Driver Operations Supervisor | Final Mile & White Glove Delivery

Driver Operations Supervisor | Final Mile & White Glove Delivery

Lancaster

Know final-mile operations and what it takes to deliver a true white-glove customer experience? DSV is looking for a Driver Operations Supervisor to lead the day-to-day execution of our Value Added Delivery (VAD) operations. This is a hands-on leadership role overseeing drivers, helpers, and supporting warehouse personnel responsible for specialized deliveries where safety, service, professionalism, product handling, and attention to detail are critical. You'll coordinate daily dispatch and delivery schedules, coach and develop field teams, reinforce customer-specific SOPs, and help ensure every delivery meets expectations for on-time performance, premium product handling, damage prevention, professional customer interaction, and assembly or installation services. And when the unexpected happens, you'll help lead the response. Whether it's a challenging delivery site, equipment issue, customer concern, service exception, or complex installation, you'll work with drivers, Account Managers, operations teams, and other partners to find solutions and keep the customer experience on track. If you have experience in final-mile, white-glove, specialized delivery, or transportation operations and enjoy leading teams in a fast-paced, customer-focused environment, this is an opportunity to grow your career with the world's largest freight forwarding and logistics organization.

Supervise and provide day-to-day leadership to drivers, helpers, and supporting warehouse personnel, including performance monitoring, coaching, training, and ongoing operational support.

Coordinate daily dispatch, driver and helper assignments, and delivery schedules to support safe, efficient operations and on-time delivery performance.

Monitor active routes and delivery progress, proactively addressing delays, staffing concerns, site conditions, equipment issues, customer requirements, or other factors that may impact successful delivery completion.

Collaborate with Account Managers to understand customer-specific requirements, Standard Operating Procedures (SOPs), service expectations, delivery protocols, and escalation procedures.

Ensure customer-specific SOPs and delivery requirements are clearly communicated to drivers, helpers, warehouse personnel, and other appropriate team members.

Train and coach personnel on professional customer interaction, proper handling of delicate and high-value items, delivery procedures, and applicable assembly or installation standards.

Reinforce expectations for professional conduct, appearance, communication, and service while employees are representing DSV at customer and delivery locations.

Serve as a primary escalation point for field issues, customer complaints, delivery exceptions, and complex on-site assembly or installation challenges, coordinating timely resolution with appropriate internal and external stakeholders.

Maintain regular communication with drivers and field teams, providing operational support and addressing issues that may impact safety, service, scheduling, customer experience, or delivery completion.

Conduct regular performance reviews and provide constructive feedback, coaching, and development to support employee performance and continuous improvement.

Foster a collaborative team environment that promotes safety, accountability, professionalism, service excellence, and high performance.

Monitor driver availability, route progress, Hours of Service, traffic, weather, site requirements, and other operational conditions, making adjustments as necessary to maintain service reliability and regulatory compliance.

Ensure drivers comply with applicable Department of Transportation (DOT) regulations, federal and state transportation laws, and company safety policies and procedures.

Conduct regular audits of delivery vehicles, specialized equipment, tools, and employee uniforms or appearance to ensure equipment readiness, safe operation, and compliance with established company and customer standards.

Monitor the condition and availability of specialized delivery equipment, including liftgates, stair climbers, protective padding, and other tools or equipment required to safely complete VAD services.

Drive performance toward zero-damage delivery expectations by monitoring pre-trip planning, proper product handling and protection, site inspections, delivery execution, and post-delivery wrap-up procedures.

Review damage incidents, service failures, customer complaints, and other delivery exceptions to identify root causes, reinforce expectations, and implement corrective actions or process improvements as appropriate.

Conduct regular team meetings focused on safety, customer requirements, operational updates, service expectations, compliance, and team communication.

Collaborate with Account Managers, customer service, operations, and other internal teams to address delivery concerns and ensure timely resolution of customer issues.

Support initiatives designed to improve service quality, on-time performance, damage prevention, operational efficiency, employee performance, and overall customer experience.

Utilize Transportation Management Systems (TMS) and related technology tools to manage delivery operations, monitor route and team performance, and support operational decision-making.

Provide training and guidance to employees on the use of company technology platforms, operational systems, and required delivery documentation.

Review and approve operational documentation, reports, delivery records, and employee-related records as required.

Perform additional duties and responsibilities as assigned to support business operations.

High school diploma or GED required. Bachelor's degree in Logistics, Supply Chain Management, Transportation, Business, or a related field preferred; equivalent industry experience may be considered in lieu of a degree. Minimum of 1 to 2 years of experience in logistics, transportation, delivery operations, or a related operational environment. Minimum of 1 year of supervisory or people leadership experience required. Experience within last-mile delivery, white-glove delivery, luxury delivery, final-mile operations, specialized delivery, or a similar service-focused transportation environment preferred. Experience supervising or coordinating drivers, helpers, warehouse personnel, or other field-based operational teams preferred. Experience coordinating daily dispatch, delivery scheduling, route assignments, or similar transportation activities preferred. Experience working with customer-specific SOPs, service requirements, or delivery protocols preferred. Experience supporting delivery operations involving delicate, high-value, oversized, or specialized products preferred. Experience with assembly, installation, or value-added delivery services preferred. Working knowledge of Department of Transportation (DOT) regulations and transportation compliance requirements.

Strong leadership and team management skills with the ability to coach, develop, motivate, and hold employees accountable for performance and service expectations. Strong understanding of delivery operations, dispatch, scheduling, route execution, and field support. Strong customer service orientation with the ability to professionally manage escalations, customer concerns, and complex field situations. Ability to understand, communicate, and reinforce customer-specific SOPs and service requirements across operational teams. Strong attention to detail and commitment to maintaining high standards for product handling, damage prevention, equipment readiness, employee appearance, and overall service quality. Ability to train and coach employees on professional customer interaction, specialized product handling, and applicable assembly or installation procedures. Strong problem-solving and decision-making skills with the ability to respond effectively to time-sensitive field, customer, staffing, equipment, and operational issues. Ability to coordinate multiple routes, delivery teams, customer requirements, and operational priorities in a fast-paced environment. Strong analytical mindset with the ability to evaluate operational performance, delivery exceptions, damage incidents, and service trends to identify opportunities for improvement. Strong written and verbal communication skills with the ability to collaborate effectively with employees, customers, Account Managers, operations teams, and leadership. Results-oriented approach with a strong commitment to safety, on-time delivery, service quality, damage prevention, and customer satisfaction. Working knowledge of DOT requirements and transportation safety practices. Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint. Experience working with Transportation Management Systems (TMS), dispatch systems, and operational technology platforms preferred.

While performing the duties of this position, the employee is regularly required to use a computer, telephone, and other standard office and operational equipment and to communicate and exchange information verbally, in writing, and through electronic means. The role requires regular movement throughout office, warehouse, yard, and delivery environments to support employees, inspect vehicles and equipment, observe operational activities, and address field or service needs. The employee may be required to stand or walk for extended periods and occasionally bend, stoop, kneel, crouch, reach, push, pull, or otherwise position themselves as necessary to inspect equipment, products, or delivery conditions. The employee may occasionally be required to lift, carry, push, or pull items weighing up to 50 pounds in connection with operational oversight, equipment inspection, training, or other job responsibilities.

This role operates across professional office, warehouse, yard, and delivery environments and requires regular interaction with drivers, helpers, warehouse personnel, Account Managers, customers, and other operational stakeholders. The employee may be exposed to varying temperatures, outdoor weather conditions, moving vehicles and equipment, loading and unloading activities, delivery sites, and noise levels consistent with active transportation, warehouse, and delivery operations. Adherence to all applicable safety protocols and personal protective equipment (PPE) requirements is expected when working in operational environments. The role operates in a fast-paced, customer-focused environment and may require the employee to manage multiple delivery teams and priorities simultaneously, respond to time-sensitive field or customer issues, and maintain focus during periods of high operational activity. Travel to customer or delivery locations may occasionally be required to support field operations, service issues, employee training, site assessments, or other business needs. Flexibility in working hours may be required based on delivery schedules, operational needs, customer requirements, or service continuity. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position within the described physical demands and