Head of Operations & Business Management

Job Summary:
The Operations Manager leads and drives operational efficiencies and deliver expected results in the areas of safety, quality, delivery, cost, and cash. This role builds operational talent, addresses key operational performance challenges, and implements sustainable standard practices. The Operations Manager should be comfortable multitasking and working cross-functionally with different business units.
Reports to:
General Manager
Essential Job Duties:

Demonstrate a commitment to communicating, improving, and adhering to safety policies in all work environment areas
Promote a positive safety culture through leadership by example
Ensure strict compliance with all health and safety rules and state regulations
Implement and manage all safety initiatives
Ensure safety processes and procedures are up to date
Promote a culture of high performance and meeting/exceeding expected results
Drive and track financial performance via annual operations budget and monthly operations forecasting
Review cost on a month-end review and ensure all costs are accounted for and are accurate
Participate in monthly estimating job cost and financial reviews
Effectively develop goals and objectives to implement actions
Track performance and continuously look for opportunities for improvement

Work with all business units to drive customer attraction, retention, and quality service
Seek opportunities to meet and exceed customer expectations
Ensure a quality product/service within operations and actively work to resolve issues
Accountable for scheduling shifts, planning for call-ins/no shows, and reporting department metrics and performance
Evaluate customer support and identify solutions for customer issues
Set a motivational tone and establish a high degree of optimism focused on employees in the work environment
Respond positively to unpredictable situations or problems that can occur throughout their work responsibilities
Supervise team members, dispatchers, and drivers
Evaluate performance and deliver feedback
Develop measures to motivate employees
Conduct succession planning
Participate in the development of emerging leaders to be ready to move into higher level roles
Scope of Responsibility:
The Operations Manager oversees daily operational activities, leading a team of drivers, dispatchers, and support staff to ensure safety, service quality, and efficiency across assigned business units. This role has direct accountability for achieving operational and financial performance goals, including cost control, productivity, and customer satisfaction. The Operations Manager exercises decision-making authority related to staffing, scheduling, and process improvements, and plays a key role in developing talent and maintaining a culture of safety and high performance.
Knowledge and Skill Requirements:
Ability to multi-task
Strong organizational, written, and verbal communication skills
Must be a self-starter and have a high level of accountability
Upbeat and energized to complete tasks with a positive attitude
Must work well under pressure and have a strong attention to detail
Must be willing to learn and practice all safety procedures as safety is our highest value
Excellent Microsoft Word, Excel, Power Point & Outlook skills
Education & Experience:
~ Minimum 3 years of experience as Operations manager and/or Supervisor

Physical Demands & Work Environment:
Prolonged periods of sitting at a desk and working on a computer.
Frequent use of hands and fingers to handle, control, or feel objects, tools, or controls.
Regularly required to talk and hear, both in person and by phone or web meetings.
Occasionally required to stand, walk, and reach with hands and arms.
Ability to read and interpret data on a computer screen or printed documents.
Work is performed in an office environment with moderate noise levels, in a climate-controlled environment with heating and air conditioning.
May be required to move around the work site and may be exposed to various weather conditions, including extreme heat, cold, rain, and snow.
May be exposed to high noise levels from trucks and machinery while outside typical office setting.
Travel Required:

~ N/A

This job description is designed to provide a general overview of the responsibilities and qualifications required for the position. It is not intended to be an exhaustive list of all duties or qualifications.