Final Mile Network Operations Manager

The Final Mile Network Operations Manager will be responsible for driving operational excellence across the final-mile network. This position will directly manage site supervisors across multiple locations and will be accountable for site performance, customer KPIs, service execution, labor productivity, safety, and operating costs.

The ideal candidate will have extensive experience managing final-mile dock operations, including big-and-bulky products, e-commerce fulfillment, cross-dock operations, sortation and segregation, route dispatch, and customer-specific service requirements.

Approximately 50% travel is required to provide hands-on leadership and operational support across the network., * Manage daily operational performance across multiple final-mile locations.

• Provide direct leadership, coaching, and accountability to site supervisors.
• Ensure consistent execution of receiving, unloading, scanning, cross-docking, sortation, segregation, staging, route loadout, dispatch, returns, and exception-management processes.
• Maintain ownership of customer KPIs, service-level agreements, and operational scorecards.
• Monitor performance metrics such as on-time delivery, first-attempt delivery, scan compliance, route completion, dwell time, damages, claims, reschedules, inventory accuracy, and customer satisfaction.
• Identify performance gaps and implement corrective action plans with clear owners, timelines, and measurable results.
• Conduct regular site visits, operational audits, and performance reviews.
• Ensure each location follows standardized operating procedures and customer-specific requirements.
• Manage dock productivity, staffing, overtime, temporary labor, equipment, and other controllable operating expenses.
• Ensure the network has sufficient employee and independent-contractor capacity to support forecasted delivery volume.
• Partner with Routing, Scheduling, Customer Service, Carrier Recruiting, Safety, Human Resources, Finance, and other support departments.
• Manage customer escalations and provide timely communication, root-cause analysis, and corrective actions.
• Support new customer implementations, site startups, operational transitions, and peak-volume planning.
• Ensure supervisors, warehouse employees, and delivery teams are properly trained on systems, scanning requirements, customer SOPs, delivery standards, and safety procedures.
• Maintain safe, organized, and compliant dock operations across the network.
• Build leadership depth by developing supervisors and creating succession and backup plans for each location.
• Provide regular operational updates to senior leadership and customer stakeholders., Success in this position will be measured by:
• Consistent achievement of customer KPIs and contractual service requirements.
• Improved on-time delivery and first-attempt delivery performance.
• Strong scan compliance and inventory accuracy.
• Reduced dwell, reschedules, damages, claims, and customer escalations.
• Consistent dock, cross-dock, sortation, staging, and dispatch processes across the network.
• Improved labor productivity and control of operating expenses.
• Adequate employee and carrier capacity across the network.
• Strong supervisor performance, accountability, and leadership development.
• Safe, compliant, and organized operations at every location.
• Timely completion and sustained effectiveness of corrective action plans.

Travel and Work Environment

This position requires approximately 50% travel across the final-mile network. The role operates in office, warehouse, cross-dock, loading-dock, and delivery environments. The position may require early-morning, evening, weekend, and occasional on-call availability based on customer and operational needs.

• Minimum of 10 years of experience managing final-mile dock or terminal operations.
• Extensive experience with big-and-bulky products, e-commerce fulfillment, cross-dock operations, sortation and segregation, route loadout, and dispatch.
• Strong understanding of final-mile delivery operations, including white-glove, room-of-choice, assembly, and installation services.
• Experience managing multiple facilities or a geographically dispersed operational network.
• Proven experience managing supervisors, warehouse teams, independent contractors, and box-truck delivery capacity.
• Demonstrated experience owning customer KPIs, service-level agreements, operational scorecards, and corrective action plans.
• Strong knowledge of receiving, inventory control, scanning, routing, scheduling, dispatch, returns, claims, damages, and delivery exceptions.
• Experience managing labor productivity, overtime, carrier costs, route expenses, operating budgets, and site profitability.
• Ability to analyze operational data, identify root causes, and implement sustainable process improvements.
• Strong communication skills with the ability to work effectively with customers, frontline employees, site leaders, and senior management.
• Proficiency with Microsoft Excel, PowerPoint, WMS, TMS, routing systems, scanning applications, and performance-reporting tools.
• Bachelor’s degree in Supply Chain, Logistics, Operations Management, Business, Industrial Engineering, or a related field preferred. Equivalent industry experience may be considered.
• Valid driver’s license and ability to travel approximately 50%, including overnight travel.
• Must be available to support early-morning, evening, or weekend operations when required.

Preferred Qualifications

• Experience using Descartes for routing, delivery planning, or transportation management.
• Experience using DispatchTrack for route execution, delivery visibility, customer communication, and proof of delivery.
• Experience managing high-volume e-commerce and big-and-bulky final-mile networks.
• Experience managing pool-point operations, including inbound consolidation, sortation and segregation, cross-docking, store delivery routing, and outbound dispatch.
• Experience supporting independent-contractor and box-truck delivery models.
• Experience leading site startups, customer implementations, and operational recovery plans.
• Lean, Six Sigma, or continuous-improvement experience preferred.