Operations Supervisor

Operations SupervisorNOVO Health Services is a leading provider of healthcare linen solutions, delivering a fresh and innovative approach to the industry. Our focus on patient experience, infection prevention, and operational excellence enables us to improve linen quality while reducing overall program costs for our healthcare partners.With HLAC-accredited facilities and a commitment to continuous improvement, NOVO is redefining how healthcare linen programs are managed across the country.NOVO Health Services is seeking a dependable and detail-oriented Operations Supervisor to manage medical courier dispatch operations from our Richmond, VA office, ensuring scheduled and on-demand pickups and deliveries are completed accurately and on time in a 24/7 operating environment.This role monitors and dispatches courier runs through our Transportation Management System (TMS), coordinates directly with hospitals, healthcare facilities, couriers, and vendors, and proactively identifies and resolves delays and service exceptions before they affect our customers. The Operations Supervisor also serves as a liaison and administrative support to the Operations Manager and Customer Relationship Management (CRM) team, and ensures continuity of operations through accurate documentation and end-of-shift reporting.The ideal candidate is an organized, quick-thinking dispatch or logistics professional with strong knowledge of the Richmond area, comfortable juggling multiple time-sensitive requests while communicating professionally with healthcare customers and couriers.Key ResponsibilitiesMonitor and manage scheduled and on-demand medical courier runs throughout the assigned shiftSchedule, coordinate, prioritize, and dispatch customer transportation requests while ensuring established service requirements and delivery timelines are metContinuously monitor the Transportation Management System (TMS) for new orders, scheduled runs, on-demand requests, status changes, delays, exceptions, and completed deliveriesAssist with courier/driver coordination, route coverage, schedule adjustments, and workload distribution based on operational needsMonitor active courier assignments and assist with reassignment or coverage when delays, call-offs, vehicle issues, or other operational disruptions occurDelivery Verification & Customer CommunicationVerify all pickups and deliveries, including courier arrival, pickup confirmation, delivery completion, and appropriate status updates within the TMSCommunicate directly with hospitals, healthcare facilities, customers, couriers, and vendors to coordinate scheduled and on-demand pickups and deliveriesProvide hospitals and designated customer contacts with delivery confirmations, proof-of-delivery documentation, and other required service information via emailMaintain timely and professional communication between customers, hospitals, couriers/drivers, vendors, and internal operations personnelProvide professional customer service and operational support during high-volume periods and changing service demandsService Monitoring & Exception ManagementActively monitor service activity and identify potential delays, route disruptions, missed pickups, delivery concerns, or other operational issues that could affect customer serviceAccount for traffic congestion, construction, weather conditions, hospital access restrictions, road closures, and other local conditions that may impact courier serviceCoordinate appropriate solutions when service issues arise, including communicating with couriers, adjusting assignments, updating customers, and escalating concerns to management when necessaryEscalate service failures, customer concerns, technology issues, missed service requirements, and unresolved delivery exceptions to managementDocumentation & Shift ReportingMaintain accurate documentation of dispatch activity, including dispatch notes, timestamps, customer communications, delivery statuses, service exceptions, and operational issues within applicable systemsMaintain organized electronic records, proof-of-delivery documentation, customer correspondence, and other required operational recordsComplete an accurate end-of-shift report summarizing operational activity, outstanding runs, service issues, customer concerns, and any items requiring follow-upProvide a verbal end-of-shift report by phone to the appropriate manager or incoming operations/dispatch personnel to ensure continuity of operationsAdministrative & Support FunctionsServe as a liaison and administrative support to the Operations Manager and Customer Relationship Management (CRM) teamSupport daily operational reporting and other administrative functions associated with dispatch and courier operationsPerform other dispatch, administrative, and operational duties as assigned based on business needsQualificationsRequiredHigh School Diploma or GED requiredMultiple years of relevant professional experience in an office-based dispatcher, logistics coordinator, transportation operations, courier operations, or comparable fast-paced operational roleStrong working knowledge of Richmond, VA and the surrounding service area, with the ability to recognize and account for traffic congestion, construction, weather, hospital access restrictions, road closures, and other potential transportation delaysDemonstrated proficiency using Transportation Management Systems (TMS), dispatch software, web-based applications, email, and standard office computer systemsStrong computer skills with the ability to efficiently navigate multiple systems and applications simultaneously while monitoring active transportation activityDemonstrated ability to actively problem-solve, prioritize competing service requests, make timely operational decisions, and appropriately escalate issuesAbility to manage multiple scheduled and on-demand transportation requests simultaneously while accurately verifying pickups, deliveries, proof-of-delivery information, and courier statusStrong written and verbal communication skills, with the ability to communicate professionally with hospital personnel, healthcare customers, vendors, couriers/drivers, and company leadershipStrong organizational and time-management skills in a fast-paced, time-sensitive transportation environmentDependability and the ability to maintain professional communication and accurate operational documentation throughout the assigned shiftAbility to work on-site in the Richmond, VA office (this is not a remote position)PreferredPrevious medical courier, healthcare logistics, courier dispatch, last-mile delivery, or time-sensitive transportation experienceExperience dispatching or coordinating both scheduled and on-demand courier servicesFamiliarity with Richmond-area hospitals, healthcare facilities, medical campuses, loading/receiving areas, and common hospital pickup and delivery proceduresExperience working in a high-volume or 24/7 transportation, healthcare logistics, courier, or dispatch operationExperience using a TMS to monitor, dispatch, track, and document transportation activityExperience handling proof-of-delivery documentation, customer service requirements, delivery exceptions, and service recovery situationsKnowledge of professional communication standards when working with hospitals, healthcare facilities, medical personnel, vendors, and transportation providersKey CompetenciesSound judgment and decisive problem-solving when service deviates from planAbility to manage multiple time-sensitive priorities and reallocate resources in real timeStrong local geographic awareness and ability to anticipate transportation delaysClear, professional communicator with hospitals, customers, couriers, and leadershipStrong attention to detail in dispatch documentation, delivery verification, and shift handoffsDependability, composure, and customer-service orientation in a high-volume, 24/7 environmentComfortable learning and navigating TMS, dispatch, and other web-based systemsPhysical & Work Environment RequirementsFull-time and part-time positions available; shift assignments to be determined within a 24/7 operation, which may include early mornings, evenings, nights, weekends, and holidays as business needs requireIn-office position based on-site at the Richmond, VA office; not a remote positionAbility to sit, use a computer, and monitor multiple systems and screens for extended periodsRegular use of phone, email, and web-based applications in a fast-paced, time-sensitive environmentAbility to perform the physical requirements of the position with or without reasonable accommodationNovo Health Services is an Equal Opportunity Employer and Drug Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.We are always on the lookout for people who bring fresh perspective and life experiences to our team.