Operations Manager

US Pack Services•Danbury, CT

3d•Hybrid

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 utilizing Independent Contractors (ICs) as delivery drivers to deliver products from client locations to designated destinations. The position works from home with travel throughout the assigned area and requires travel to customer locations 50–75% of the time. The role is hybrid-remote, with a preference for candidates in or near Danbury, Connecticut. The schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m. The employee must be available to work additional hours when operational issues arise; availability for extra hours, weekends, and holidays is preferred. The stated salary is $60,000–$65,000, depending on experience. USPack describes an inclusive, collaborative culture and says it invests in employees and supports long-term 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 organizational levels.
Independent judgment to plan, prioritize, and organize competing or deadline-driven tasks and demands.
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 to address operational issues when necessary.
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.
Candidates located in or near Danbury, Connecticut are preferred.

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 Independent Contractors to discuss routes, stops, issues, client concerns, and scanning.
Orient Independent Contractors to client standards and standard operating procedures, and enter them into the system.
Monitor services to ensure Independent Contractors meet contractual requirements, including apparel and paperwork requirements.
Assist with troubleshooting eCMobile issues.
Plan route coverage and route changes, and communicate them to Independent Contractors.
Ensure services are performed in a timely manner.
Manage gross margins, including negotiating contracted services and settlements with Independent Contractors and monitoring gross margin by account against budgeted targets.
Complete driver-pay activities, including Special Order Requests, service-type adjustments, and manual adjustments.
Perform other duties as assigned.