Senior Carrier Operations Manager – In-Home Furniture Delivery

Blue Truck Logistics•Norcross, GA

21d•Remote

About The Position

Blue Truck is a national furniture logistics company that’s reshaping how customers experience delivery of big, important purchases like sofas, beds, and dining tables. We specialize in white-glove, in-home delivery for some of the fastest-growing furniture brands in the country, combining smart logistics with a seamless delivery experience and high-quality support. Founded by a team with backgrounds at Uber and other high-growth startups, we’re using technology to bring the furniture supply chain into the modern world. We've built a coast-to-coast network and earned a reputation for service that stands out in an industry that doesn’t always get it right. For people who are ambitious, solution-oriented, and excited to be part of a company that's still early in its journey, this is a ground-floor opportunity to shape and build the company.

Requirements

Strong operator who owns outcomes and drives issues to resolution.
Ability to build and improve systems, not just manage them.
Clear and confident communication skills (phone, Slack, email).
Ability to balance fairness with accountability in carrier management.
Sound judgment in messy, real-world situations.
Ability to manage multiple live issues without losing focus.
Willingness to learn and go deep into unfamiliar operating systems.
Ability to earn autonomy through clean execution.
Thrives in a hands-on, high-ownership environment.
Willingness to grind and do the work that matters most.
Managed real-world transportation or field service operations where people, trucks, customers, schedules, and money all collide.
Experience managing independent carriers or driver teams.
Ability to make judgment calls under pressure.
Ability to hold partners accountable while building long-term working relationships.

Nice To Haves

Big & bulky final-mile delivery leaders, especially in furniture, appliances, mattresses, fitness equipment, or other in-home delivery categories.
Moving company general managers, assistant general managers, dispatch managers, or operations managers who have managed crews, trucks, claims, customer escalations, and daily route execution.
Carrier operations or brokerage operators who have covered loads, negotiated pay, managed carrier performance, and handled service failures in real time.
Field operations leaders from businesses where service quality depends on distributed teams performing inside customer homes or businesses.
Hands-on logistics operators who are comfortable jumping from route coverage to pay questions to breakdown recovery to customer-impacting decisions without losing the thread.

Responsibilities

Overseeing the network of independent owner-operator carriers.
Carrier recruiting, route coverage and assignment.
Overseeing carrier training and quality, ensuring carriers meet high standards for installation skill and customer service.
Setting and enforcing performance standards for carriers, including addressing underperformance.
Pricing routes, posting the weekly job board, and ensuring all routes are covered by assigning the right carriers.
Managing carrier pay decisions and assessing market reality without compromising rate discipline.
Aiming for 80-90% utilization of the active carrier network through strategic route offerings.
Triage and solving on-route issues, such as assembly problems, breakdowns, and delivery challenges.
Developing contingency plans for delivery disruptions and managing communication with affected customers.
Managing carrier relationships, acting as a coach, and addressing carrier concerns while maintaining accountability.
Building and improving systems and processes for carrier operations.
Communicating clearly and confidently with carriers and the internal team.
Balancing fairness in compensation with accountability, including assessing monetary penalties when necessary.
Managing multiple live issues simultaneously, making sound judgment calls, and ensuring timely resolution.
Learning and adapting to the company's specific operational model and systems.
Rolling up sleeves and doing the work required in a hands-on, high-ownership startup environment.