The Operations Manager is responsible for overseeing day-to-day field and warehouse operations to ensure moves are completed safely, on time, and within budget. This role manages crews, equipment, dispatch/scheduling, and customer escalations while maintaining high service quality.
The Operations Manager ensures operational readiness each day, drives productivity, and enforces safety and company standards. Schedule note: This is not a typical 9-to-5 role; hours may start early and run late depending on move schedules, staffing, and peak-season volume. Weekends/holidays and on-call coverage may be required.
Responsibilities:
Daily Operations & Dispatch
- Plan and coordinate daily move schedules, routes, crew assignments, and truck allocation.
- Monitor job progress throughout the day; adjust staffing and schedules as conditions change.
- Ensure crews have correct paperwork, inventory sheets, special instructions, and supplies.
Team Leadership & Staffing
- Hire, train, coach, and evaluate movers, drivers, and crew leads.
- Lead daily morning check-ins/briefings (safety, job notes, expectations).
- Manage timekeeping, attendance, discipline, and performance improvement plans.
Customer Service & Escalation Handling
- Communicate with customers regarding arrival windows, delays, special requests, and concerns.
- Resolve escalations such as damage claims, billing disputes, service complaints, and change requests.
- Ensure customer expectations are set clearly and consistently before and during the move.
Quality Control & Safety Compliance
- Enforce safe lifting, packing, loading, driving, and equipment-use practices.
- Conduct random job-site checks and post-job reviews to confirm standards are met.
- Maintain compliance with DOT/company policies (as applicable), incident reporting, and insurance documentation.
Fleet, Equipment & Warehouse Oversight
- Oversee truck readiness: inspections, maintenance scheduling, cleanliness, fueling, and repairs.
- Manage inventory of pads, dollies, straps, tools, boxes, tape, shrink wrap, and PPE.
- Coordinate warehouse operations (storage vaults/units, labeling, access, organization, and audits).
Financial & Operational Performance
- Track job profitability and labor hours; control overtime and operating costs.
- Review job estimates vs. actuals; identify causes of overruns and implement fixes.
- Support revenue growth through operational efficiency and upsell compliance (packing materials, services).
Reporting & Process Improvement
- Maintain accurate operational records: schedules, crew hours, incidents, damages, claims, and customer notes.
- Build and refine SOPs for packing, loading, storage, damage prevention, and customer communication.
- Provide weekly updates to ownership/GM with KPIs, staffing needs, and operational risks.
Qualifications
- 2–5+ years in moving/logistics operations, dispatch, or field management (preferred).
- Proven ability to lead teams in fast-paced, customer-facing environments.
- Strong scheduling/dispatch skills and calm under pressure.
- Valid driver’s license; DOT/medical card (if required for driving duties).
- Ability to lift and demonstrate proper moving techniques (as needed for training/quality checks).
Required Skills
- Experience with moving software/CRM, GPS routing tools, and timekeeping systems.
- Working knowledge of damage claims handling and prevention standards.
- Bilingual (Spanish/English) a plus (if applicable).
Perks & Benefits
- Competitive salary range: $70,000 – $90,000
- Comprehensive health, dental, and vision coverage
- PTO and Sick Leave
- Opportunity to work with a dynamic and growing organization
If interested in this role, please apply directly or send your resume directly to tommy.connor@lhh.com!
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records
