Operations Manager

Novo Building Products•Salem, OR

About The Position

NOVO Health Services is seeking a strategic, hands-on Operations Manager to lead courier and trucking operations across its New Hampshire market. The role oversees safe, efficient, and compliant service delivery in a 24/7, 365-day operating environment, including responsibility for drivers, dispatch personnel, and operational staff. The manager directs recruitment, coaching, and performance management and drives results across safety, compliance, customer service, and financial performance. The position provides strategic leadership and day-to-day operational oversight, monitors performance indicators, analyzes operational data, manages staffing and routes, and ensures company assets and facilities are maintained and used efficiently. It also supports customer account launches and growth, develops and maintains customer relationships, handles operational issues and emergencies, and partners with internal teams on company initiatives. The Operations Manager ensures compliance with applicable transportation, safety, customer, and company requirements; leads investigations and corrective actions; and prepares operational reports, forecasts, budgets, and staffing plans. The role may serve as acting regional leadership when needed and supports special projects, acquisitions, and operational growth initiatives. The position requires travel throughout the service area and the ability to work across office, warehouse, and vehicle or field environments. Flexible hours—including evenings, nights, weekends, holidays, and on-call availability—may be required based on business needs.

Requirements

At least 3 years of experience managing supervisors, drivers, or multi-site operational teams.
Demonstrated experience managing budgets, labor costs, productivity metrics, and operational KPIs.
Strong knowledge of DOT, HIPAA, and OSHA regulations, safety compliance, driver qualification requirements, and transportation best practices.
Leadership experience with hiring, coaching, employee development, performance management, and conflict resolution.
Excellent communication, organizational, and problem-solving skills.
Proficiency with Microsoft Office, TMS, CRMs, and transportation management software.
Valid driver's license.
Ability to pass background screening and pre-employment drug screening.
Ability to travel throughout the service area as needed.
Willingness to work flexible hours, including evenings, weekends, holidays, and on-call responsibilities when business needs require.
Ability to work across office, warehouse, and vehicle or field environments as operational needs require.

Nice To Haves

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation Management, or a related field, or equivalent management experience.
At least 5 years of progressive operations management experience, preferably in transportation, logistics, courier, distribution, or last-mile delivery.
Experience managing medical courier, pharmaceutical logistics, healthcare transportation, or time-sensitive delivery operations.
Experience with route optimization software, GPS fleet management systems, and transportation management systems (TMS).
Experience managing operations with 50 or more employees across multiple shifts.
Previous P&L responsibility with annual operating budgets.
Experience with Workday, Samsara, or similar operational management platforms.
Commercial driving experience.
OSHA, HIPAA, DOT, or transportation safety certifications.
Strong customer relationship management experience with contract logistics or dedicated transportation accounts.

Responsibilities

Provide strategic leadership and day-to-day oversight of courier and trucking operations in the New Hampshire market.
Monitor KPIs such as on-time delivery, route efficiency, customer satisfaction, driver productivity, attendance, safety, and financial performance.
Analyze operational data, identify trends, improve efficiency, reduce costs, and implement continuous improvement initiatives.
Manage scheduling, staffing levels, route optimization, and resource allocation while controlling labor expenses.
Ensure equipment, company assets, and operational facilities are maintained and efficiently utilized.
Conduct facility audits, ride-alongs, driver observations, and operational quality inspections.
Assist with launching new customer accounts and expanding courier and trucking operations.
Direct recruitment, hiring, onboarding, training, coaching, and performance management for drivers, dispatch personnel, and operational staff.
Conduct performance reviews, disciplinary actions, coaching sessions, and employee development plans.
Promote employee engagement, retention, and company culture; support recruiting through interviews, hiring events, and community outreach.
Serve as acting regional leadership when needed.
Ensure compliance with customer regulations, DOT, OSHA, HIPAA, company policies, customer requirements, and applicable federal, state, and local regulations.
Lead investigations into accidents, customer complaints, safety incidents, service failures, and employee concerns, ensuring documentation and corrective action.
Maintain professionalism, accountability, integrity, and customer service throughout operations.
Develop and maintain customer relationships, respond to operational concerns, and proactively resolve issues.
Participate in customer meetings, operational reviews, contract implementations, and business development efforts as needed.
Respond to operational emergencies, customer escalations, and after-hours business needs as required.
Partner with Human Resources, Safety, Recruiting, Payroll, and Executive Leadership on company initiatives and operational goals.
Prepare operational reports, forecasts, budgets, and staffing plans and maintain accountability for departmental financial performance.
Support regional leadership with special projects, acquisitions, and operational growth initiatives.
Participate in leadership meetings and provide recommendations for operational improvements.