Operations Manager

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