Operations Manager

US Pack Services • Chicago, IL

18d • Remote

About The Position

The Operations Manager provides overall management and coordination of transportation services for an assigned group of customers. The role identifies, communicates, and meets customer needs by contracting with and coordinating Independent Contractors (ICs) who deliver products from clients’ locations to designated destinations. The position works from home and requires travel throughout the assigned area, including travel to customer locations approximately 50% of the time. The stated schedule is Monday through Friday, 5:00 a.m. to 1:30 p.m., with availability for additional hours and a preference for weekend and holiday availability. The position offers a salary of $60,000, dependent on experience.

The Operations Manager builds client relationships, monitors account performance and service quality, resolves service issues, coordinates IC onboarding and route coverage, and manages gross margins and driver pay activities. The role requires customer and driver interaction, independent organization of deadline-driven work, use of basic Microsoft Office programs, a valid driver’s license, and access to a clean, functional vehicle. Occasional lifting of up to 50 pounds is required.

USPack describes an inclusive, collaborative culture focused on employee development and career paths. Full-time benefits listed include a 401(k), health insurance, disability and life insurance, paid time off, and paid holidays.

Requirements

• Experience utilizing Independent Contractors, managing logistics or courier routes, scheduling routes, and providing customer service.
• Excellent interpersonal skills for interactions with drivers and customers.
• Ability to communicate effectively verbally and in writing at all levels of the organization.
• Independent judgment to plan, prioritize, and organize competing or deadline-driven tasks.
• Ability to understand the independent contractor relationship.
• Ability to work from home and travel throughout the assigned area as required.
• Ability to work additional hours when necessary to address operational issues.
• Proficiency in basic Microsoft Office programs, including Outlook, Excel, and Word.
• Valid driver’s license and a clean, functional vehicle.
• Ability to lift up to 50 pounds on occasion.
• College degree with some experience, or a high school diploma with an equivalent combination of education and experience.

Nice To Haves

• Six Sigma Green Belt Certification.
• Availability to work extra hours, weekends, and holidays.

Responsibilities

• Meet frequently with clients to build relationships and complete visit documentation.
• Review on-time delivery (OTD), piece scans, and location scans by account.
• Create, review, and resolve service issues using Delivery Incident Reports (DIRs).
• Complete customer reports and audits.
• Meet with prospective Independent Contractors to verify their capabilities.
• Meet with ICs to discuss routes, stops, issues, client concerns, and scanning.
• Orient ICs to client standards and standard operating procedures, and enter them into the system.
• Monitor services to ensure ICs meet contractual requirements, including apparel and paperwork requirements.
• Assist with troubleshooting eCMobile issues.
• Plan route coverage and route changes, and communicate changes to ICs.
• Ensure services are performed in a timely manner.
• Negotiate contracted services and settlements with ICs.
• Monitor gross margin by account to ensure it exceeds budgeted targets.
• Complete driver pay activities, including Special Order Requests (SORs), service type adjustments, and manual adjustments.
• Perform other duties as assigned.

Benefits

• Full-time benefits: 401(k), health insurance, disability and life insurance, paid time off (PTO), and paid holidays.
• Part-time benefits: 401(k) and paid sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED