About this role
Position Summary
The Operations Manager oversees the daily operations of a Final Mile White Glove delivery facility, including workforce management, operational efficiency, in-home service quality, and financial performance. This role is responsible for ensuring a premium, damage-free white glove delivery and installation experience for every customer, optimizing operational processes, supporting business growth, and maintaining compliance with company and safety standards.
Key Responsibilities
Operational Management
- Oversee daily facility operations to ensure efficiency and a consistent white glove service standards.
- Establish and maintain exemplary in-home delivery, assembly, and installation service levels within the operation.
- Optimize facility operations, including floor layout, route staging, white glove capacity utilization, and scanning processes.
- Manage dispatching duties and responsibilities to maximize routing efficiency, on-time delivery and white glove capacity performance.
- Ensure white glove crews consistently perform in-home delivery, unpacking, placement, hookup and debris removal to company quality standards.
- Manage product and packing damage to mitigate product and property claims through proper inspection, handling and photo documentation procedures.
- Assess inbound volume and forecasts to adjust staffing and capacity levels daily, weekly and seasonally.
- Ensure timely completion of operational reporting requirements and weekly customer reviews.
- Collaborate with regional peers and provide remote support on a as needed basis
- Recruit, screen background/drug verification of existing and new capacity
Financial Management
- Manage daily, monthly, and quarterly operational expenditures, including damage/claims costs, in accordance with budget and P&L objectives.
- Ensure the current business model is managed and optimized to remain competitive within the marketplace by customer application.
Workforce Management
- Manage warehouse operational staff, including outbound and inbound process, to ensure product handling, and validate inventory levels.
- Follow staffing processes related to onboarding, offboarding, and performance management.
- Schedule and conduct regular meetings with warehouse staff, carriers, and customers.
Customer Service & Account Management
- Maintain responsibility for the existing accounts of the facility.
- Communicate proactively with customers to ensure delivery appointment windows, in-home expectations, and service needs are met and exceeded.
- Demonstrate strong account management practices to support customer retention and growth.
- Monitor customer satisfaction scores (KPI/Customer Surveys) related to the white glove delivery experience and drive corrective action plans as needed.
- Resolve escalated delivery, damage, and installation issues promptly to protect the customer experience and brand reputation.
Compliance & Operational Excellence
- Complete regular driver & warehouse staff stand up dock talks
- Ensure adherence to company policies, procedures, and operational standards.
- Promote a culture of accountability, safety, and continuous improvement.
- Perform other incidental and related duties as required.
Qualifications
Education
- High School Diploma or equivalent required.
- Associate's Degree preferred.
Experience
- 3+ years of distribution, final mile, and/or logistics experience required.
- Experience managing white glove, big & bulky, or in-home delivery and installation operations (e.g., furniture, audio visual, appliances) strongly preferred.
- Experience with transactional or dedicated transportation models preferred.
- Demonstrated account management experience.
- Strong communication, leadership, and organizational skills.
Working Conditions
- Fast-paced warehouse and final mile delivery environment.
- Requires normal (corrected) vision and hearing.
- Frequent keyboarding and office equipment use.
- Occasional lifting/moving up to 50 pounds
- Consistent presence on the warehouse floor onsite
- Regular local travel from facility completing driver route ride behinds.