Territory Operations Specialist (Overnight 7pm - 4am)

Territory Operations Specialist

The Territory Operations Specialist (TOS) plays a critical role in supporting the success of their assigned territory by bridging centralized dispatch operations and field driver management. This position requires a proactive individual who excels in communication, problem-solving, and operational ownership across a 24-hour logistics environment. The TOS is responsible for managing the full driver lifecycle within their territory recruiting, contracting, training, engaging and holding drivers accountable while also serving as the primary operational escalation point for centralized dispatch during second shift and night hours. Face-to-face interaction with driving staff on a regular basis is critical to this role. This is an overnight position, working generally from 7pm - 4am.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Driver Fleet Management

• Recruiting:
  • Source and screen 1099 driver candidates, conducting outreach and screening calls on a schedule accessible to drivers working non-traditional shifts.
  • Coordinate with the Regional Account Manager on territory driver capacity needs and maintain a forward-looking view of fleet requirements
• Contracting & Onboarding:
  • Own the completion of driver onboarding and contract execution for the territory fleet, following up on document gaps, confirming compliance requirements, and ensuring new drivers are operationally ready before their first run.
• Training:
  • Conduct driver orientation, route walk-throughs, and operational briefings timed to when drivers are working.
  • Perform first run check-ins with new drivers, providing real-time coaching and operational support during the critical onboarding window.
  • Ensure all drivers are effectively using the driver application, offering hands-on training and assistance to promote adherence to processes and scan compliance.
• Driver Engagement:
  • Serve as the consistent operational presence for the territory driver fleet the person drivers know, trust, and contact when they have a problem.
  • Conduct regular driver check-ins and availability confirmations, maintaining a live view of driver readiness for upcoming shifts.
  • Drive driver retention through active relationship management, identifying disengagement early and addressing it before it becomes a service failure.
• Scheduling:
  • Build and manage the territory driver schedule as a live operational tool, with active bench management and forward coverage planning.
  • Maintain a readied backup driver bench so that coverage responses are execution, not improvisation.
  • Proactively identify and fill scheduling gaps before they reach dispatch.
• Accountability & Performance:
  • Maintain the territory 1099 driver reliability record, documenting no-shows, late confirmations, mid-route abandonments, and performance issues in real time.
  • Adjust driver load access per reliability standing and contract terms.
  • Track and report on driver performance metrics, providing insights and recommendations to the Regional Account Manager for continuous improvement.

Night & Second Shift Operations

• Serve as the primary escalation point for centralized dispatch during the shift when dispatchers require operational judgment or territory knowledge, the TOS is their first contact, not field leadership.
• Own all active routes within the territory during second shift and nights, monitoring status, identifying issues early, and resolving before they require escalation management.
• Respond to driver no-shows as the territory's first decision-maker: activate backup coverage, reassign stops, reroute as needed, and document the full incident.
• Coordinate night route releases across the territory in partnership with centralized dispatch.
• Manage linehaul and multi-state route disruptions including driver contact, contingency activation, and pharmacy or client communication.
• Issue client delay notifications and updated ETAs for standard operational delays.
• Direct dispatch agents and offshore support resources assigned to the territory during the shift.
• Deliver a written shift summary to the Regional Account Manager every morning covering incidents, actions taken, open items, and patterns identified.

Account & Territory Knowledge

• Maintain working familiarity with all accounts in the territory SLAs, delivery windows, facility contacts, and escalation preferences sufficient to support any account after hours without degrading service.
• Support RACs on account-level operational issues during the shift without assuming primary ownership of client relationships.
• Collaborate with the Regional Account Manager and RACs to ensure territory account knowledge is shared and documented, reducing single-account dependency.
• Identify recurring operational patterns within the territory and surface them to the Regional Account Manager with root cause context and recommendations.
• Assist in preparing territory operational data for business reviews as requested by the Client Service team or Regional Account Manager.

Dispatch Support

• Maintain consistent communication with centralized dispatch, drivers, clients, and the Regional Account Manager to ensure smooth operations across all active shifts.
• Act as first point of escalation contact for dispatch agents while on shift, assisting in issue resolution and advising on best practices.
• Identify dispatching efficiencies and operational improvements and raise them to the Dispatch Manager or Regional Account Manager as appropriate.
• Assist in sourcing drivers and arranging coverage for last-minute operational gaps as needed.
• Support the training and onboarding of new dispatch agents in coordination with the Dispatch Manager.
• Maintains the confidentiality of information processed.

• Performs other duties and responsibilities as requested or required.
• Follows company policies and procedures.

Qualifications

High School Diploma or equivalent required. Bachelor's or associate degree preferred. 3-5 years' experience in logistics, customer service, courier operations or related field required. LTC pharmacy, healthcare delivery or healthcare knowledge is helpful. Basic Microsoft Outlook, Project, Excel, Word, and Power Point skills required. CRM experience a plus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong communication and interpersonal skills.
• Proven ability to make real-time operational decisions under pressure without requiring escalation approval.
• Experience in driver recruiting, onboarding, training, or fleet management in a logistics or courier environment.
• Strong communication and interpersonal skills across all audiences drivers, dispatchers, pharmacy clients, and field leadership.
• Ability to work collaboratively in a team environment while independently owning operational responsibilities during assigned shift hours.
• Proficiency in logistics management software, driver applications, and Microsoft Office Suite.
• Excellent organizational skills and attention to detail.
• Problem-solving mindset with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Strong understanding of confidentiality requirements, PHI protocols, and HIPAA regulations.
• Ability to write routine operational reports and correspondence.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases "occasionally," "regularly," and "frequently" correspond to the following definitions: "Occasionally" means up to 1/3 of working time, "regularly" means between 1/3 and 2/3 of working time, and "frequently" means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment