Transportation Operations Manager

Position Summary

The Pickup and Delivery (P&D) Manager is responsible for leading all local pickup and delivery operations to ensure safe, efficient, and cost-effective transportation services. This role oversees drivers, dispatch activities, route planning, customer service performance, regulatory compliance, fleet utilization, and operational productivity. The P&D Manager is accountable for achieving service levels, managing labor costs, maintaining safety standards, and driving continuous improvement initiatives.

Key Responsibilities

Operational Management

• Oversee daily pickup and delivery, warehouse, dock, and yard operations across all shifts.
• Ensure appropriate labor deployment and operational coverage based on workload and volume.
• Manage routing, dispatch, shipment flow, dock activity, staging, loading, unloading, and yard movements.
• Maintain effective control of freight flow, dwell, congestion, and dock capacity.
• Ensure the warehouse and yard remain safe, secure, clean, organized, and operationally disciplined.
• Proactively identify and resolve operational bottlenecks and service disruptions.
• Lead operational planning for peak periods, volume changes, and customer requirements.
• Ensure effective handoff and communication between shifts.

Leadership and People Management

• Lead dispatch and warehouse supervisory teams.
• Recruit, train, coach, and develop employees.
• Manage employee performance, attendance, productivity, conduct, and accountability.
• Establish clear operational expectations and ensure supervisors maintain appropriate floor presence and control of their respective shifts.
• Foster a culture of ownership, safety, urgency, and continuous improvement.

Safety, Security and Compliance

• Maintain overall responsibility for operational safety within the warehouse, yard, and P&D operation.
• Ensure compliance with transportation regulations, company policies, safe work procedures, and facility security requirements.
• Ensure equipment, dock, yard, and warehouse activities are conducted safely.
• Investigate accidents, injuries, service failures, damages, and vehicle incidents and implement corrective actions.
• Maintain appropriate standards for facility cleanliness, housekeeping, freight storage, and organization.

Customer Service

• Maintain high levels of customer satisfaction and service performance.
• Resolve escalated service concerns and customer complaints.
• Build and maintain strong relationships with internal and external stakeholders.
• Collaborate with customers to identify and implement service improvements.

Financial and Operational Performance

• Manage labor, overtime, and transportation costs within budget targets.
• Monitor operational KPIs and identify opportunities for improvement.
• Analyze trends related to productivity, service failures, and customer performance metrics.
• Drive initiatives focused on improving efficiency, service quality, and profitability.

Fleet and Equipment Management

• Partner with fleet maintenance teams to ensure vehicle availability and reliability.
• Monitor vehicle utilization and productivity.
• Ensure proper use and care of company vehicles and equipment.
• Support preventive maintenance scheduling and compliance requirements.

Key Performance Indicators (KPIs)

• On-time pickup performance
• On-time delivery performance
• Customer satisfaction
• Cost per stop/delivery
• Labor and overtime management
• Safety performance and incident rates
• Route efficiency
• Driver productivity
• Claims and service failures

Qualifications

• Post-secondary education in Transportation, Logistics, Supply Chain Management, Business, or a related field preferred.
• Minimum 5 years of transportation, logistics, courier, LTL, or delivery operations experience.
• Minimum 3 years of leadership experience in a supervisory or management capacity.
• Experience managing unionized environments is considered an asset.
• Strong understanding of transportation regulations and safety requirements.
• Proficiency in transportation management systems (TMS), dispatch software, and Microsoft Office applications.

Competencies

• Leadership and team development
• Operational planning and execution
• Workforce management
• Customer focus
• Financial acumen
• Problem-solving and decision-making
• Conflict resolution
• Continuous improvement mindset
• Communication and relationship management

Working Conditions

• Fast-paced transportation and logistics environment.
• Availability to support day, afternoon, weekend, and holiday operations as required.
• Regular interaction with drivers, dispatch teams, customers, and operational leadership.
• May require occasional travel between terminals, customer locations, and operating facilities.