Operation Control Center Assistant Manager

Bob's Discount Furniture•Solon, OH

8d•$81,000 - $100,000•Onsite

About The Position

The Operational Control Center (OCC) Assistant Manager oversees overnight transportation operations within the Operational Control Center, ensuring real-time shipment visibility, proactive issue resolution, and consistent communication with drivers and internal teams. In this role, you will leverage your expertise in transportation operations, dispatch coordination, team leadership, real-time tracking, and exception management to maintain service reliability, resolve operational disruptions, and uphold company standards. You will collaborate closely with dispatch, planning, fleet leadership, customer service, and operations teams to protect service levels, support timely decision-making, and deliver effective overnight operational handoffs.

Requirements

High school diploma or GED required.
3+ years of experience in transportation, logistics, dispatch, fleet operations, real-time operations, or a control center environment.
Experience leading or supporting teams in a fast-paced operational environment.
Strong decision-making, problem-solving, and communication skills.
Ability to lead a team in an overnight environment, including weekends, holidays, and emergency coverage as needed.
Proficiency with transportation management systems, telematics, tracking/tracing tools, and communication platforms.
Knowledge of DOT and Hours of Service regulations required.
Demonstrated ability to lead, support, and inspire overnight OCC team members in a fast-paced operating environment.
Experience coaching team members, reinforcing SOPs, and supporting skill development through feedback and training.
Proven ability to set clear expectations for communication, tracking accuracy, escalation practices, and shift performance.
Skilled at assigning work, prioritizing issues, and empowering team members to resolve operational needs appropriately.
History of driving operational outcomes, including on-time performance, accurate updates, timely issue resolution, and complete handoffs.
Consistently make well-informed decisions in time-sensitive transportation situations.
Ability to analyze delays, breakdowns, service failures, and other operational issues to determine effective solutions.
Excellent written and verbal communication skills that support clear driver communication, team coordination, and leadership reporting.
Proven ability to manage driver, customer, or internal escalations constructively and professionally.
Ability to keep overnight team members focused, engaged, and accountable during high-pressure operating periods.
Proficiency with transportation management systems, telematics, tracking/tracing tools, and communication platforms: SAP, Samsara, Optym, Turvo, Excel
Ability to monitor and support key operational performance indicators such as on-time performance, shipment update accuracy, issue resolution speed, and service reliability.
Demonstrated commitment to protecting the customer experience through proactive shipment monitoring, timely communication, and effective exception management.
Proven ability to identify process gaps, streamline workflows, and recommend improvements to OCC operations.
Capability to support operational planning, overnight coverage needs, escalation readiness, and continuous improvement initiatives aligned with business objectives.
Able to sit, walk, stand, bend, kneel, reach, twist, push, pull, climb, balance, crouch, and move items weighing up to 50 lbs. without assistance.
Ability to move throughout all areas of the assigned work location.
Stand or sit continuously to perform job functions.

Nice To Haves

Associate or bachelor’s degree in business, Logistics, Supply Chain, Transportation, or a related field preferred.
Logistics, transportation, or supply chain certifications preferred.
Prior supervisory or lead experience.
Experience in 24/7 operations, emergency response, or high-volume transportation environments.
Advanced knowledge of DOT and Hours of Service regulations.
Decision making under pressure
Team coaching & development
Process compliance
Cross functional collaboration
Driver support & interaction
Root cause analysis
Attention to detail

Responsibilities

Apply expertise in transportation operations and shipment visibility to lead the overnight OCC team responsible for tracking and tracing all shipments.
Lead efforts in real-time load monitoring and exception management to protect service levels and support on-time performance.
Demonstrate proficiency in dispatch coordination and driver communication by overseeing incoming driver calls, providing guidance, and escalating issues as needed.
Collaborate with dispatch, planning, fleet leadership, customer service, and operations teams to resolve overnight service issues and maintain clear communication.
Utilize problem-solving and decision-making skills to address delays, breakdowns, service failures, and other time-sensitive operational disruptions.
Continuously monitor and optimize OCC workflows, tracking updates, escalation protocols, and shift handoff processes for efficiency and accuracy.
Supervise, coach, and support OCC Specialists to ensure adherence to SOPs, communication standards, compliance expectations, and performance goals.
Document incidents, corrective actions, and overnight shift activity for accurate reporting and leadership handoff.
Support compliance with company policies, DOT regulations, Hours of Service requirements, and safety standards.
Identify process gaps and recommend improvements to OCC tools, technologies, workflows, and operational control processes.
All other duties as assigned.