Operation Control Center Assistant Manager

Operational Control Center Assistant Manager

The Operational Control Center (OCC) Assistant Manager oversees overnight transportation operations within the Operational Control Center, ensuring real-time shipment visibility, proactive issue resolution, and consistent communication with drivers and internal teams. In this role, you will leverage your expertise in transportation operations, dispatch coordination, team leadership, real-time tracking, and exception management to maintain service reliability, resolve operational disruptions, and uphold company standards. You will collaborate closely with dispatch, planning, fleet leadership, customer service, and operations teams to protect service levels, support timely decision-making, and deliver effective overnight operational handoffs.

Compensation: Starting annual salary of $81,000 - $100,000 (Based on experience) plus bonus potential.

Key Responsibilities

• Apply your expertise in transportation operations and shipment visibility to lead the overnight OCC team responsible for tracking and tracing all shipments.
• Lead efforts in real-time load monitoring and exception management to protect service levels and support on-time performance.
• Demonstrate proficiency in dispatch coordination and driver communication by overseeing incoming driver calls, providing guidance, and escalating issues as needed.
• Collaborate with dispatch, planning, fleet leadership, customer service, and operations teams to resolve overnight service issues and maintain clear communication.
• Utilize problem-solving and decision-making skills to address delays, breakdowns, service failures, and other time-sensitive operational disruptions.
• Continuously monitor and optimize OCC workflows, tracking updates, escalation protocols, and shift handoff processes for efficiency and accuracy.
• Supervise, coach, and support OCC Specialists to ensure adherence to SOPs, communication standards, compliance expectations, and performance goals.
• Document incidents, corrective actions, and overnight shift activity for accurate reporting and leadership handoff.
• Support compliance with company policies, DOT regulations, Hours of Service requirements, and safety standards.
• Identify process gaps and recommend improvements to OCC tools, technologies, workflows, and operational control processes.
• All other duties as assigned.
• What is noted above is not an all-inclusive list, but more an overview of major duties associated with this role. These duties may be modified or expanded at any time depending on business needs.

Minimum Qualifications

• Required Education: High school diploma or GED required. Associate or bachelor's degree in business, Logistics, Supply Chain, Transportation, or a related field preferred.
• Experience: 3+ years of experience in transportation, logistics, dispatch, fleet operations, real-time operations, or a control center environment. Experience leading or supporting teams in a fast-paced operational environment.
• Other Qualifications: Strong decision-making, problem-solving, and communication skills. Ability to lead a team in an overnight environment, including weekends, holidays, and emergency coverage as needed. Proficiency with transportation management systems, telematics, tracking/tracing tools, and communication platforms. Knowledge of DOT and Hours of Service regulations required. Logistics, transportation, or supply chain certifications preferred.

Key Competencies and Required Skills

To succeed in this role, candidates must demonstrate a strong foundation across three key skill areas:

Leadership Competencies

• People Leadership: Demonstrated ability to lead, support, and inspire overnight OCC team members in a fast-paced operating environment.
• Talent Development, Appraisal, and Feedback: Experience coaching team members, reinforcing SOPs, and supporting skill development through feedback and training.
• Hold Others Accountable: Proven ability to set clear expectations for communication, tracking accuracy, escalation practices, and shift performance.
• Effective Delegation: Skilled at assigning work, prioritizing issues, and empowering team members to resolve operational needs appropriately.
• Execution and Results: History of driving operational outcomes, including on-time performance, accurate updates, timely issue resolution, and complete handoffs.

Behavioral Competencies

• Sound Judgment: Consistently make well-informed decisions in time-sensitive transportation situations.
• Complex Problem Analysis: Ability to analyze delays, breakdowns, service failures, and other operational issues to determine effective solutions.
• Effective Communication: Excellent written and verbal communication skills that support clear driver communication, team coordination, and leadership reporting.
• Conflict Management: Proven ability to manage driver, customer, or internal escalations constructively and professionally.
• Motivational Skills: Ability to keep overnight team members focused, engaged, and accountable during high-pressure operating periods.

Technical/Functional Competencies

• Technical Proficiency: Proficiency with transportation management systems, telematics, tracking/tracing tools, and communication platforms: SAP, Samsara, Optym, Turvo, Excel
• Financial Acumen / KPI / Sales-Driven Focus: Ability to monitor and support key operational performance indicators such as on-time performance, shipment update accuracy, issue resolution speed, and service reliability. Financial Targets Annual and quarterly cost control goals, cost per load benchmarks, and service failure cost thresholds. KPI Thresholds Specific performance expectations for on time delivery %, update compliance %, exception resolution time, and network reliability. Customer Scorecard Metrics Customer specific service metrics, penalty structures, and scorecard weighting that OCC performance directly influences. Service Level Expectations Defined SLAs for communication cadence, update timeliness, escalation response, and overnight coverage standards. These items will be finalized as part of the broader OCC rollout and aligned with customer requirements, operational goals, and the company's annual growth plan.
• Customer Satisfaction: Demonstrated commitment to protecting the customer experience through proactive shipment monitoring, timely communication, and effective exception management.
• Process Improvement: Proven ability to identify process gaps, streamline workflows, and recommend improvements to OCC operations.
• Strategic Thinking and Planning: Capability to support operational planning, overnight coverage needs, escalation readiness, and continuous improvement initiatives aligned with business objectives.

Preferred Competencies and Skills

• Prior supervisory or lead experience.
• Experience in 24/7 operations, emergency response, or high-volume transportation environments.
• Advanced knowledge of DOT and Hours of Service regulations.
• Decision making under pressure
• Team coaching & development
• Process compliance
• Cross functional collaboration
• Driver support & interaction
• Root cause analysis
• Attention to detail

Supervisory Responsibility

• This role supervises and supports Logistics Clerk during overnight operations.

Work Environment

• This position works within an Operational Control Center environment supporting overnight transportation operations.
• The role requires frequent phone, system-based, and digital communication with drivers, dispatch, planning, fleet leadership, customer service, and operations teams.
• The position requires strong collaboration, real-time decision-making, and the ability to remain focused and effective in a fast-paced overnight setting.
• In office located at our DC in Solon, OH

Expected Hours of Work and Travel

• This is an overnight shift leadership role in office full time
• Availability for weekends, holidays, and emergency coverage is required as business needs dictate.
• Monday- Friday 10pm- 7am in office
• Expected travel 15%

Physical Requirements and Americans Disability Act (ADA)

• Able to sit, walk, stand, bend, kneel, reach, twist, push, pull, climb, balance, crouch, and move items weighing up to 50 lbs. without assistance.
• Ability to move throughout all areas of the assigned work location.
• Stand or sit continuously to perform job functions.

Equal Opportunity

It is policy of Bob's Discount Furniture, LLC to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state, or local law. We are committed to reasonably accommodating qualified people with disabilities