Operations Manager

Job Description

Job Description

Position Summary

The Operations Manager is responsible for overseeing daily operations across residential, commercial, and logistics services to ensure efficient, safe, and high-quality service delivery. This role drives operational excellence, workforce performance, customer satisfaction, and profitability while aligning with company values and growth objectives.

Key Responsibilities

Operations Oversight

• Manage day-to-day operations for:
  • Residential moves (local & long-distance)
  • Commercial/office relocations
  • Logistics, storage, and distribution services
• Ensure all jobs are staffed, scheduled, and executed efficiently
• Monitor dispatch, routing, and crew assignments to optimize productivity
• Oversee warehouse and storage operations, including inventory control

Team Leadership & Development

• Lead, coach, and develop operations staff including supervisors, drivers, movers, and warehouse personnel
• Conduct performance management, training, and disciplinary actions as needed
• Partner with HR on hiring, onboarding, and retention strategies
• Foster a culture of safety, accountability, and customer service excellence

Customer Experience

• Ensure high-quality service delivery and positive customer interactions
• Resolve escalated customer concerns and service issues
• Partner with sales and customer service teams to ensure seamless execution from booking to completion

Financial & Operational Performance

• Manage labor, equipment, and operational costs to meet budget targets
• Monitor key metrics (KPIs):
  • On-time performance
  • Claims/damage ratios
  • Labor efficiency
  • Revenue per move/job
• Identify and implement process improvements to increase efficiency and profitability

Safety & Compliance

• Ensure compliance with DOT, OSHA , and all local/state/federal regulations
• Maintain safety programs, training, and incident reporting
• Oversee vehicle safety, maintenance coordination, and driver compliance

Logistics & Equipment Management

• Manage fleet utilization and maintenance coordination
• Ensure proper use and availability of moving equipment, materials, and supplies
• Oversee warehouse operations including receiving, storage, and shipment tracking

Cross-Functional Collaboration

• Partner with Sales, Customer Experience, Payroll, and HR teams to ensure alignment
• Support business growth initiatives, new service offerings, and operational scaling
• Participate in leadership meetings and strategic planning

Qualifications

Required

• 5+ years of operations management experience (moving, logistics, transportation, or related industry preferred)
• Strong leadership and team management experience
• Knowledge of residential and commercial moving operations
• Experience managing scheduling, dispatch, and workforce logistics
• Understanding of DOT and safety compliance requirements
• Strong problem-solving and decision-making skills

Preferred

• Experience in multi-site or multi-state operations
• Background in warehouse/logistics/distribution management
• Familiarity with CRM/dispatch systems (e.g., HubSpot, Movers Suite, or similar)
• Bachelor’s degree in Business, Logistics, or related field (or equivalent experience)

Key Competencies

• Leadership & accountability
• Operational efficiency & execution
• Customer focus
• Strategic thinking
• Communication & collaboration
• Adaptability in fast-paced environments

Working Conditions

• Combination of office, warehouse, and field environments
• May require early mornings, evenings, weekends, and on-call support
• Occasional travel between locations