Operations Manager

Job description

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