Final Mile Delivery Operations Manager

Description:

Apogee Delivery is seeking an Operations Manager to lead daily delivery and appliance installation operations for our Boston market, based in Bellingham, MA.

We are looking for an organized, dependable leader who takes ownership, communicates clearly, and keeps a busy operation running smoothly. You should be comfortable leading a team, coordinating with delivery carriers, resolving service issues, and holding people accountable for results.

You will work closely with local and regional leadership, dispatch staff, contracted delivery carriers, and client representatives to deliver safe, reliable service and a strong customer experience.

Key Responsibilities

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• Lead daily operations: Coordinate morning dispatch, delivery team readiness, route coverage, and daily execution through route completion and end-of-day follow-up.
• Manage and develop staff: Set clear expectations for dispatch and operations employees, provide coaching, address performance issues, and maintain accountability.
• Coordinate delivery carriers: Work with carrier owners and delivery teams to maintain dependable capacity, communicate service expectations, and address recurring performance concerns.
• Monitor route execution: Support dispatch throughout the day, identify delays and delivery exceptions, and coordinate timely solutions to keep service on track.
• Maintain client communication: Work with client representatives on daily operating needs, service concerns, capacity updates, and corrective actions.
• Improve service performance: Review customer satisfaction, delivery completion, on-time performance, productivity, and service failures. Identify trends and follow through on improvements.
• Support compliance: Partner with recruiting and compliance teams to ensure delivery personnel have the required approvals, credentials, and documentation before being assigned work.
• Reinforce safety and quality: Promote safe product handling, proper delivery and installation practices, professional conduct, and respect for customer property.
• Handle escalations and claims: Respond to delivery issues, customer concerns, and damage incidents. Ensure timely documentation and coordinate follow-up with the appropriate teams.
• Control operating costs: Monitor staffing, overtime, route coverage, and avoidable expenses while maintaining service standards.
• Maintain accurate records: Ensure route activity, delivery exceptions, staffing information, and operational reports are complete and accurate to support billing, payroll, and management review.
• Prepare for changing volume: Plan ahead for peak periods, staffing changes, and capacity needs, communicating potential gaps early.

Requirements:Required Qualifications

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• At least 3 years of experience in delivery, transportation, logistics, dispatch, distribution, or warehouse operations, including supervisory or management experience.
• Demonstrated ability to lead teams, set expectations, and address performance concerns professionally.
• Strong organizational skills and the ability to manage competing priorities in a busy operation.
• Sound judgment and practical problem-solving skills when dealing with delays, staffing gaps, customer concerns, or service issues.
• Clear written and verbal communication skills, including confidence working with clients and delivery partners.
• Ability to use operational reports and performance metrics to identify problems and improve results.
• Proficiency with spreadsheets, email, and dispatch or transportation management systems.
• Ability to work on-site in Bellingham, MA, with schedule flexibility to support operational needs.

Preferred Experience

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• Final mile delivery, appliance installation, or large-item home delivery.
• Experience supporting a major retail delivery account.
• Experience coordinating independent delivery carriers or contracted transportation providers.
• Experience improving customer satisfaction, reducing delivery failures, managing claims, and controlling operating costs.

Work Schedule

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This role requires an on-site presence in Bellingham and flexibility to support early morning dispatch, weekend coverage, and peak delivery periods based on business needs.

What Success Looks Like

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Success in this role means dependable route coverage, organized daily dispatch, responsive communication, strong customer service, and consistent follow-through. We are looking for someone who identifies issues early, takes responsibility for resolving them, and builds a team that delivers on its commitments.

Apogee Delivery is an equal opportunity employer.