Operations Manager

Operations Manager

NOVO Health Services is seeking a strategic and experienced Operations Manager to lead courier and trucking operations across our New Hampshire market, ensuring safe, efficient, and compliant service delivery in a 24/7, 365-day operating environment.

This role is responsible for overseeing drivers, dispatch personnel, and operational staff, directing recruitment, coaching, and performance management while driving results across safety, compliance, customer service, and financial performance.

The ideal candidate is a strategic, hands-on leader with strong operational and people-management skills, a track record of driving KPI performance, and the ability to build strong relationships with customers and cross-functional partners.

Key Responsibilities

• Provide strategic leadership and day-to-day oversight of all courier and trucking operations within the New Hampshire market, ensuring safe, efficient, and compliant service delivery
• Monitor key performance indicators (KPIs), including on-time delivery, route efficiency, customer satisfaction, driver productivity, attendance, safety, and financial performance
• Analyze operational data to identify trends, improve efficiencies, reduce costs, and implement continuous improvement initiatives
• Manage scheduling, staffing levels, route optimization, and resource allocation to ensure operational excellence while controlling labor expenses
• Ensure all equipment, company assets, and operational facilities are properly maintained and utilized efficiently
• Conduct facility audits, ride-alongs, driver observations, and operational quality inspections
• Assist with launching new customer accounts and expanding existing courier and trucking operations

• Direct the recruitment, hiring, onboarding, training, coaching, and performance management of drivers, dispatch personnel, and operational staff
• Conduct regular performance reviews, disciplinary actions, coaching sessions, and employee development plans to build a high-performing operations team
• Promote employee engagement, retention initiatives, and company culture
• Support recruiting efforts through interviews, hiring events, and community outreach
• Serve as acting regional leadership when needed

• Ensure all transportation operations comply with customer regulations, DOT, OSHA standards, HIPAA, company policies, customer requirements, and all applicable federal, state, and local regulations
• Lead investigations involving accidents, customer complaints, safety incidents, service failures, and employee concerns while ensuring proper documentation and corrective action
• Maintain high standards of professionalism, accountability, integrity, and customer service throughout all areas of operation

• Develop and maintain strong relationships with customers by delivering exceptional service, responding to operational concerns, and proactively resolving issues
• Participate in customer meetings, operational reviews, contract implementations, and business development efforts when necessary
• Be available to respond to operational emergencies, customer escalations, and after-hours business needs as required

• Partner with Human Resources, Safety, Recruiting, Payroll, and Executive Leadership to support company initiatives and operational goals
• Prepare operational reports, forecasts, budgets, and staffing plans while maintaining accountability for departmental financial performance
• Support regional leadership with special projects, acquisitions, and operational growth initiatives
• Participate in leadership meetings and provide recommendations for operational improvements

Qualifications

Required

• Minimum of 3 years managing supervisors, drivers, or multi-site operational teams
• Demonstrated experience managing budgets, labor costs, productivity metrics, and operational KPIs
• Strong knowledge of DOT, HIPAA, and OSHA regulations, safety compliance, driver qualification requirements, and transportation best practices
• Proven leadership experience with hiring, coaching, employee development, performance management, and conflict resolution
• Excellent communication, organizational, and problem-solving skills
• Proficiency with Microsoft Office, TMS, CRMs, and transportation management software
• Valid driver's license
• Ability to pass background screening and pre-employment drug screening
• Ability to travel throughout the service area as needed
• Willingness to work flexible hours, including evenings, weekends, holidays, and on-call responsibilities when business needs require

Preferred

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation Management, or a related field, or equivalent management experience
• Minimum of 5 years of progressive operations management experience, preferably within transportation, logistics, courier, distribution, or last-mile delivery
• Experience managing medical courier, pharmaceutical logistics, healthcare transportation, or time-sensitive delivery operations
• Experience with route optimization software, GPS fleet management systems, and transportation management systems (TMS)
• Experience managing operations with 50+ employees across multiple shifts
• Previous P&L responsibility with annual operating budgets
• Experience with Workday, Samsara, or similar operational management platforms
• Commercial driving experience
• OSHA, HIPAA, DOT, or transportation safety certifications
• Strong customer relationship management experience with contract logistics or dedicated transportation accounts

Key Competencies

• Strategic, hands-on leadership with strong people-management and coaching skills
• Strong analytical and problem-solving skills with a focus on continuous improvement
• Ability to manage multiple priorities in a fast-paced, 24/7 operating environment
• Excellent verbal and written communication skills across all levels of the organization
• Sound judgment and integrity when handling investigations, compliance matters, and employee relations
• Strong customer relationship management and business development orientation
• Adaptability and composure when responding to operational emergencies and escalations

Physical & Work Environment Requirements

• Ability to travel throughout the service area as needed
• Willingness to work flexible hours, including evenings, nights, weekends, and holidays in a 24/7, 365-day operation
• Availability to respond to operational emergencies, customer escalations, and after-hours business needs
• Valid driver's license and ability to pass background screening and pre-employment drug screening
• Ability to work across office, warehouse, and vehicle/field environments as operational needs require

What we can offer you as a full-time associate:

• Competitive pay
• Paid holidays
• Paid time off program (PTO)
• 401(k) with employer match
• Flexible spending account (FSA)
• Health savings account (HSA)
• Medical, dental, and vision programs
• Basic life/AD&D insurance
• Long-term disability (LTD)

Why work for NOVO Health Services?

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.