Driver Operations Manager | Final Mile & White Glove Delivery

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Location: USA - Lancaster, Midpoint Dr

Division: Road
Job Posting Title: Manager, VAD Driver Operations
Time Type: Full Time

Summary

Know what it takes to lead high-performing final-mile operations and deliver a true white-glove customer experience at scale?

DSV is looking for a Manager, VAD Driver Operations to lead Value Added Delivery operations across multiple locations, with responsibility for service performance, client experience, operational execution, financial results, and workforce effectiveness .

This is a leadership role for someone who understands that successful white-glove delivery requires more than getting freight from point A to point B. You’ll lead and develop supervisors and operational teams responsible for specialized final-mile services where premium product handling, damage prevention, assembly and installation, professionalism, and customer experience are critical.

You’ll partner closely with clients, Account Management, carriers, third-party service providers, and internal teams to ensure customer-specific requirements are consistently executed, significant service issues are resolved, and operations continue to improve. You’ll also monitor KPIs and financial performance, manage costs, support P&L objectives, and identify opportunities to strengthen productivity, service quality, and profitability.

If you bring experience in final-mile, white-glove, specialized delivery, fleet, or transportation operations and are ready to lead teams and operations across multiple locations, this is an opportunity to make an impact in a growing and highly specialized part of our business.

Start Here. Go Anywhere.

Duties & Responsibilities

People Management

- Provide leadership and direction to supervisory and operational teams across assigned VAD operations, establishing clear expectations, priorities, and accountability.

- Lead, develop, and support supervisors responsible for drivers, helpers, technicians, warehouse personnel, and other operational staff.

- Ensure appropriate staffing, training, and development programs are in place to support operational requirements and white-glove service standards.

- Ensure teams are effectively trained on premium product handling, assembly and installation requirements, professional customer interaction, safety, customer-specific SOPs, and operational procedures.

- Monitor team and leadership performance, provide coaching and feedback, and ensure performance concerns are appropriately addressed.

- Support hiring, retention, employee engagement, succession planning, and leadership development to maintain high-performing operations.

- Foster a culture of safety, accountability, professionalism, collaboration, continuous improvement, and service excellence.

Client Relationship

- Develop and maintain strong client relationships and serve as a senior operational partner for assigned VAD business.

- Partner with Account Management to understand customer-specific SOPs, service expectations, performance requirements, and changing business needs.

- Ensure consistent execution of customer-specific requirements and white-glove service standards across assigned locations.

- Serve as an escalation point for significant delivery issues, property damage claims, customer complaints, service failures, and complex operational concerns that cannot be resolved at the supervisory level.

- Manage carrier and third-party service provider performance to ensure consistent, high-quality service delivery.

- Participate in client meetings and business reviews and partner with Sales and Account Management to support service improvements, client retention, and business growth.

Operational Excellence

- Provide oversight of VAD operations across assigned locations to ensure safe, efficient, consistent, and high-quality execution.

- Establish operational priorities and performance expectations while ensuring supervisory teams effectively manage daily workflow, staffing, scheduling, and service execution.

- Monitor key performance indicators, including on-time performance, productivity, damage rates, service failures, customer satisfaction, staffing, and utilization.

- Analyze operational reports, client feedback, delivery exceptions, and performance trends to identify risks, recurring issues, and opportunities for improvement.

- Drive performance toward established expectations for on-time delivery, damage prevention, premium product handling, assembly and installation quality, and customer experience.

- Evaluate significant service failures, damage incidents, and operational disruptions to identify root causes and ensure corrective actions are implemented.

- Identify opportunities to improve processes, productivity, consistency, resource utilization, and service quality across assigned locations.

- Ensure compliance with applicable DOT and FMCSA requirements, company policies, safety standards, customer requirements, and operational controls.

- Support new client implementations, operational changes, and other strategic initiatives requiring VAD operational expertise.

Finance

- Support development and achievement of operational budgets, forecasts, and financial objectives for assigned locations.

- Monitor revenue, labor, carrier and third-party costs, productivity, asset utilization, and other financial measures affecting operational performance.

- Manage costs and identify opportunities to improve efficiency and profitability while maintaining established safety, service, and quality standards.

- Analyze and report on operational and financial performance to ensure budget and performance objectives are achieved.

- Identify business opportunities and risks that may impact financial performance, operational capacity, client commitments, or business growth.

- Ensure compliance with applicable internal controls and established operational and financial KPIs.

Other Duties

- Perform other duties, responsibilities, and projects as required and assigned.

Qualifications & Experience

- 3 to 5 years of experience in logistics, transportation, final-mile delivery, fleet operations, or a related operational environment.

- Minimum of 3 years of supervisory or people leadership experience required.

- Experience within final-mile, white-glove, luxury delivery, specialized delivery, or Value Added Delivery operations strongly preferred.

- Strong knowledge of final-mile logistics, white-glove service standards, premium product handling, and customer-focused delivery operations.

- Experience managing carriers, third-party service providers, or other external operational partners.

- Demonstrated experience leading and developing teams, managing performance, and building high-performing operations.

- Experience resolving complex service failures, property damage concerns, customer complaints, and client escalations, with strong conflict-resolution skills.

- Strong background in transportation safety, DOT and FMCSA compliance, and customer-specific operational requirements.

- Experience with Transportation Management Systems (TMS), dispatch tools, or similar operational technology.

- Experience with budgets, cost management, financial performance, or P&L responsibilities preferred.

Skills & Competencies

- Strong leadership and people-management skills with the ability to develop supervisors, establish expectations, and drive accountability.

- Strong understanding of final-mile and white-glove delivery operations, including premium handling, assembly, installation, and customer service standards.

- Strong business and operational acumen with the ability to balance people, client, service, and financial priorities.

- Exceptional customer service and conflict-resolution skills with the ability to manage significant escalations with urgency, professionalism, and empathy.

- Strong analytical and problem-solving skills with the ability to evaluate operational and financial performance and identify opportunities for improvement.

- Strong understanding of transportation safety, DOT and FMCSA requirements, carrier management, and operational compliance.

- Excellent organizational, communication, and relationship-building skills with the ability to work effectively with employees, clients, carriers, third-party providers, and leadership.

- Ability to manage multiple locations, teams, client requirements, and operational priorities in a fast-paced environment.

- Strong continuous improvement mindset with the ability to drive initiatives and corrective actions through completion.

- Intermediate proficiency in Microsoft Excel and working knowledge of Microsoft Word and PowerPoint.

- Experience using Transportation Management Systems (TMS), dispatch systems, and other operational technology platforms.

Physical Demands

While performing the duties of this position, the employee is regularly required to use a computer, telephone, and other standard office and operational equipment and to communicate and exchange information verbally, in writing, and through electronic means. The role requires regular movement throughout office, warehouse, yard, and delivery environments to observe operations and support business needs. The employee may occasionally be required to stand, walk, bend, stoop, kneel, crouch, reach, or lift and move items weighing up to 25 pounds.

Work Environment

This position operates across professional office, warehouse, yard, and delivery environments and requires regular interaction with supervisors, employees, clients, carriers, third-party service providers, and other business stakeholders. The employee may be exposed to varying temperatures, outdoor weather conditions, moving vehicles and equipment, loading and unloading activities, and noise levels typical of transportation and final-mile delivery operations.

The role requires oversight of multiple locations and may require travel between assigned operations, client locations, delivery sites, or other business locations. Flexibility in working hours may be required to support significant operational issues, client escalations, or business needs.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position within the described physical demands and work environment.

For this position, the expected base pay range is $85K – $95K annually. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan
details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at [email protected] . If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV – Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

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