Lead Operations Specialist- Logistics & Client Services · Tue-Fri 11:00 AM–8:00 PM & SAT 10:00 AM-7:30 PM

Rapid Medical•West Hollywood, CA

4d•Onsite

About The Position

This is a full-time, in-office position. Candidates must be able to work on-site at our office for every scheduled shift — this role is not eligible for remote or hybrid work. Rapid Medical is a tech-forward logistics partner for labs, clinics, and health systems — operating across 28 states and managing thousands of daily stops that keep healthcare running. We're not a courier company with software bolted on. We're a technology company that happens to run a high-performance logistics operation — and the two are deeply intertwined. As Lead Operations Specialist, you're the operational backbone of our logistics network — the person clients trust when stakes are highest, the leader your team turns to when the unexpected happens, and the strategic mind that elevates our entire operation. You'll lead by example — excelling at every part of the Operations Specialist role and then some — while managing the full spectrum of client and operational excellence. Beyond owning critical relationships and real-time problem solving, you'll build the processes, documentation, and standards that scale our operation. You'll hold your Operations Specialists accountable to those standards, coach them up when they fall short, and ensure strict compliance adherence. You'll also serve as the bridge between Operations and Tech — surfacing feedback on the tools the team uses every day and rigorously testing new releases before they reach the floor. This is an on-site role based at our facility for the full duration of every shift. The ideal candidate combines operational excellence with leadership maturity. You're as comfortable coaching a team member through a difficult situation as you are with hands-on troubleshooting to get parcels delivered during a storm. You see the big picture while mastering the details, and you build systems that make everyone around you more effective.

Requirements

Meticulous and detail-oriented — you keep track of a lot of moving pieces at once and don't let anything slip through the cracks
Skilled multitasker — you juggle team coaching, client escalations, and dispatch decisions simultaneously without losing your footing
Calm and composed under pressure — fast-moving operations with real stakes don't rattle you; they energize you
Professional communicator, written and verbal — crisis de-escalation, team motivation, and executive presentation all come naturally to you
Comfortable holding people accountable — you give direct, constructive feedback and coach Operations Specialists up rather than letting standards slide
Comfortable working cross-functionally with Tech — you translate operational pain points into clear feedback and thoroughly test tool updates before they reach the team
Customer-first mindset — you genuinely care about the experience you deliver and take pride in going above and beyond
Able to work the required on-site schedule — this is an in-office role, and reliable attendance for every scheduled shift is essential
5+ years of logistics experience
3+ years in a leadership role
Comfortable with technology — you pick up new platforms quickly and use them to your advantage
Low ego, high output — you're here to do the work, not manage up

Nice To Haves

Healthcare experience
Contract driver network management
Weather-driven operations experience
Bilingual

Responsibilities

Model excellence in every core Operations Specialist responsibility — client management, dispatch, and problem solving — setting the standard the rest of the team is held to
Lead, mentor, and develop junior Operations Specialists — providing real-time coaching, performance feedback, and growth opportunities
Hold Operations Specialists accountable to team standards, addressing performance gaps directly and coaching them up rather than working around them
Establish and maintain team standards for client communication, problem resolution, and operational excellence
Conduct regular training sessions on compliance protocols, new procedures, and best practices
Monitor team performance metrics and implement improvement strategies
Serve as the primary liaison between Operations and the Tech team, translating on-the-ground friction into clear, actionable feedback
Thoroughly test new tool updates and features before they're released to the broader team, confirming they actually solve the problem they were built for
Flag bugs, gaps, and workflow issues early, and follow up with Tech to verify fixes meet the team's real-world needs before rollout
Serve as a primary point of contact for laboratory and health system clients — fielding scheduling requests, answering questions, and handling escalations with professionalism and urgency
Build trusted relationships with client coordinators and operations leads through consistent, proactive communication
Identify and flag service issues before they become problems — you anticipate, not just react
Plan and adjust daily routes to balance operational efficiency with service quality and on-time performance
Monitor real-time conditions — including traffic, weather, and capacity — and make adjustments as needed to maintain service levels
Coordinate driver assignments, manage available capacity, and ensure the right resources are positioned to support daily operations
Own incident response: missed pickups, vehicle issues, time-sensitive reroutes — you find a path forward quickly
Support W2 drivers and independent contractors via our mobile platform, serving as a calm, reliable resource in high-pressure moments
Document issues, resolution steps, and patterns to help us continuously improve operations
Validate that shipments meet HIPAA, DOT, and applicable state/local regulatory requirements
Audit driver documentation — chain-of-custody, temperature logs — and escalate non-compliance issues immediately
Uphold the operational standards that health systems trust us to maintain