Operations Lead

U-Haul•Phoenix, AZ

5d•Onsite

About The Position

The Operations Lead supports the day-to-day execution of Collegeboxes operations by guiding the Operations Coordinator team and ensuring high-quality service delivery across all markets. Reporting to Director, this role leads workflows, supporting escalations, and driving operational consistency during both peak and off-peak periods. This position is responsible for coordinating team efforts, improving processes, and supporting key decisions related to staffing, claims, and customer experience. It is ideal for someone who thrives in a fast-paced environment, highly organized, and willingness to foster a collaborative, solution-focused team environment. During peak periods, this role will also assist with customer communication via text, email, and chat.

Requirements

1-3 years of experience in operations, logistics or team leadership
Proficiency in Microsoft Office (Excel and Word required)
Strong organizational and time management skills
Ability to manage multiple priorities in fast-paced, season environment
Comfortable making recommendations and supporting decision making
Positive, professional, and team oriented mindset

Nice To Haves

Experience with Moving Help, U-Box or center operations is a plus

Responsibilities

Team Leadership & Daily Operations Lead and support the Operations Coordinator team in daily execution
Help prioritize workloads and ensure timely, accurate completion of tasks
Act as a point of contact for escalations and operational questions
Support peak season readiness and execution
Contribute to off-season projects focused on improving operations and customer experience
Workflow & Process Optimization Monitor workflows across various systems to ensure accuracy
Identify process gaps and recommend improvements
Partner with leadership to implement operational enhancements
Training & Support Assist in onboarding and training Operations Coordinators
Provide in-person training with service providers on procedures, safety, and service standards
Help maintain and update training materials including U-Haul University courses and Center Procedures
Claims & Inventory Coordination Support claims management process with FedEx and internal teams
File shipping claims on behalf of customers when needed
Maintain photo documentation to reduce claims and disputes
Reporting & Financial Approvals Run and review daily and weekly operational reports
Flag trends, issues, and opportunities for improvement
Review and make final decision on refunds, chargebacks, and duplicate charges
Ability to drive U-Haul trucks and lift up to 50lbs (as needed)
Availability for weekend shifts (half days or rotating weekends)
On-call availability (2-4 weekend days) in December and January
Travel up to 20 days per year for campus support, conferences, and events