Operations and Dispatch Manager (Van Line and Local Experience Required)

Piece by Piece Movers•Clinton, MA

1d•Onsite

About The Position

The Operations and Dispatch Manager is responsible for the day-to-day operational performance of the agency's moving and storage business, overseeing both van line (interstate/long-haul) and local moving operations. This role directs dispatch, crew scheduling, equipment utilization, and driver management to ensure every shipment is executed on time, on budget, and to the highest service and safety standards. The Operations and Dispatch Manager balances the distinct operational rhythms of long-haul van line work and local/intrastate moves, while leading a team of dispatchers, drivers, helpers, and warehouse staff on-site in Clinton, MA.

Requirements

5+ years of progressive operations/dispatch experience in the moving and storage industry, with demonstrated experience in both van line (interstate) and local moving operations - this dual experience is essential
Working knowledge of van line systems, tariffs, and agent networks (Allied/NAVL/SIRVA, United/Mayflower, Atlas, Wheaton, etc.)
Working knowledge of Massachusetts DPU regulations and New England local moving market
Strong understanding of DOT/FMCSA regulations, HOS/ELD compliance, and driver qualification requirements
Proven leadership experience managing dispatchers, drivers, and crews (15+ direct/indirect reports)
Proficiency with move management and dispatch software (MoversSuite, CompuMove, MoveHQ, or equivalent)
Strong analytical skills with the ability to manage to KPIs and budgets
Excellent communication, problem-solving, and decision-making skills in a fast-paced environment
Ability to work on-site in Clinton, MA, with flexibility during peak season (extended hours, occasional weekends)
Valid driver's license

Nice To Haves

Experience with corporate relocation, national accounts, and/or GSA/military (DP3) shipments
Experience managing warehouse and SIT operations
Bilingual (English/Spanish or English/Portuguese) a plus given the local labor market
Certified Moving Consultant (CMC) or similar industry credentials
CDL a plus but not required

Responsibilities

Plan, schedule, and dispatch daily local moves, long-distance van line shipments, packing crews, and delivery/pickup runs
Optimize crew assignments, truck utilization, and routing to maximize efficiency and minimize overtime
Coordinate van line shipments with the booking van line (e.g., Allied, North American, United, Atlas, Mayflower) - managing registrations, hauling assignments, SIT (storage-in-transit), and interline deliveries
Monitor real-time job progress, proactively adjusting plans when jobs run long, crews are delayed, or equipment issues arise
Ensure accurate job documentation: bills of lading, inventories, weight tickets, trip sheets, time records, and customer signatures
Manage driver check-ins/check-outs, trip paperwork review, and settlement processes for owner-operators and company drivers
Serve as the primary operational liaison with the van line corporate office, agents, and other network agents
Manage outbound and inbound interstate shipments, including hauling, origin/destination services, and third-party coordination
Oversee compliance with van line tariffs, service standards, and performance metrics (on-time pickup/delivery, claims ratio, survey scores)
Coordinate COD, National Account, GSA/military, and corporate relocation shipments per client-specific requirements
Work with Project Coordinators and booking agents to ensure accurate job setup, pricing, and service delivery
Manage local and intrastate Massachusetts moves, including residential, small commercial, and specialty moves
Ensure compliance with Massachusetts DPU (Department of Public Utilities) regulations governing intrastate household goods moves, including tariff adherence, required documentation, and consumer protection requirements
Build and manage local crew rosters, including full-time movers, seasonal staff, and temporary labor as needed
Oversee local estimating support, job costing, and crew productivity benchmarks
Supervise dispatchers, drivers, crew leads, packers, helpers, and warehouse staff based in Clinton
Recruit, hire, onboard, and train operational staff; manage performance reviews, coaching, and corrective action
Plan staffing levels for peak season (May-September) and manage labor ramp-up/ramp-down
Foster a safety-first, team-oriented culture with clear accountability
Conduct daily huddles and weekly operations meetings to align the team on priorities and performance
Oversee the tractor, straight truck, trailer, and van fleet - including DOT compliance, preventive maintenance, inspections, and repairs
Manage equipment assignments and ensure trucks are road-ready, clean, and properly stocked (pads, dollies, straps, materials)
Partner with the warehouse supervisor on SIT, permanent storage, receiving, loading/unloading, and inventory accuracy
Manage operational supplies, packing material inventory, and equipment purchases within budget
Ensure full compliance with DOT, FMCSA, Massachusetts DPU, and OSHA regulations
Manage driver qualification files, hours-of-service (HOS/ELD) compliance, drug & alcohol testing programs, and CDL requirements
Lead safety training programs, tailgate talks, and incident investigations
Minimize cargo claims, accidents, and workers' compensation incidents through proactive coaching and process discipline
Partner with HR and the safety team on incident reporting, root cause analysis, and corrective action
Manage operations to meet or exceed revenue, margin, labor cost, and productivity targets
Control operational expenses: labor, fuel, maintenance, subhaul, temp labor, and materials
Review and approve driver/crew payroll, owner-operator settlements, and third-party/agent invoices
Analyze operational KPIs - on-time performance, revenue per crew hour, claims ratio, customer survey scores, utilization - and drive continuous improvement
Prepare operational reports for the General Manager and ownership
Partner with Project Coordinators, sales, and the claims team to ensure a seamless customer experience
Resolve escalated operational issues quickly and professionally
Personally engage on high-profile, VIP, or complex shipments when needed
Drive customer satisfaction scores and reduce claims through crew training, proper equipment, and disciplined processes