Overwatch Supervisor

About United Road

United Road is the largest finished vehicle logistics company in North America. We move new and used vehicles for OEMs, dealerships, auctions, and fleet operators across the continent. We do it through company drivers, owner-operators, and thousands of third-party carriers in our Haully network.

Our pillars are simple: Expertise, Partnership, and being Ever-Present for our customers and carriers. This role lives the Partnership pillar every day.

Overwatch Supervisor

Overwatch is United Roads centralized operations and risk monitoring team, providing real-time visibility, proactive exception management, and escalation support across our transportation network.

About the Role

The Overwatch Supervisor leads the Overwatch team and is the go-to for the questions, exceptions, and escalations that come up all day. Your job is to keep the team unblocked, supported, and set up to win.

This is a service-first leadership seat. When a vehicle is running behind, sitting too long, or off plan, your team knows it first, fixes what can be fixed, and tells the right people before they have to ask. You make sure that happens on every order, and you step into the harder carrier and customer situations yourself.

Why Youll Like It Here

- A supportive team that celebrates wins and has each others backs

- Real ownership: you lead the team and shape how we keep customers and stakeholders informed

- A clear path into Site Manager and Sales Operations Manager leadership

- You spend your day solving problems and helping people, not chasing busywork

Responsibilities

Team Leadership

- Serve as the first point of contact for the Overwatch team on day-to-day questions, order issues, and escalations

- Conduct regular one-on-ones with each team member to coach, set goals, remove blockers, and support their growth

- Review scorecards with each team member so no one is surprised by what is on them, and work one development goal at a time

- Coach the team on process, systems, and stakeholder communication, and share what good looks like

- Give and take feedback in the moment; the standard is set every shift, not once a quarter

- Build a positive team culture that keeps great people here and makes new hires excited to join

- Other duties as assigned by the department manager or senior management

Overwatch & Status Management

- Monitor open orders across the team throughout the day to confirm accurate pickup and delivery against customer performance standards

- Prioritize and reassign work to keep coverage and status quality consistent, including during rotations and absences

- Make sure every active orders status is current and accurate in the TMS before end of shift — the system is the truth other people act on

- Make sure at-risk deliveries are flagged the moment they are known, never after the miss

- Handle complex or high-touch exceptions directly, and resolve problems the team cannot close on their own

- Protect revenue by keeping units moving and reducing dwell

- Look for ways to improve workflows and reduce repeat issues that slow the team down

Carrier & Stakeholder Communication

- Hold the team accountable for proactive status communication: updates, ETAs, and exceptions pushed to account managers and site teams before they have to ask

- Partner with operations, account managers, site teams, OEM, and carrier contacts to keep customers updated on vehicle status and resolve delivery issues

- Serve as the escalation point for professional car haulers and carriers, and keep every interaction fast, straight, and professional

- Set the tone on every interaction: courtesy under pressure is a job requirement

Schedule & Coverage

- Work a flexible schedule based on business needs

- Support the teams published coverage rotation, including the 10:00 AM to 7:00 PM shift and weekend coverage

Key Performance Indicators

Targets are set against a 30-day baseline and reviewed quarterly. Track and share these team metrics:

- On-time pickup and delivery %

- Status timeliness and status accuracy

- Proactive notification rate — exceptions communicated before anyone has to ask

- Carrier and internal stakeholder response time

- Exception resolution time

- Coverage reliability — rotation shifts worked as scheduled

Career Path

From this seat: Site Manager, then Sales Operations Manager.

What We Are Looking For

- A leader people turn to when they need an answer, with a real drive to help others succeed.

- A closer, not a hand-off artist. You chase problems until they are resolved and expect the same of your team.

- A relationship builder with carriers, account managers, and site teams who trust what you tell them.

- Calm under pressure, courteous under pressure, and honest when the news is bad.

Skills Required

- People skills to coach, support, and motivate a team, and to run effective one-on-ones

- Excellent service orientation and resolution skills

- Effective listening and strong written and verbal communication across all levels of the organization

- Highly organized and detail oriented; able to prioritize a live queue of orders and escalations

- Solid Excel skills, including sorting and filtering large order lists, building and reading reports, and using basic formulas and pivot tables

- Intermediate proficiency in Microsoft Word and Outlook; able to learn our TMS and internal systems quickly

Qualifications

- College degree, or equivalent experience, with 1 to 2 years in logistics, dispatch, customer service, or a team-lead role

- Preference given to trucking, transportation, or finished vehicle logistics experience

- FMCSA and DOT awareness; Elog experience is a plus

- A track record of helping peers and handling escalated situations with care

- Ability to work a flexible schedule based on business needs

Location

On-site – Plymouth, MI (this is not a hybrid role)

United Road is proud to offer our full-time employees best-in-class benefits designed to support your health, well-being, and financial security. From comprehensive medical, dental, and vision coverage to generous retirement savings options and paid time off, we provide a benefits package that goes beyond the basics. We also offer unique perks like a zero-dollar-out-of-paycheck medical plan, telehealth, wellness discounts, and employee assistance resources, ensuring that our team is fully supported both at work and in life. These benefits reflect our commitment to attracting and retaining top talent while helping employees thrive every day.

Health & Wellness

- BCBS PPO Medical with Telehealth

- Delta Dental

- NVA Vision

- Company Paid Life and AD&D

- Supplemental Life

- Dependent Life

- Short-Term Disability

- Employee Assistance Program (EAP)

- New Vehicle Supplier Discounts

Financial Benefits

- 401(k) with Company Match

Work-Life Balance

- PTO Program (Vacation, Sick, Personal, Jury, Bereavement)

- 6 Paid Holidays