Operations Manager

Operations ManagerNOVO Health Services is seeking a strategic and experienced Operations Manager to lead courier and trucking operations across our New Hampshire market, ensuring safe, efficient, and compliant service delivery in a 24/7, 365-day operating environment.This role is responsible for overseeing drivers, dispatch personnel, and operational staff, directing recruitment, coaching, and performance management while driving results across safety, compliance, customer service, and financial performance.The ideal candidate is a strategic, hands-on leader with strong operational and people-management skills, a track record of driving KPI performance, and the ability to build strong relationships with customers and cross-functional partners.Key ResponsibilitiesProvide strategic leadership and day-to-day oversight of all courier and trucking operations within the New Hampshire market, ensuring safe, efficient, and compliant service deliveryMonitor key performance indicators (KPIs), including on-time delivery, route efficiency, customer satisfaction, driver productivity, attendance, safety, and financial performanceAnalyze operational data to identify trends, improve efficiencies, reduce costs, and implement continuous improvement initiativesManage scheduling, staffing levels, route optimization, and resource allocation to ensure operational excellence while controlling labor expensesEnsure all equipment, company assets, and operational facilities are properly maintained and utilized efficientlyConduct facility audits, ride-alongs, driver observations, and operational quality inspectionsAssist with launching new customer accounts and expanding existing courier and trucking operationsDirect the recruitment, hiring, onboarding, training, coaching, and performance management of drivers, dispatch personnel, and operational staffConduct regular performance reviews, disciplinary actions, coaching sessions, and employee development plans to build a high-performing operations teamPromote employee engagement, retention initiatives, and company cultureSupport recruiting efforts through interviews, hiring events, and community outreachServe as acting regional leadership when neededEnsure all transportation operations comply with customer regulations, DOT, OSHA standards, HIPAA, company policies, customer requirements, and all applicable federal, state, and local regulationsLead investigations involving accidents, customer complaints, safety incidents, service failures, and employee concerns while ensuring proper documentation and corrective actionMaintain high standards of professionalism, accountability, integrity, and customer service throughout all areas of operationDevelop and maintain strong relationships with customers by delivering exceptional service, responding to operational concerns, and proactively resolving issuesParticipate in customer meetings, operational reviews, contract implementations, and business development efforts when necessaryBe available to respond to operational emergencies, customer escalations, and after-hours business needs as requiredPartner with Human Resources, Safety, Recruiting, Payroll, and Executive Leadership to support company initiatives and operational goalsPrepare operational reports, forecasts, budgets, and staffing plans while maintaining accountability for departmental financial performanceSupport regional leadership with special projects, acquisitions, and operational growth initiativesParticipate in leadership meetings and provide recommendations for operational improvementsQualificationsRequiredMinimum of 3 years managing supervisors, drivers, or multi-site operational teamsDemonstrated experience managing budgets, labor costs, productivity metrics, and operational KPIsStrong knowledge of DOT, HIPAA, and OSHA regulations, safety compliance, driver qualification requirements, and transportation best practicesProven leadership experience with hiring, coaching, employee development, performance management, and conflict resolutionExcellent communication, organizational, and problem-solving skillsProficiency with Microsoft Office, TMS, CRMs, and transportation management softwareValid driver's licenseAbility to pass background screening and pre-employment drug screeningAbility to travel throughout the service area as neededWillingness to work flexible hours, including evenings, weekends, holidays, and on-call responsibilities when business needs requirePreferredBachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation Management, or a related field, or equivalent management experienceMinimum of 5 years of progressive operations management experience, preferably within transportation, logistics, courier, distribution, or last-mile deliveryExperience managing medical courier, pharmaceutical logistics, healthcare transportation, or time-sensitive delivery operationsExperience with route optimization software, GPS fleet management systems, and transportation management systems (TMS)Experience managing operations with 50+ employees across multiple shiftsPrevious P&L responsibility with annual operating budgetsExperience with Workday, Samsara, or similar operational management platformsCommercial driving experienceOSHA, HIPAA, DOT, or transportation safety certificationsStrong customer relationship management experience with contract logistics or dedicated transportation accountsKey CompetenciesStrategic, hands-on leadership with strong people-management and coaching skillsStrong analytical and problem-solving skills with a focus on continuous improvementAbility to manage multiple priorities in a fast-paced, 24/7 operating environmentExcellent verbal and written communication skills across all levels of the organizationSound judgment and integrity when handling investigations, compliance matters, and employee relationsStrong customer relationship management and business development orientationAdaptability and composure when responding to operational emergencies and escalationsPhysical & Work Environment RequirementsAbility to travel throughout the service area as neededWillingness to work flexible hours, including evenings, nights, weekends, and holidays in a 24/7, 365-day operationAvailability to respond to operational emergencies, customer escalations, and after-hours business needsValid driver's license and ability to pass background screening and pre-employment drug screeningAbility to work across office, warehouse, and vehicle/field environments as operational needs requireWhat we can offer you as a full-time associate:Competitive payPaid holidaysPaid time off program (PTO)401(k) with employer matchFlexible spending account (FSA)Health savings account (HSA)Medical, dental, and vision programsBasic life/AD&D insuranceLong-term disability (LTD)Why work for NOVO Health Services?NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.