Director of Operations

The Director of Operations will lead our entire Operations Department, including Operations Representatives, Operations Customer Success Managers, and the Carrier Safety & Compliance function. This individual will own the day-to-day execution of operations while continuously improving efficiency, accountability, communication, and overall department performance. The Director of Operations will work closely with Sales and Leadership to ensure customers receive exceptional service while building scalable operating processes that support long-term growth. This is a hands-on leadership role, not an executive position managing from a distance. The right person is comfortable running daily operations, leading team meetings and one-on-ones, developing employees, setting clear expectations, creating accountability, improving processes and KPIs, and stepping directly into escalations when needed. Key Responsibilities Lead, coach, and develop the Operations Department, setting clear expectations and accountability standards. Recruit, hire, onboard, and develop team members; manage performance, coaching, and corrective action as needed. Run regular one-on-ones and performance reviews that reinforce a culture of accountability, urgency, and customer service. Oversee daily freight operations across all accounts, keeping freight moving efficiently without sacrificing service. Identify bottlenecks and build standardized, scalable processes that support the company's growth. Track department KPIs, get ahead of performance trends, and step directly into escalations when needed. Serve as the operational liaison between Sales and Operations, ensuring smooth onboarding and account transitions. Partner with Sales leadership to resolve customer challenges and surface operational opportunities. Monitor carrier capacity and market trends across key lanes to flag risks before they hit customers. Support strategic carrier-development initiatives, partnering with Safety & Compliance to maintain a high-quality network. Guide the Carrier Safety & Compliance Manager, ensuring the Carrier Vetting SOP is followed and reporting stays sharp. Review compliance trends and audits, driving continuous improvement in carrier risk management. Represent Operations in Leadership Team meetings, presenting KPIs, initiatives, and improvement plans. Help set annual goals and departmental priorities, championing accountability and operational excellence company-wide. Qualifications Minimum 5+ years of freight brokerage operations experience. 3+ years of leadership experience. Previous experience leading brokerage operations teams. Demonstrated success building systems and improving operational efficiency. Strong leadership, coaching, and people-development skills. Comfortable operating as a hands-on leader — running daily operations, holding meetings and one-on-ones, and staying close to the details, not just managing from above. Familiarity with Highway, Descartes, DAT, Truckstop, and other brokerage technologies. Excellent communication and conflict-resolution abilities. Strong analytical and problem-solving skills. Ability to thrive in a fast-paced, high-growth environment. #J-18808-Ljbffr