment

The Right Fit

• You enjoy working in a small business and are comfortable being hands-on
• You are dependable, punctual, organized, and take pride in doing things correctly.
• You take ownership in problem solving.
• You care about the quality of the customer experience and understand the importance of consistency and attention to detail.

Schedule Needs: Our delivery operations run Tuesday through Sunday.

• The role requires flexibility, as operational needs may occasionally require schedule adjustments, including early mornings, weekends, or staying later than originally planned.
• Weekend availability is required as part of the role.
• During the first year, the schedule may require additional flexibility as the role, team, and operational needs develop.

Other Duties: Please note this job description is not designed to cover or contain a

comprehensive listing of activities, duties or responsibilities that are required of the employee for

this job. Duties, responsibilities and activities may change at any time.