General Manager - Final Mile Delivery Operations

Apogee Delivery and Installation Inc•Charlotte, NC

11d•Onsite

About The Position

Apogee Delivery is seeking an experienced, hands-on General Manager to lead our final-mile delivery operation supporting in the Greater Charlotte, NC market. This is not a desk-only management position. We are looking for a visible, high-energy leader who will take full ownership of the location, build strong relationships, hold teams accountable, and create a culture where operational excellence and customer service are the standard. The General Manager will be responsible for the complete performance of the Charlotte operation, including financial results, client satisfaction, carrier performance, employee leadership, compliance, and the overall customer delivery experience.

Requirements

Three or more years of leadership experience in final-mile delivery, logistics, transportation, warehousing, retail operations, or a similar service-based environment.
Previous experience managing a location, terminal, distribution operation, or field-based team.
Demonstrated experience managing financial performance, budgets, operating costs, or a location-level P&L.
Strong ability to lead both employees and independent contracted service providers.
Proven success managing client relationships in a high-expectation environment.
Ability to make decisions quickly, communicate clearly, and remain composed under pressure.
Strong coaching, accountability, conflict-resolution, and problem-solving skills.
Comfort working with performance reports, spreadsheets, scorecards, and operational systems.
Working knowledge of safety, employment, transportation, and contractor-compliance expectations.
Ability to work a flexible schedule based on operational needs, including early mornings, weekends, holidays, and peak-volume periods.

Nice To Haves

Visible and engaged in the operation.
Competitive and motivated by measurable results.
Comfortable having difficult but necessary performance conversations.
Capable of building relationships without sacrificing accountability.
Organized, responsive, and disciplined with follow-through.
Focused on developing people rather than simply directing tasks.
Able to balance the needs of the client, customers, carriers, employees, and the business.
Ready to take ownership rather than wait for direction.

Responsibilities

Take complete ownership of the Charlotte location’s operational and financial performance.
Manage the location’s profit and loss performance, labor costs, operating expenses, productivity, and overall profitability.
Build and execute operating plans that support service expectations and business goals.
Identify performance gaps quickly and implement clear, sustainable corrective actions.
Maintain a strong presence during critical operating periods, including morning load-out and peak delivery days.
Lead the daily performance of contracted motor carriers, drivers, helpers, dispatchers, and operational support personnel.
Ensure the operation has the appropriate number of qualified delivery teams to support daily and seasonal volume.
Monitor delivery performance, completion rates, customer satisfaction, claims, damages, attendance, route execution, and service quality.
Coach underperforming carriers and delivery teams through documented improvement plans and consistent follow-up.
Hold carriers accountable to Apogee, client, safety, compliance, and customer-service expectations.
Develop strong relationships with delivery teams while maintaining clear professional standards and accountability.
Serve as Apogee Delivery’s primary operational leader and relationship owner for the Charlotte location.
Build a trusted, solutions-focused partnership with leadership and local operating teams.
Communicate proactively regarding service levels, staffing, delivery challenges, risks, and corrective actions.
Participate in client meetings, performance reviews, and operational planning discussions.
Ensure client concerns are acknowledged quickly, investigated thoroughly, and resolved with urgency.
Represent Apogee professionally and protect the long-term strength of the client relationship.
Lead, coach, and develop the location’s dispatch and operational leadership team.
Set clear expectations and provide frequent, direct, and constructive feedback.
Create an environment where employees understand their responsibilities and are held accountable for results.
Build leadership depth by identifying and developing future supervisors and managers.
Address performance concerns consistently, professionally, and in partnership with Human Resources.
Promote a positive, disciplined, and results-oriented workplace culture.
Ensure all employees, carriers, drivers, and helpers meet company and client qualification requirements.
Maintain compliance with background checks, motor vehicle records, drug screening, insurance, identification, training, and documentation requirements.
Prevent unqualified or unauthorized personnel from participating in delivery operations.
Enforce safety procedures, equipment standards, customer-property protection requirements, and delivery protocols.
Investigate incidents, claims, customer complaints, injuries, and compliance concerns promptly.
Partner with Apogee’s Risk, Compliance, Human Resources, and Operations teams to reduce exposure and strengthen operating controls.
Track and improve key performance indicators, including: Customer satisfaction and five-star ratings, Delivery completion rate, On-time performance, Claims and damage frequency, Customer issue rate, Route and labor productivity, Carrier attendance and reliability, Safety and compliance performance, Location profitability.
Lead regular performance reviews with employees and contracted carriers.
Use reporting and operational data to identify trends, root causes, and improvement opportunities.
Develop action plans with measurable owners, deadlines, and expected outcomes.
Ensure improvement initiatives are followed through to completion.