Act Fast Operations

Position Summary

The Operations Manager oversees day-to-day courier operations to ensure consistent, efficient, and compliant service delivery. This position manages dispatchers, drivers, and administrative staff while maintaining customer satisfaction, route efficiency, and regulatory compliance. The manager ensures all company policies, safety standards, and service level agreements (SLAs) are met or exceeded.

Essential Duties and Responsibilities

• Operational Oversight:

1. Supervise daily courier routes, dispatch functions, and logistics operations.
2. Monitor and optimize route performance, delivery times, and driver productivity.
3. Ensure timely and accurate billing, order entry, and documentation in dispatch software.
4. Coordinate cross-departmental communication between sales, accounting, and customer service.

• Staff Management:

1. Recruit, train, and evaluate dispatchers, leads, and drivers (employees or contractors).
2. Enforce company policies and safety standards.
3. Conduct regular performance reviews, ride-along audits, and corrective coaching.
4. Approve driver onboarding documents (W-9, NDA, Contractor Agreement, background checks, etc.).

• Customer & Vendor Relations:

1. Serve as primary contact for major accounts; ensure client satisfaction and SLA compliance.
2. Resolve escalated service issues, late deliveries, or claims promptly.
3. Coordinate with vendors for insurance, fleet, and technology support.

• Compliance & Safety:

1. Maintain compliance with DOT, OSHA, HIPAA, and HAZMAT standards as applicable.
2. Ensure adherence to chain-of-custody, cold-chain handling, and bloodborne pathogen protocols.
3. Conduct incident investigations, prepare reports, and implement corrective actions.

• Administrative & Financial:

1. Review and approve weekly invoices, driver settlements, and expense reports.
2. Track KPIs including on-time percentage, claims, delivery volume, and cost per stop.
3. Support budgeting, payroll coordination, and working capital tracking.

Qualifications

Education: Bachelor’s degree preferred (Business, Logistics, Supply Chain, or related field).
Experience: Minimum 3–5 years in transportation, logistics, or courier management.
Technical Skills:
• Dispatch and routing software
• Microsoft Office Suite (Excel, Word, Outlook)
• Fleet and driver compliance systems
Soft Skills:
• Strong leadership and communication abilities
• Analytical mindset with problem-solving aptitude
• Ability to multitask and work under pressure

Physical and Work Environment Requirements

• Ability to sit or stand for extended periods.
• Occasional lifting of packages up to 50 lbs.
• Flexible hours including weekends or evenings as operational needs require.

Performance Metrics

• On-time delivery rate
• Route and labor efficiency
• Driver retention and satisfaction
• Customer complaint and claim rate
• Invoice and data accuracy

Compensation and Benefits

• Competitive salary (DOE)