Role Overview

The Operations Director is responsible for end‑to‑end execution of day‑to‑day operations while actively supporting the company’s growth strategy. This role provides leadership, alignment, and performance management across four core operational verticals: Hub Operations, Independent Delivery Contractors (IDC), Control Tower, and Last‑Mile Operations. The Ops Director ensures operational excellence, scalability, cost control, and service quality while building the operational foundation required to support future network expansion, volume growth, and new client onboarding.

Key Responsibilities

• Operational Leadership: Own day‑to‑day operational performance across all four verticals, ensuring service levels, KPIs, and customer commitments are consistently met or exceeded. Establish clear accountability, operating rhythms, and cross‑functional alignment between Hub, IDC, Control Tower, and Last‑Mile teams. Act as the main operational escalation point for service disruptions, capacity constraints, or performance gaps.
• Performance Management & KPIs:
  • Define, track, and improve key metrics including On‑time delivery, Cost per shipment, Productivity and utilization, Quality, damages, and claims, Capacity utilization and scalability, Safety and compliance.
  • Drive a data‑driven culture, leveraging dashboards, root‑cause analysis, and structured problem‑solving.
• Hub & Network Operations: Supervise hub throughput, line‑haul coordination, inbound/outbound flows, and sort efficiency. Ensure hubs are staffed, equipped, and optimized to support daily volumes and peak periods. Identify bottlenecks and lead continuous improvement initiatives within the network.
• IDC: Oversee contractor performance, compliance, onboarding, and retention. Partner with the IDC team to ensure capacity availability, route optimization, and service reliability. Support contractor growth strategies aligned with business expansion and volume forecasts.
• Control Tower: Ensure real‑time visibility, proactive issue detection, and rapid response to operational disruptions. Align Control Tower insights with Hub and Last‑Mile execution to improve network predictability. Utilize Control Tower data to inform planning, forecasting, and operational decisions.
• Last‑Mile Operations: Ensure last‑mile execution meets customer SLAs, cost targets, and quality standards. Drive route efficiency, delivery density, and first‑attempt delivery success. Partner with Last‑Mile leadership on continuous improvement and new service rollouts.
• Growth & Scalability: Support future growth initiatives, including new hub launches or expansions, new market entry, volume ramp‑ups for new or existing clients. Evaluate operational readiness for growth and define requirements for people, process, and technology. Contribute to annual operating plans and long‑term strategic roadmaps.
• Process & Continuous Improvement: Standardize operating procedures across regions and verticals. Lead Lean / continuous improvement initiatives to drive efficiency and cost reduction. Partner with Technology and Product teams on systems, tools, and automation initiatives.
• People Leadership: Develop and mentor senior operational leaders across the four verticals. Foster a culture of ownership, accountability, and operational excellence. Ensure safety, compliance, and labor standards are upheld across all operations.

Required Qualifications

• 8–12+ years of progressive operations leadership experience, preferably in logistics, transportation, last‑mile delivery, or supply chain.
• Proven experience leading multi‑site or multi‑vertical operations.
• Strong understanding of hub operations, contractor models, and last‑mile delivery networks.
• Demonstrated success scaling operations in a high‑growth environment.
• Strong analytical, financial, and KPI management skills.
• Excellent leadership, communication, and stakeholder‑management abilities.

Success in This Role Looks Like

• Stable, predictable daily operations across all verticals.
• Measurable improvements in cost, service, and productivity.
• Strong alignment and collaboration between all verticals.
• Operational readiness to support aggressive growth targets.