Overnight Escalation Management Jobs (NOW HIRING)

Summary

The Territory Operations Specialist (TOS) plays a critical role in supporting the success of their assigned territory by bridging centralized dispatch operations and field driver management. This position requires a proactive individual who excels in communication, problem-solving, and operational ownership across a 24-hour logistics environment. The TOS is responsible for managing the full driver lifecycle within their territory – recruiting, contracting, training, engaging and holding drivers accountable – while also serving as the primary operational escalation point for centralized dispatch during second shift and night hours. Face-to-face interaction with driving staff on a regular basis is critical to this role. This is an overnight position, working generally from 7pm - 4am.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Driver Fleet Management:

• Recruiting:
  • Source and screen 1099 driver candidates, conducting outreach and screening calls on a schedule accessible to drivers working non-traditional shifts.
  • Coordinate with the Regional Account Manager on territory driver capacity needs and maintain a forward-looking view of fleet requirements
• Contracting & Onboarding:
  • Own the completion of driver onboarding and contract execution for the territory fleet, following up on document gaps, confirming compliance requirements, and ensuring new drivers are operationally ready before their first run.
• Training:
  • Conduct driver orientation, route walk-throughs, and operational briefings timed to when drivers are working.
  • Perform first run check-ins with new drivers, providing real-time coaching and operational support during the critical onboarding window.
  • Ensure all drivers are effectively using the driver application, offering hands-on training and assistance to promote adherence to processes and scan compliance.
• Driver Engagement:
  • Serve as the consistent operational presence for the territory driver fleet – the person drivers know, trust, and contact when they have a problem.
  • Conduct regular driver check-ins and availability confirmations, maintaining a live view of driver readiness for upcoming shifts.
  • Drive driver retention through active relationship management, identifying disengagement early and addressing it before it becomes a service failure.
• Scheduling:
  • Build and manage the territory driver schedule as a live operational tool, with active bench management and forward coverage planning.
  • Maintain a readied backup driver bench so that coverage responses are execution, not improvisation.
  • Proactively identify and fill scheduling gaps before they reach dispatch.
• Accountability & Performance:
  • Maintain the territory 1099 driver reliability record, documenting no-shows, late confirmations, mid-route abandonments, and performance issues in real time.
  • Adjust driver load access per reliability standing and contract terms.
  • Track and report on driver performance metrics, providing insights and recommendations to the Regional Account Manager for continuous improvement.

Night & Second Shift Operations:

• Serve as the primary escalation point for centralized dispatch during the shift – when dispatchers require operational judgment or territory knowledge, the TOS is their first contact, not field leadership.
• Own all active routes within the territory during second shift and nights, monitoring status, identifying issues early, and resolving before they require escalation management.
• Respond to driver no-shows as the territory’s first decision-maker: activate backup coverage, reassign stops, reroute as needed, and document the full incident.

Account & Territory Knowledge:

Dispatch Support:

Qualifications

High School Diploma or equivalent required. Bachelor’s or associate degree preferred. 3-5 years’ experience in logistics, customer service, courier operations or related field required. LTC pharmacy, healthcare delivery or healthcare knowledge is helpful. Basic Microsoft Outlook, Project, Excel, Word, and Power Point skills required. CRM experience a plus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This role is a hybrid position with frequent travel expectations within the U.S. estimated at 25% per year. The emphasis is on travel for impact. Due to the nature of operations, hours of work flexibility is required to maintain a high level of client service to support a 24/7 operation. However, the main hours of business for this role is between the hours of 7pm – 4am.

The above statement reflects the general details necessary to describe the principal functions of the occupation and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

EEO Statement

SPS Health, LLC, and all its affiliates, are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Compensation details: 55000-65000 Yearly Salary

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