Director of Operations Excellence

Job description

Title: Director of Field Operations
Reports To: President and CEO

Directly Supervises and have Daily Interface with:

• Reservations / Dispatch Team led by -
• Chauffeur and CDL Driver Staff- led by DOT / Safety Manager (position in development)
• Fleet Detailing and Preparation- full time and weekend staff (directly supervised)

Job Overview

The Operations Director is responsible for all internal and field operations functions of the business with the primary goal of ensuring the company maintains top level status as a premium provider of chauffeured transportation. As evidenced by the proper execution of trip assignments, performed on-time and to the standard of excellence the company has become known for. Position the business for continued growth by managing existing staff, adding team members where needed, monitoring critical financial and operational metrics continuously and utilizing technology to maximum capability to improve efficiencies. The company has an internal goal of doubling revenue within a 3-to-5-year period, the Director of Operations must manage growth, improve capability, and maximize efficiencies of both field staff and vehicles.

Major Responsibilities and Functions

• Continuous Management and Supervise the Dispatch System and Personnel

Goal- Flawless On-time trip performance.

• Monitor FastTrack Reservation System and verify the daily trip assignments have been efficiently assigned to guarantee on-time performance.
• Verify that drivers are being assigned properly to avoid excess overtime, maintain equitable assignments without favoritism and the right credentialed drivers area assigned proper trips. All CDL and medical card drivers should be assigned as a priority.
• Verify that all trips are assigned properly in terms of standard chauffeurs, medical card requirements and CDL assignments.
• Look ahead to future days and weeks to pre-assign drivers, forecast vehicles, drivers, and local provider needs. This is to assure no shortages of vehicles and drivers. If necessary query local independent operators and affiliates as to availability.
• Learn how to dispatch all drivers and vehicles and manage all daily assignments as a line dispatcher. Including assigning, tracking, and updating the dispatch system. In order to supervise the staff on a day-to-day basis the OD needs to grasp this front-line role and also be prepared to handle the entire dispatch process in case of an emergency. Develop a catastrophe contingency plan for this department.
• Continuously Monitor and Manage the Samsara Tracking and Reporting System

Goal- Measure operational performance, efficiency of drivers and vehicles.

• Monitor Samsara for Driver Alerts and address any substandard driving behavior and performance issues with drivers and develop safety and performance scores for proper operational criteria.
• Monitor Samsara for Vehicle Alerts and proactively manage the system and ensure proper vehicle maintenance and repairs.
• Determine best practices for driver performance based on the analytics of Samsara
• Continuously Manage, Supervise and Oversee DOT Compliance and Regulations

Goal-Maintain 100% compliance to assure no violations and clean inspections.

• Continuously interact with the Driver and DOT Compliance Manager
• verify and ensure accurate driver hours are recorded and maintained.
• Verify and ensure fleet maintenance is recorded and performed.
• Maintain all vehicle DOT and DPU files.
• Update all annual inspections and ensure stickers are updated.
• Maintain accurate DOT driver and vehicle files
• Supervise In-House Staff, I.O’s and local providers and recruit on an ongoing basis.

Goal- Ensure peak performance of entire field team.

• Address any chauffeur or CDL performance issues using a verbal then written warning system as prescribed by human resources and company owner.
• Verify that all chauffeurs and CDL drivers have submitted schedules on time bi-weekly following our internal process to the letter.
• Ensure all chauffeurs and CDL drivers understand and are using all three operational smart phone apps- FastTrack Driver App, Samsara, and I-Solve Employee App.
• Field Spot checks in-house chauffeur and CDL staff as well as local independent operators and providers.
• Recruit and assist in the training of new Chauffeurs and CDL Drivers, and Independent Operators to facilitate continued growth assuring that no in-house vehicles are idle and unused because of driver shortages.
• Regularly solicit new Independent Operators and Local Providers to augment in-house staff, specifically in outlying areas.
• Manage and Adress any Quality Assurance Issues

Goal- Minimize repeat incidents, solve any client dis-satisfaction problems

• Review any and all daily incident reports in FastTrack and address any operational issues or trip performance issues. Research the facts on the incident, review phone calls to determine what occurred and document everything that happened. Consult with the CEO on resolution of the specific issue. Be mindful and watch for any service failure patterns and take corrective action.
• Contact clients and affiliates when necessary after consulting with the CEO on appropriate resolutions.
• Fleet Preventative Management and Repair Oversight

Goal- Ensure all vehicles are maintained and repaired and at the ready

• Organize and manage vehicle maintenance files for all fleet vehicles.
• Set-up a maintenance calendar and schedule for each vehicle.
• Investigate vendors and processes to manage the fleet in the most cost-effective manner while ensuring vehicles are ready for trip assignments.
• Regularly inspect all vehicles for damage and address any driver neglect or misuse.
• Follow a standard protocol of obtaining 2 to 3 quotes on major vehicle repairs.
• Implement written and video tutorials on the features and protocols of each vehicle
• Facility Management
• Interface with any vendors we use to maintain the facility.
• Make sure the entire facility is kept immaculately clean.
• Make sure all mechanical components and machinery are in working condition.
• Create a facility file to ensure all building systems are maintained.
• Verify that all cleaning and customer experience supplies are in stock.
• Master use of security systems and manage them for effectiveness. Assure all codes are updated and routinely review video of activities.
• Vendor Relations, Spending and Budget Management
• Review and manage the 2024 company budget and ensure all costs of goods and overhead expenses are as low as possible, specifically manage driver overtime with the dispatch staff and all variable costs needed to perform trips.
• Manage vendor relationships and investigate lower cost alternatives.

Existing Technology Mastery

• FastTrack
• Samsara
• I-Solve System, onboarding, governmental forms, background checks
• I-Solve Employee App.
• Text Request Platform
• Slack Communication
• Google Suite & Microsoft

Process Documentation

The Director of Operations should make every effort to create a written Operations Manual documenting all internal and field operational processes. Create daily, weekly, and monthly objectives including standard operating procedures briefs and checklists.

Additional Tasks as needed and requested by the President/CEO

• Daily Operational Agenda / Tasks
• Weekend Operational Agenda / Tasks
• Weekly Operational Agenda / Tasks
• Monthly Operational Agenda / Tasks

Qualifications
- Management experience in operations
- Strategic planning skills to drive business objectives
- Strong senior leadership capabilities to lead teams effectively
- Proficient in negotiation and business development
- Demonstrated project management and process improvement expertise
- Experience in operations management and leadership roles

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Weekends as needed

Application Question(s):

• Do you live within 20 miles of Peabody, Ma?

Experience:

• Management: 10 years (Preferred)

Work Location: In person

Salary : $70,000 - $80,000