Operations Manager in Schaumburg, Illinois at Navigate Logistics

Position Summary:

The Hybrid Operations Manager is responsible for the overall management, coordination, and execution of transportation services for an assigned group of customers. This role serves as the primary point of contact for ensuring service excellence by understanding customer requirements and aligning operational resources to meet or exceed expectations. The position identifies customer needs, communicates them effectively across teams, and ensures satisfaction by contracting and working with independent contractors who execute timely and accurate deliveries from client locations to designated destinations.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage day-to-day logistics operations within an assigned geographic region, ensuring timely, accurate, and cost-effective deliveries.
• Utilize and maintain a network of independent contractor drivers to fulfill delivery requirements in alignment with service expectations to maintain reliable coverage across the region.
• Build and foster strong relationships with both customers and independent contractors to ensure high levels of satisfaction and performance.
• Act as the primary point of contact for assigned customers, addressing service issues, delivery concerns, and operational adjustments as needed. Meet regularly with clients and complete thorough visit documentation.
• Monitor and manage delivery performance metrics, identifying areas for improvement and implementing process change as directed by company initiatives or when necessary.
• Identify opportunities to improve service efficiency, reduce costs, and enhance the overall customer experience; coordinate with internal teams and customers to forecast, plan, and support smooth service execution.
• Ensure compliance with company policies, safety standards, and legal requirements across all operations and contractor engagements.
• Prepare and complete customer reports and audits with accuracy and attention to detail, ensuring compliance with service standards and contractual requirements.
• Meet with prospective independent contractors to assess fit, review contractual expectations, and align them with customer route requirements.
• Monitor independent contractor performance to ensure adherence to contractual obligations, service standards, and operational policies.
• Plan and adjust route coverage to meet delivery demands, including proactive management of route changes and service area shifts.
• Maintain regular communication with ICs regarding route performance, service expectations, and operational updates.
• Negotiate terms and settlements with ICs to ensure clarity and alignment on contracted services, rates, and compliance requirements.
• Monitor gross margin by account, ensuring financial performance meets or exceeds budgeted targets.
• Verify and confirm route completion for independent contractor payment processing; submit manual pay change requests and exception items to leadership for review and approval; negotiate with independent contractors regarding contracted services and settlement as needed.
• Collaborate with internal teams to resolve delivery issues, service failures, or escalations while maintaining strong customer satisfaction.
• Ensure operational compliance with company policies, safety standards, and contractual agreements across all delivery activities.
• Monitor gross margin performance by account to ensure alignment with and achievement of budgeted targets; identify and address variances proactively.
• Develop and coach direct reports; monitor Operations Coordinators’ performance to ensure efficiency and effectiveness, and review timecard accuracy on a weekly basis (if applicable).
• Perform other duties as assigned.

Qualifications:

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.

Knowledge, Skills, and Abilities:

• Comprehensive understanding of logistics operations, including independent contractor (IC) management, courier route optimization, scheduling, and customer service best practices.
• Strong analytical and problem-solving skills, with the ability to interpret performance metrics and operational data to drive efficiency, cost control, and continuous improvement.
• Excellent communication and interpersonal abilities, effective at engaging with drivers, customers, and internal teams across all organizational levels.
• Proven ability to plan, prioritize, and manage competing operational demands, exercising sound judgment in a fast-paced, deadline-driven environment.
• Customer service-oriented mindset, focused on service excellence and timely resolution of issues impacting delivery performance or client satisfaction.
• Ability to work flexible hours, including evenings, weekends, and holidays, to meet customer needs as required.
• Proficiency in Microsoft Office (Excel, Outlook, Word) and working knowledge of logistics management systems.
• Ability to lift up to 50 pounds on occasion.

Education, Experience, Certificates and Licenses:

• High school diploma required; Associate’s degree preferred.
• 2+ years of relevant management experience in logistics or a related industry, with a strong background in courier route management, driver contracting, route scheduling, and customer service.
• Valid driver’s license and reliable vehicle required for field oversight.
• Six Sigma Green Belt Certification preferred.

Core Values:

• Integrity - We establish trust through integrity, understanding that actions speak louder than words, fostering enduring relationships.
• Passion for Service - We provide service that delights our customers, is responsive to their needs, and anticipates and delivers what they value most.
• Collaboration - We leverage the strength of the broader team with the understanding that we are aligned in our corporate goals, which transcend individual achievements.
• Accountability - We hold ourselves and each other accountable to our clients, our environment, and our values.
• Innovation - We embrace change and use it to drive creative solutions, continuously seeking new ways and new answers to achieve enduring excellence.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

This role is Hybrid with 50% travel to customer location in and around Schaumburg with mileage reimbursement.