Enterprise Operations Manager

Nolan Transportation Group•Grand Rapids, MI

16d

About The Position

Enterprise Operations Manager : Oversees broader operational efficiency across the office, leading account teams and ensuring processes, systems, and performance standards are met. Essential Duties and Responsibilities Serve as a key connection between customers, sales, and operations to ensure service excellence. Collaborate with internal teams to ensure smooth execution of logistics and compliance with customer SOPs. Track and report on performance metrics, identifying trends and areas for improvement. Act as an escalation point for issues, proactively identifying risks and driving resolutions. Serve as the escalation point of contact for all customer accounts, maintaining strong relationships and understanding customer goals. Auditing routing guides, tender acceptance/rejection, and RFP/bid packets to drive strategy for contractual volume. Provide customer-specific reporting, insights, and continuous improvement recommendations. Oversee office-wide operational efficiency, including load board management, customer SOPs, and claims management. Manage and develop Account Managers and Account Coordinators including monthly performance reviews and training. Assign daily operational tasks and monitor execution. Lead operational meetings with executive leadership to review performance and address challenges. Monitor and optimize use of operational technology (bots, bad build reports, RFP trackers) to improve efficiency and win rates. Manage PTO coverage and ensure continuity of service for all accounts.

Requirements

Bachelor’s degree in Business or related field preferred.
1–5+ years of transportation or logistics experience with direct leadership responsibilities.
Demonstrated ability to lead and develop teams, drive process improvements, and deliver operational results.
Strong ability to manage multiple stakeholders and balance office-wide priorities.
Excellent interpersonal, verbal, and written communication skills with ability to interact across all levels of leadership.
Ability to thrive in a fast-paced, high-energy environment while managing competing priorities.
Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
Proficiency in Microsoft Office; Excel and Tableau experience preferred.
Ability to read, analyze, and interpret industry documents and reports.
Customer-centric mindset with the ability to proactively address concerns and identify value-added solutions.

Responsibilities

Serve as a key connection between customers, sales, and operations to ensure service excellence.
Collaborate with internal teams to ensure smooth execution of logistics and compliance with customer SOPs.
Track and report on performance metrics, identifying trends and areas for improvement.
Act as an escalation point for issues, proactively identifying risks and driving resolutions.
Serve as the escalation point of contact for all customer accounts, maintaining strong relationships and understanding customer goals.
Auditing routing guides, tender acceptance/rejection, and RFP/bid packets to drive strategy for contractual volume.
Provide customer-specific reporting, insights, and continuous improvement recommendations.
Oversee office-wide operational efficiency, including load board management, customer SOPs, and claims management.
Manage and develop Account Managers and Account Coordinators including monthly performance reviews and training.
Assign daily operational tasks and monitor execution.
Lead operational meetings with executive leadership to review performance and address challenges.
Monitor and optimize use of operational technology (bots, bad build reports, RFP trackers) to improve efficiency and win rates.
Manage PTO coverage and ensure continuity of service for all accounts.