Operations Manager - 3PL Final Mile

Job Description

Job Description

Operations Manager – Final Mile Delivery (3PL)

Position Overview:

The Operations Manager is responsible for overseeing the daily operations of a third-party logistics (3PL) final mile delivery operation. This role manages delivery teams, independent contractors, dispatch, route execution, customer service, safety, compliance, staffing, and operational performance.

The Operations Manager will ensure that all deliveries are completed safely, efficiently, on time, and in accordance with client requirements and company standards. This position requires strong leadership, problem-solving, communication, and logistics management skills in a fast-paced environment.

Key Responsibilities:

Operations Management:

• Oversee daily final mile delivery operations from loadout through completion.
• Manage daily truck capacity, staffing, routes, and delivery schedules.
• Ensure all teams are properly staffed and prepared for daily routes.
• Monitor route progress throughout the day and resolve operational issues in real time.
• Coordinate with dispatchers, drivers, helpers, warehouse personnel, clients, and contractors.
• Ensure all operational procedures and client requirements are followed.
• Conduct daily operational meetings and communicate priorities, expectations, and performance goals.

Driver & Contractor Management:

• Manage and oversee independent contractors, drivers, and delivery teams.
• Monitor contractor performance, attendance, professionalism, and compliance.
• Address performance issues through coaching, corrective action, and follow-up.
• Ensure delivery teams maintain proper uniforms, identification, tools, equipment, and vehicle standards.
• Assist with recruiting and onboarding new contractors and delivery teams.
• Maintain appropriate truck and team capacity to meet business needs.

Route & Dispatch Oversight:

• Partner with dispatch to ensure routes are properly planned and executed.
• Monitor late departures, missed stops, customer issues, route delays, and failed deliveries.
• Ensure teams arrive at the facility on time for loadout.
• Monitor truck departure times and daily route completion.
• Escalate and resolve route issues that may impact customer service or client performance.
• Review GPS/tracking information and delivery activity when necessary.

Client & Customer Service:

• Maintain strong relationships with client operations teams and facility management.
• Respond promptly to client concerns and operational escalations.
• Ensure delivery teams provide professional customer service at every stop.
• Review customer complaints, detractors, and service failures.
• Develop action plans to improve customer satisfaction and delivery quality.

KPI & Performance Management:

• Monitor and report daily and weekly operational KPIs.

• Track metrics including:

  • On-Time Delivery (OTD).
  • NPS / Customer Satisfaction.
  • Skip Rate.
  • Route Completion.
  • Dispatch Exceptions.
  • Claims and Damages.
  • Delivery Quality.
  • Attendance and Staffing.
  • Loadout and Departure Times.
• Identify performance trends and implement corrective action plans.
• Conduct coaching and performance reviews with teams and contractors.
• Communicate KPI results and action plans to senior management and clients.

Safety, Quality & Compliance:

• Ensure all drivers and delivery teams follow company and client safety requirements.
• Verify trucks meet required standards and are properly equipped.
• Ensure proper handling, loading, securing, assembly, and delivery of merchandise.
• Monitor damage prevention and product protection procedures.
• Ensure required licenses, insurance, DOT/MC documentation, and contractor compliance are maintained.
• Report and follow up on accidents, injuries, property damage, and merchandise claims.

• Development to dispatchers, drivers, helpers, and other operations personnel.

Administrative Responsibilities:

• Maintain accurate operational records, staffing information, contractor documentation, and performance reports.
• Coordinate with claims, recruiting, and senior leadership.
• Participate in client meetings, performance calls, and internal leadership meetings.

Qualifications:

• 3+ years of experience in logistics, transportation, final mile delivery, last mile operations, or a related field.
• Previous management or supervisory experience preferred.
• Experience managing drivers, delivery teams, independent contractors, or 3PL operations.
• Strong understanding of route execution and final mile delivery operations.
• Experience working with KPIs and performance metrics.
• Strong communication and leadership skills.
• Ability to make quick decisions in a fast-paced operational environment.
• Strong organizational and problem-solving abilities.
• Proficiency with Microsoft Office, Excel, and logistics/dispatch software.
• Ability to work flexible hours, including early mornings, weekends, and holidays as operationally required.
• Valid driver's license and ability to travel between operational locations as needed.

Core Competencies:

• Leadership & Team Management.
• Final Mile Logistics.
• Contractor Management.
• Dispatch & Route Execution.
• KPI Management.
• Customer Service.
• Problem Solving.
• Safety & Compliance.
• Staffing & Recruiting.
• Client Relationship Management.
• Time Management.
• Communication.
• Accountability.

Work Environment:

This is a hands-on operations position requiring regular presence at the logistics facility, warehouse, loading docks, and delivery operation. The Operations Manager must be comfortable working in a fast-paced environment, responding to operational issues throughout the day, and managing multiple priorities simultaneously.

The successful candidate will be a hands-on leader who takes ownership of daily operations, holds teams accountable, develops people, protects client relationships, and consistently drives operational performance.