Operations Manager

Crossroads Courier•Phoenix, AZ

2d•Onsite

About The Position

Crossroads Courier is looking for an experienced, hands-on Operations Manager to lead our Phoenix Division. This is a high-impact leadership role for someone who thrives in a fast-paced, 24/7 logistics environment and knows how to balance people, customers, operations, and financial performance. As Operations Manager, you will have overall responsibility for the day-to-day performance of the Phoenix Division. You’ll lead and develop a team, manage operational and financial results, build strong client relationships, drive continuous improvement, and ensure we consistently deliver exceptional service. At Crossroads Courier, our culture is built around five core values: Customer First – We put our customers at the center of everything we do. Helping Others – We support our teammates and work together to succeed. Fun – We believe a positive workplace creates better results. Trustworthy – We do what we say and take ownership of our commitments. Commitment to Excellence – We continuously raise the bar for ourselves and our customers. We’re looking for a leader who naturally demonstrates these values and can turn them into action.

Requirements

High school diploma or equivalent.
5+ years of experience in logistics, transportation, courier operations, or another fast-paced operational environment.
3+ years of management or leadership experience.
Experience managing a P&L, budget, and financial performance.
Strong analytical, data-driven, and problem-solving skills.
Demonstrated ability to improve processes, manage KPIs, and drive operational excellence.
Strong leadership and interpersonal skills, including the ability to coach employees, manage conflict, and communicate effectively at all levels.
Proficiency with Microsoft Office Suite, including Excel, Outlook, Teams, and SharePoint, with the ability to quickly learn new technology and operational systems.
Ability to work a primarily Monday–Friday, 8:00 AM–5:00 PM schedule while remaining flexible for nights, weekends, holidays, and an on-call rotation as operational needs require.
Ability to travel as needed.
Valid driver’s license with a clean driving record.

Nice To Haves

Bachelor’s degree in Business, Operations, Logistics, Supply Chain Management, or a related field.
Experience in courier, last-mile delivery, transportation, or time-sensitive logistics operations.
Experience launching new client accounts or implementing new operational processes.

Responsibilities

Serve as the primary leader for the Phoenix Division, ensuring alignment with company goals, policies, and operational standards.
Develop and execute business plans that improve daily performance, efficiency, and division growth.
Oversee day-to-day operations in a fast-paced courier and logistics environment.
Ensure appropriate staffing, scheduling, and operational coverage to meet customer and business needs.
Maintain a strong focus on safety, compliance, service quality, and operational reliability.
Recruit, coach, mentor, and develop employees in partnership with Human Resources.
Build a high-performance team culture centered on accountability, collaboration, and continuous improvement.
Provide clear direction, set expectations, and hold team members accountable for results.
Address employee relations and performance issues effectively and professionally.
Partner with the Regional Operations Manager on P&L management and financial performance.
Manage budgets, control costs, and identify opportunities to improve profitability.
Use operational and financial data to make informed decisions and drive results.
Build and maintain strong relationships with clients and key stakeholders.
Ensure customer commitments and service-level agreements (SLAs) are consistently met.
Identify and resolve operational issues quickly while maintaining a customer-first mindset.
Establish, monitor, and improve key performance indicators (KPIs).
Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.
Lead process improvement initiatives that increase efficiency, service quality, and profitability.
Oversee new business launches, including account implementation and operational integration.
Manage CXT functions such as creating and maintaining rate charts, setting up new accounts, configuring routes, and scheduling recurring orders.
Step in when needed to support the operation and ensure customers receive their packages when promised.
Flexibility to occasionally make deliveries or assist with operational needs.
Perform other duties as assigned consistent with the responsibilities of the position.