Operations Manager Jobs

About The Position

Requirements

• Bachelor’s degree or equivalent experience.
• Experience in Operations, Supply Chain, Business, Analytics, or a related field preferred
• Experience working in customer-facing operational roles, escalation management, or service recovery environments
• Experience supporting reporting, operational reviews, or customer communications preferred
• You bring a strong operational mindset and manage real-time execution effectively, even when priorities shift quickly.
• You make quick, sound decisions in high-pressure situations.
• You communicate clearly and professionally, keeping both internal teams and customers informed with the right level of detail and urgency.
• You are detail-oriented and show strong follow-through on issue resolution and documentation.
• You collaborate cross-functionally and influence without direct authority, using reporting and performance metrics to guide decisions.

Responsibilities

• Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts, ensuring timely and effective response.
• Ensure escalations are clearly documented, tracked, and communicated through centralized systems, while maintaining adherence to escalation protocols and strong operational discipline.
• Act as the primary point of contact during critical issues, coordinating cross-functional responses and driving resolution.
• Support customer engagements including issue resolution calls, operational reviews, and ad hoc requests; ensure timely, accurate communication during active issues, including status updates and resolution summaries; partner with senior leadership to prepare materials for MBRs/QBRs, performance updates, and customer reporting.
• Execute white glove processes for priority customers, ensuring close monitoring, proactive identification of risks, and rapid escalation when needed; partner with leadership to implement new white glove initiatives and ensure consistent execution across the team.
• Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues; ensure accurate documentation of issues, actions, and outcomes to support visibility and reporting.
• Identify recurring issues and surface trends to the Senior Manager for broader process improvement.
• Partner with Operations, Field Ops, Line Haul, and Quality to drive alignment on issue resolution and operational performance; escalate systemic issues and risks to senior leadership with clear context and recommended actions.

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs