Operations Manager

NOW Courier•Indianapolis, IN

About The Position

Take Charge of a High-Impact Leadership Role! Are you a strategic leader with a passion for driving operational excellence? Do you thrive in a fast-paced environment where you can make a real difference? If so, we invite you to step into the role of Indianapolis Operations Manager, where you’ll lead a dynamic team and oversee the 24/7/365 operations of our Indianapolis branch. This is more than just a management position—it’s an opportunity to shape the success of our business by optimizing resources, streamlining operations, and ensuring that we exceed customer expectations. What You'll do: As our Indianapolis Operations Manager, you will have the power to drive efficiency, innovation, and profitability. Essential Duties and Responsibilities: Duties include, but are not limited to: Overseeing all branch operations—including Route Development, Warehouse, Facilities, and Security—to ensure smooth and efficient workflows. Lead, coach and develop operations team to consistently deliver high‑quality service by ensuring compliance with Service Level Agreements (SLAs). Develop KPIs -- track, and refine key performance indicators (KPIs) that drive high levels of operational and customer-facing performance, leveraging data analysis and reporting to identify trends, evaluate outcomes, and recommend data‑backed improvements that strengthen efficiency, quality, and overall organizational results. Customer Service -- Champion a customer‑first culture by proactively identifying customer needs, resolving service issues, and continuously improving processes. Leading with vision—managing employees and independent contractors while fostering a culture of accountability, growth, and teamwork. Developing and optimizing routes—ensuring cost-effective coverage while maintaining top-tier service quality. Overseeing/Coordinating independent contractor drivers—from planning and training to retention and compensation. Overseeing warehouse operations—coordinating receiving, tracking, sorting, staging, and loading processes. Maximizing workforce productivity—hiring, training, and managing warehouse employees to ensure peak efficiency. Driving profitability—budget preparation, cost control, labor optimization, and commission management to achieve financial goals. Leveraging technology—optimizing TMS dispatching software for seamless operations. Implementing process improvements—using lean methodologies like Kaizen and poka-yoke to enhance performance. Identifying and executing capital improvement projects to elevate operational capabilities. Why Join Us? ✅ High-impact role with the ability to directly shape the success of the branch. ✅ A dynamic, fast-paced environment where no two days are the same. ✅ Opportunities for growth and advancement within a thriving organization. ✅ Competitive compensation and benefits package. If you’re ready to take your career to the next level and lead a high-performing team to new heights, apply today! This role requires a strong leader with the ability to think critically, make data-driven decisions, and inspire teams to perform at their best. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of NOW Courier. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. Education and/or Experience: Bachelor's degree (B.A./B.S.) from a four-year college or university in business, supply chain, or operations; and ten years of relevant experience and/or training; or equivalent combination of education. Previous management experience in an operational role is preferred. Previous experience working in the logistics and parcel distribution industry is highly desired.

Requirements

Bachelor's degree (B.A./B.S.) from a four-year college or university in business, supply chain, or operations; and ten years of relevant experience and/or training; or equivalent combination of education.
Knowledge of logistics or parcel delivery industry.
Highly organized and detail oriented.
High capacity individual, with the ability to work in a fast-paced, high-pressure, deadline driven environment.
Resourceful and creative.
Critical thinking and problem-solving skills.
Must exhibit professionalism and be effective working with customers, independent contractors, and employees.
Skillfully convey information on a wide range of topics to a diverse target audience.
Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications.
Ability to handle confidential information.
Effective prioritization and time management skills.
Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement.
Ability to manage multiple projects and tasks simultaneously.
A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory.

Nice To Haves

Previous management experience in an operational role is preferred.
Previous experience working in the logistics and parcel distribution industry is highly desired.

Responsibilities

Overseeing all branch operations—including Route Development, Warehouse, Facilities, and Security—to ensure smooth and efficient workflows.
Lead, coach and develop operations team to consistently deliver high‑quality service by ensuring compliance with Service Level Agreements (SLAs).
Develop KPIs -- track, and refine key performance indicators (KPIs) that drive high levels of operational and customer-facing performance, leveraging data analysis and reporting to identify trends, evaluate outcomes, and recommend data‑backed improvements that strengthen efficiency, quality, and overall organizational results.
Customer Service -- Champion a customer‑first culture by proactively identifying customer needs, resolving service issues, and continuously improving processes.
Leading with vision—managing employees and independent contractors while fostering a culture of accountability, growth, and teamwork.
Developing and optimizing routes—ensuring cost-effective coverage while maintaining top-tier service quality.
Overseeing/Coordinating independent contractor drivers—from planning and training to retention and compensation.
Overseeing warehouse operations—coordinating receiving, tracking, sorting, staging, and loading processes.
Maximizing workforce productivity—hiring, training, and managing warehouse employees to ensure peak efficiency.
Driving profitability—budget preparation, cost control, labor optimization, and commission management to achieve financial goals.
Leveraging technology—optimizing TMS dispatching software for seamless operations.
Implementing process improvements—using lean methodologies like Kaizen and poka-yoke to enhance performance.
Identifying and executing capital improvement projects to elevate operational capabilities.