Director, Operations

NXTPoint Logistics provides a complete range of end-to-end supply chain solutions spanning from distribution, warehousing and fulfillment to managed logistics, transportation and final mile delivery. It leverages broad 3PL capabilities, market-leading technology and deep vertical industry expertise to help both large and small clients reach greater levels of efficiency, service and profitability. With over 30 owned facilities, more than 3.5 million square feet of warehouse space and an extensive partner network, NXTPoint Logistics offers the broad capabilities and reach of a large 3PL company while maintaining its commitment to being the most flexible and responsive provider in the industry. Learn more at nxtpointlogistics.com. Director, Operations The Director, Operations is responsible for Customer Satisfaction and Operational Excellence by translating the Home Delivery operating strategy into consistent field execution across an assigned region, portfolio of markets, and customer operations. This leader owns operational performance, financial results, service quality, safety, contractor capacity, continuous improvement initiatives and leadership effectiveness within the assigned scope. The Director leads, coaches and mentors geographically dispersed site leaders, establishes operating discipline through performance reviews and field engagement, and partners with Business Operations and other functional teams to resolve systemic issues, improve profitability, and support scalable growth. The Director is a field-oriented, data-driven operator who develops leaders, applies sound financial judgment, and builds a culture of accountability, collaboration, continuous improvement, and excellence. Essential Duties & Responsibilities Lead day-to-day execution across assigned Home Delivery markets, including warehouse, transportation, routing, dispatch, delivery, installation, returns, and customer-resolution activities. Own assigned operational and financial results, including service improvement plans, continuous improvement initiatives, revenue, direct labor and contractor expense, contribution margin, controllable costs, budget performance, and profit improvement plans. Establish clear performance expectations through strong Key Performance Indicators (KPIs) that are visible and review operating results using client scorecards, on-time delivery, completion, customer satisfaction, damages, claims, revisits, productivity, capacity, safety, and profitability measures. Lead structured daily, weekly, and monthly operating reviews; identify root causes, assign accountable actions, and verify sustained resolution of performance gaps. Maintain a strong field presence through market visits, site observations, leader coaching, customer engagement, and direct validation of operating standards. Ensure sufficient qualified delivery capacity for forecasted demand, seasonal peaks, new business, and contingency requirements in partnership with Business Operations and local leaders. Execute approved contractor settlement, compensation, incentive, compliance, and performance programs while preserving the independent contractor operating model and escalating control gaps. Ensure adherence to company policies, customer requirements, contractual commitments, safety standards, and applicable federal, state, and local regulations, including OSHA and DOT requirements where applicable. Partner with the Vice President of Business Operations and support functions on carrier capacity, compliance, quality, claims, settlement governance, safety, and risk-mitigation initiatives; provide timely field feedback and execute approved programs. Serve as the operational leader and escalation point for assigned customer relationships; communicate performance transparently, lead corrective actions, and support business reviews. Support customer retention, contract renewals, implementations, market launches, operational expansions, and integration of new service offerings in partnership with Account Management, Client Success, Sales, Finance, Technology, and Implementation teams. Develop annual operating plans, forecasts, staffing and capacity plans, and capital or equipment requirements for the assigned scope; adjust resources as demand and business conditions change. Drive standard work, process documentation, technology adoption, data integrity, and consistent use of transportation, warehouse, labor, customer-service, and reporting systems. Apply Lean, Six Sigma, or comparable continuous improvement methods to reduce waste, improve productivity, prevent claims and service failures, and scale effective operating practices. Build and develop a high-performing leadership team through selection, onboarding, coaching, performance management, succession planning, recognition, and leadership development. Create an inclusive, accountable operating culture in which leaders actively seek, evaluate, and apply relevant feedback from employees, contractors, customers, and cross-functional stakeholders. Provide the Vice President, Operations and Chief Operating Officer, Home Delivery, with timely visibility to material financial, customer, safety, compliance, capacity, talent, and operational risks, together with recommended actions. Perform other duties and responsibilities as assigned. Supervisory Responsibilities Directly and indirectly leads regional, market, and site operations leaders and their teams within the assigned scope. Responsibilities include workforce and capacity planning, selection, goal setting, coaching, performance management, development, succession planning, and ensuring leaders have the resources and support required to deliver results. Qualifications Education & Experience: Bachelor’s Degree in Supply Chain, Logistics, Business Administration, Engineering, or a related field, or an equivalent combination of education and relevant operational leadership experience. Eight or more years of progressively responsible experience in transportation, logistics, supply chain, final mile, home delivery, or a related operating environment, including at least three years leading multiple sites, markets, or geographically dispersed teams. Demonstrated responsibility for an operating budget or P&L and the ability to translate financial and operating data into corrective actions and business decisions. Experience leading operations supported by independent contractor delivery networks required. Direct final mile or home delivery experience required; experience with big-and-bulky products, appliance delivery and installation, or national retailer programs strongly preferred. Experience with customer implementations, market launches, operational turnarounds, contract renewals, or expansion programs preferred. Lean, Six Sigma, or comparable continuous improvement training or certification preferred. Knowledge, Skills and Abilities Strong operational leadership and change-management capability in complex, decentralized, and fast-paced environments. Financial acumen and working knowledge of Home Delivery unit economics, contractor expense, labor productivity, forecasting, budgeting, and profitability drivers. Ability to use KPIs, scorecards, trend analysis, and root-cause problem solving to improve service, safety, quality, capacity, and financial results. Working knowledge of warehouse, routing, dispatch, delivery, installation, claims, contractor compliance, and customer-experience processes. Ability to develop leaders, set clear expectations, hold teams accountable, and build succession depth across multiple locations. Strong customer relationship, negotiation, presentation, written communication, and executive escalation skills. Ability to influence across Operations, Business Operations, Account Management, Finance, Technology, Human Resources, Sales, and Client Success without relying solely on direct authority. Commitment to safety, compliance, service, quality, profitability, continuous improvement, and the Company’s 4 Pillars of Excellence. Travel Willing and able to travel frequently within the United States, including regular field visits and occasional overnight, weekend, or extended travel based on customer, launch, peak-season, and operational needs. Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports. Ability to speak effectively before groups of customers or employees of organization. Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Operations Proficiency with Microsoft Office Suite and operational reporting tools; working knowledge of transportation management, routing and dispatch, warehouse management, customer-service, labor/timekeeping, contractor-management, financial, and business-intelligence applications. Ability to learn and drive consistent adoption of new technology. Planning/Organization Ability to prioritize and re-prioritize as situations and needs change throughout the workday; Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work. Certificates/Licenses/Registrations None required. Working Conditions Work is performed in climate-controlled office settings and in warehouse, cross-dock, delivery, and customer operating environments that may not be climate controlled. Regular field visits may involve exposure to varying temperatures, moderate warehouse and vehicle noise, material-handling equipment, loading areas, and active delivery operations. The role requires compliance with all posted safety rules and the use of required personal protective equipment while in operational environments. Work schedules may occasionally include early mornings, evenings, weekends, holidays, or emergency response based on business and customer needs. Physical/Environmental Demands Stand - Under 1/3 Time Walk - Under 1/3 Time Sit – Over 2/3 Time Use hands to finger, handle, or feel - Over 2/3 Time Reach with hands and arms – 1/3 to 2/3 Time Climb or balance – None Stoop, kneel, crouch or crawl – Under 1/3 Time Talk or hear – over 1/3 to 2/3 time Taste or smell – None Other - None Special Vision Requirements Specific vision abilities required by this job include close vision and ability to adjust focus. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Why Join Our Team We’re always looking for caring leaders, innovators and team members who are passionate about bringing our customers exceptional logistics solutions. We are an enthusiastic team who have established a culture that values innovation, trust, teamwork, agility and caring. We foster an environment that celebrates your achievements and gives you opportunities to learn, grow and thrive in your career. Our Values TRUST We foster an environment of trust through our integrity and always doing the right thing the right way. We fulfill our promises to each other and our customers by being reliable, transparent and trustworthy. INNOVATION We strive to innovate, inspiring and encouraging passionate and creative ideas that solve customer problems and improve how we work. TEAMWORK We win together, as one team around the globe, respecting and encouraging the perspectives of others, with full commitment to each other, our customers and our common success. CARING We care about each other, our customers, partners and community. We provide a caring and safe environment that supports our employees' growth, development and well-being. AGILITY We are agile and flexible. We think and act quickly to creatively solve unique customer and employee challenges, while readily adapting to changing market needs. Equal Opportunity Employer NXTPoint Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #J-18808-Ljbffr The Suddath Companies