Driver Operations Manager | Final Mile & White Glove Delivery

DSV • Lancaster, CA

5d • Hybrid

About The Position

DSV is seeking a Manager, VAD Driver Operations to lead Value Added Delivery (VAD) operations across multiple locations. This leadership role is responsible for service performance, client experience, operational execution, financial results, and workforce effectiveness. The ideal candidate understands that successful white-glove delivery requires more than just transportation. You will lead and develop supervisors and operational teams responsible for specialized final-mile services where premium product handling, damage prevention, assembly and installation, professionalism, and customer experience are critical. You will collaborate with clients, Account Management, carriers, third-party service providers, and internal teams to ensure customer-specific requirements are met, service issues are resolved, and operations are continuously improved. Monitoring KPIs and financial performance, managing costs, supporting P&L objectives, and identifying opportunities to enhance productivity, service quality, and profitability are key aspects of this role. This is an opportunity to make an impact in a growing and specialized part of DSV's business.

Requirements

• 3 to 5 years of experience in logistics, transportation, final-mile delivery, fleet operations, or a related operational environment.
• Minimum of 3 years of supervisory or people leadership experience required.
• Strong knowledge of final-mile logistics, white-glove service standards, premium product handling, and customer-focused delivery operations.
• Experience managing carriers, third-party service providers, or other external operational partners.
• Demonstrated experience leading and developing teams, managing performance, and building high-performing operations.
• Experience resolving complex service failures, property damage concerns, customer complaints, and client escalations, with strong conflict-resolution skills.
• Strong background in transportation safety, DOT and FMCSA compliance, and customer-specific operational requirements.
• Experience with Transportation Management Systems (TMS), dispatch tools, or similar operational technology.
• Intermediate proficiency in Microsoft Excel and working knowledge of Microsoft Word and PowerPoint.
• Experience using Transportation Management Systems (TMS), dispatch systems, and other operational technology platforms.

Nice To Haves

• Experience within final-mile, white-glove, luxury delivery, specialized delivery, or Value Added Delivery operations strongly preferred.
• Experience with budgets, cost management, financial performance, or P&L responsibilities preferred.

Responsibilities

• Provide leadership and direction to supervisory and operational teams across assigned VAD operations, establishing clear expectations, priorities, and accountability.
• Lead, develop, and support supervisors responsible for drivers, helpers, technicians, warehouse personnel, and other operational staff.
• Ensure appropriate staffing, training, and development programs are in place to support operational requirements and white-glove service standards.
• Ensure teams are effectively trained on premium product handling, assembly and installation requirements, professional customer interaction, safety, customer-specific SOPs, and operational procedures.
• Monitor team and leadership performance, provide coaching and feedback, and ensure performance concerns are appropriately addressed.
• Support hiring, retention, employee engagement, succession planning, and leadership development to maintain high-performing operations.
• Foster a culture of safety, accountability, professionalism, collaboration, continuous improvement, and service excellence.
• Develop and maintain strong client relationships and serve as a senior operational partner for assigned VAD business.
• Partner with Account Management to understand customer-specific SOPs, service expectations, performance requirements, and changing business needs.
• Ensure consistent execution of customer-specific requirements and white-glove service standards across assigned locations.
• Serve as an escalation point for significant delivery issues, property damage claims, customer complaints, service failures, and complex operational concerns that cannot be resolved at the supervisory level.
• Manage carrier and third-party service provider performance to ensure consistent, high-quality service delivery.
• Participate in client meetings and business reviews and partner with Sales and Account Management to support service improvements, client retention, and business growth.
• Provide oversight of VAD operations across assigned locations to ensure safe, efficient, consistent, and high-quality execution.
• Establish operational priorities and performance expectations while ensuring supervisory teams effectively manage daily workflow, staffing, scheduling, and service execution.
• Monitor key performance indicators, including on-time performance, productivity, damage rates, service failures, customer satisfaction, staffing, and utilization.
• Analyze operational reports, client feedback, delivery exceptions, and performance trends to identify risks, recurring issues, and opportunities for improvement.
• Drive performance toward established expectations for on-time delivery, damage prevention, premium product handling, assembly and installation quality, and customer experience.
• Evaluate significant service failures, damage incidents, and operational disruptions to identify root causes and ensure corrective actions are implemented.
• Identify opportunities to improve processes, productivity, consistency, resource utilization, and service quality across assigned locations.
• Ensure compliance with applicable DOT and FMCSA requirements, company policies, safety standards, customer requirements, and operational controls.
• Support new client implementations, operational changes, and other strategic initiatives requiring VAD operational expertise.
• Support development and achievement of operational budgets, forecasts, and financial objectives for assigned locations.
• Monitor revenue, labor, carrier and third-party costs, productivity, asset utilization, and other financial measures affecting operational performance.
• Manage costs and identify opportunities to improve efficiency and profitability while maintaining established safety, service, and quality standards.
• Analyze and report on operational and financial performance to ensure budget and performance objectives are achieved.
• Identify business opportunities and risks that may impact financial performance, operational capacity, client commitments, or business growth.
• Ensure compliance with applicable internal controls and established operational and financial KPIs.
• Perform other duties, responsibilities, and projects as required and assigned.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed