Director of LCL Operations

The Director of LCL Operations serves as a senior leader responsible for the seamless integration of customer experience and day-to-day operational execution across LCL Bulk Transport’s terminals in Elizabethtown, PA and Elkhorn, WI. This role is the connective tissue between the company’s customer-facing commitments and its internal operational capacity, ensuring that every load moved reflects LCL Bulk Transport’s standards for reliability and service.

The Director will lead, develop, and align cross-functional teams spanning customer service, dispatch, driver recruitment and relations, and terminal operations. This is a high-visibility leadership role that requires both strategic thinking and hands-on operational engagement.

Responsibilities

• Customer Service Leadership
• Establish and maintain a customer-first culture across both terminals, ensuring consistent service standards and responsive communication.
• Oversee all customer account relationships, serving as an escalation point for service issues and strategic customer concerns.
• Develop and monitor customer service metrics (on-time delivery, load acceptance rate, claim resolution time, efficiency) and drive continuous improvement.
• Partner with sales and account management to support customer retention, growth, and onboarding of new accounts.
• Champion the use of technology tools (TMS, telematics, ai, customer portals) to improve service, visibility and communication for customers.

Operations Management

• Direct daily operations across both terminal and ancillary locations, ensuring alignment of resources, schedules, and capacity.
• Oversee dispatch operations, load planning, and driver assignment to maximize fleet utilization and on-time performance.
• Monitor and manage key operational KPIs including miles per truck, empty mile percentage, driver hours of service compliance, and load efficiency.
• Lead cross-terminal coordination to ensure consistent processes, shared best practices, and unified operational standards.
• Maintain compliance with all DOT, FMCSA, and applicable state and federal transportation regulations.

Team Leadership & Development

• Lead, coach, and develop a team of customer service representatives, dispatchers, and terminal operations staff across both locations.
• Conduct regular performance reviews, establish individual development plans, and build a pipeline of operational leadership talent.
• Foster a culture of accountability, respect, and continuous improvement consistent with LCL’s values and legacy.
• Partner with HR on hiring, onboarding, and retention strategies for operations and customer service personnel.

Driver Recruiting & Retention

• Own and lead the end-to-end driver recruiting strategy across LCL terminal locations, working in close partnership with HR and terminal managers to maintain adequate driver capacity.
• Develop and execute targeted recruiting pipelines including CDL school partnerships, referral programs, job fairs, and digital sourcing channels.
• Build and manage a compelling driver value proposition, ensuring LCL is positioned as an employer of choice in competitive regional markets.
• Lead driver retention initiatives including onboarding experience, milestone recognition, performance incentives, and regular driver engagement touchpoints.
• Monitor driver turnover metrics by terminal, identify root causes, and implement corrective action plans to improve retention and reduce replacement costs.
• Serve as a visible, accessible leader to the driver workforce — fostering open communication, addressing concerns proactively, and reinforcing a culture of respect and belonging.
• Partner with Safety and Compliance to ensure recruiting standards align with DOT qualification requirements and LCL’s safety culture.
• Serve as an operational champion for technology modernization initiatives, including TMS optimization, ai, and telematics integration.
• Identify and lead process improvement efforts that reduce costs, improve service quality, and increase operational agility.
• Evaluate and implement best practices in dispatching, routing, and customer communication tools.
• Support data-driven decision-making by developing dashboards and reporting cadences for senior leadership.

Financial & Administrative Oversight

• Develop and manage the operations budget for both terminals, monitoring expenses and identifying cost-reduction opportunities.
• Partner with finance on accessorial billing, fuel management, and vendor contract oversight.
• Maintain accurate records related to loads, customer agreements, driver performance, and equipment utilization.

Skills

Required

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field; equivalent experience considered.
• Minimum 7–10 years of experience in transportation, logistics, or freight operations.
• Minimum 3–5 years in a leadership or management role with direct reports.
• Deep working knowledge of trucking operations, DOT/FMCSA regulations, and transportation management systems (TMS).
• Demonstrated ability to manage multi-site operations and lead geographically distributed teams.
• Strong customer relationship management skills with a track record of resolving complex service issues.
• Proficiency with technology platforms, including TMS software, telematics systems, and Microsoft Office Suite.
• Exceptional communication, organizational, and problem-solving skills.

Preferred

• Experience with Trimble TMW or a comparable TMS platform.
• Familiarity with PeopleNet, Samsara, Motive, or similar telematics systems.
• Experience in a family-owned or privately held transportation company.
• Knowledge of specialized food-grade freight operations.
• Experience leading technology transitions or operational modernization efforts.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Retirement plan
• Vision insurance

Work Location: Green Bay, WI in person