Field Operations Manager

Job Description

Job Description

The Field Operations Manager position will manage, train and oversee employees, confirm shift coverages and manage customer relations. This position will also be responsible for the oversight and resolution of client and driver complaints and concerns. Ensures employees are meeting performance expectations, company profitability and client satisfaction. Responsibilities

• Manages day-to-day operations activity and teams, and ensures the department is reaching goals set forth by leadership.
• Assists the Director of Operations with communicating and explaining new directives, policies, or procedures to teams.
• Assists Director of Operations with improving customer service and satisfaction through policy and procedural changes.
• Partners with operations team to solve and communicate driver and client issues.
• Escalates client and driver issues as necessary to the Director of Operations.
• Proactively manages dispatch boards to ensure that all accounts are scanning at a 98% clip or greater.
• Monitors the overall daily / monthly on time performance (OTP) of routes, stats and will calls and ensures the OTP runs at 95% or greater.
• Has complete knowledge of accounts, job responsibilities and routes / locations that they monitor.
• Oversees employee timecards daily and weekly for accuracy and helps create start / end times and start / end locations with the Director of Operations.
• Recruits, interviews, hires, coaches, counsels, disciplines and terminates employees when necessary.
• Notifies HR of any employee issues.
• Reviews, validates and sends client status reports proactively per client expectations.
• Coordinates team schedule / support to ensure appropriate coverage for client activity.
• Communicate driver compliance, training and reinforce performance standards.
• Identify areas of driver shortages, overloaded drivers, TSA drivers, optimizations, etc to the Director of Operations.
• Builds and maintains a positive work environment where team members and their contributions are recognized and valued. Maintain frequent communication with all team members.
• May cover runs if no other drivers / vehicles are available.

Required Skills

Physical Standard :

Must be able to walk, bend, reach, and lift, if necessary 25 pounds or more. The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This is a high-energy, multi-faceted position requiring personal initiative, flexibility, and some routine travel.