Position Summary
The Operations Manager is responsible for overseeing daily operations across residential, commercial, and logistics services to ensure efficient, safe, and high-quality service delivery. This role drives operational excellence, workforce performance, customer satisfaction, and profitability while aligning with company values and growth objectives.
Key Responsibilities
Operations Oversight
- Manage day-to-day operations for:
- Residential moves (local & long-distance)
- Commercial/office relocations
- Logistics, storage, and distribution services
- Ensure all jobs are staffed, scheduled, and executed efficiently
- Monitor dispatch, routing, and crew assignments to optimize productivity
- Oversee warehouse and storage operations, including inventory control
Team Leadership & Development
- Lead, coach, and develop operations staff including supervisors, drivers, movers, and warehouse personnel
- Conduct performance management, training, and disciplinary actions as needed
- Partner with HR on hiring, onboarding, and retention strategies
- Foster a culture of safety, accountability, and customer service excellence
Customer Experience
- Ensure high-quality service delivery and positive customer interactions
- Resolve escalated customer concerns and service issues
- Partner with sales and customer service teams to ensure seamless execution from booking to completion
Financial & Operational Performance
- Manage labor, equipment, and operational costs to meet budget targets
- Monitor key metrics (KPIs):
- On-time performance
- Claims/damage ratios
- Labor efficiency
- Revenue per move/job
- Identify and implement process improvements to increase efficiency and profitability
Safety & Compliance
- Ensure compliance with DOT, OSHA, and all local/state/federal regulations
- Maintain safety programs, training, and incident reporting
- Oversee vehicle safety, maintenance coordination, and driver compliance
Logistics & Equipment Management
- Manage fleet utilization and maintenance coordination
- Ensure proper use and availability of moving equipment, materials, and supplies
- Oversee warehouse operations including receiving, storage, and shipment tracking
Cross-Functional Collaboration
- Partner with Sales, Customer Experience, Payroll, and HR teams to ensure alignment
- Support business growth initiatives, new service offerings, and operational scaling
- Participate in leadership meetings and strategic planning
Qualifications
Required
- 5+ years of operations management experience (moving, logistics, transportation, or related industry preferred)
- Strong leadership and team management experience
- Knowledge of residential and commercial moving operations
- Experience managing scheduling, dispatch, and workforce logistics
- Understanding of DOT and safety compliance requirements
- Strong problem-solving and decision-making skills
Preferred
- Experience in multi-site or multi-state operations
- Background in warehouse/logistics/distribution management
- Familiarity with CRM/dispatch systems (e.g., HubSpot, Movers Suite, or similar)
- Bachelor’s degree in Business, Logistics, or related field (or equivalent experience)
Key Competencies
- Leadership & accountability
- Operational efficiency & execution
- Customer focus
- Strategic thinking
- Communication & collaboration
- Adaptability in fast-paced environments
Working Conditions
- Combination of office, warehouse, and field environments
- May require early mornings, evenings, weekends, and on-call support
- Occasional travel between locations
