Associate Business Operations Manager

Job Description:

ASSOCIATE OPERATIONS MANAGER

Department: Operations

Reports To: Vice President of Operations Classification: Exempt or Non-Exempt, as determined by Company

Location: Orlando, FL

POSITION SUMMARY

The Associate Operations Manager supports the Operations Team in the coordination and management of the Company's distribution and final-mile logistics operations in the Orlando market. The position serves as a key operational resource working with customers, drivers, Operations, Finance, Compliance, Sales, and management to maintain service quality, operational continuity, and customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support the VP of Operations with daily operational coordination, projects, reporting, follow-up, communications, and implementation of operational initiatives.
• Oversee daily operations of Spoke Logistics Independent Contractor drivers at customer location including daily loading and launch of drivers.
• Serve as a liaison among customers, drivers, Operations, and other departments to ensure operational success and a positive relationship between all parties.
• Communicate customer-specific requirements, delivery instructions, schedules, special handling procedures, service expectations, route changes, and other operational information to drivers and Operations.
• Assist customers, drivers, and Operations Team with operational questions, service requests, delivery issues, complaints, escalations, and other exceptions; coordinate appropriate follow-up through resolution.
• Provide driver orientation and guidance, including scheduling, coordination, orientation materials, onboarding support, and follow-up to ensure required requirements and procedures are understood and completed.
• Provide field support to drivers and Operations, including assistance with new routes, customer locations, service issues, equipment or vehicle needs, operational changes, and other on-site requirements.
• Monitor operational and customer-service performance KPIs, including on-time performance, completion rates, service exceptions, POD compliance, claims, complaints, and other applicable KPIs.
• Prepare and maintain operational reports, customer reports, records, procedures, documentation, and other information required by management or customers.
• Identify recurring service or operational issues and communicate trends, corrective actions, and improvement opportunities to management.
• Coordinate with Finance regarding billing questions, service discrepancies, accessorial charges, deductions, vehicle rental expenses, and other account-related matters.
• Support Compliance, Sales, Account Management, and Operations with audits, documentation, customer requirements, new-account implementation, process improvements, and special projects.
• Maintain confidentiality of customer, employee, financial, operational, and other sensitive information.
• Support driver recruiting activities, including candidate communication, interview scheduling, recruiting coordination, onboarding preparation, and follow-up with applicants and Operations as needed.
• Assist with implementation of new customers, routes, locations, services, programs, and changes to existing customer requirements.

AUTHORITY & RESPONSIBILITY

The Associate Operations Manager coordinates and supports operational activities but does not independently modify contracts or pricing, commit the Company to additional services or expenditures, hire, terminate, or discipline employees or drivers, alter controlled procedures, or otherwise bind the Company unless specifically authorized.

PERFORMANCE EXPECTATIONS

Demonstrates strong organization, communication, responsiveness, customer service, problem-solving, judgment, and follow-through; proactively identifies and communicates

issues; maintains accurate documentation; and ensures assigned operational, vehicle, orientation, recruiting, field-support, and customer matters are appropriately coordinated through resolution.

DISCLAIMER

This job description describes the general nature and level of work expected and is not exhaustive. The Company may modify, assign, or reassign duties and responsibilities as business needs require. Nothing in this job description creates a contract of employment or alters the at-will employment relationship where applicable.

Equal Employment Opportunity

Spoke Logistics, LLC. is an Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected by applicable law.

Reasonable accommodations are available for qualified individuals with disabilities during the application process and in performing essential job functions, as required by law.

Job Requirements

QUALIFICATIONS

• High school diploma or equivalent required; relevant college education or logistics experience preferred.
• Experience in courier, final-mile delivery, transportation, logistics, account management, customer service, recruiting, orientation, or operations preferred.
• Strong written and verbal communication, organization, and problem-solving skills.
• Ability to manage multiple priorities and work effectively with customers, drivers, management, candidates, and internal departments.
• Proficiency with Microsoft Office and logistics, TMS, GPS/telematics, recruiting, or similar systems preferred.
• Ability to travel to customer locations, operational sites, and field locations as required.

KEY COMPETENCIES

Operations Management • Customer Service •Customer & Driver Communication • Driver Orientation & Guidance • Field Support • Driver Recruiting Support • Customer Service • Problem Solving • KPI Monitoring • Reporting • Organization • Follow-Through • Accountability • Confidentiality • Professional Judgment

PHYSICAL & WORK ENVIRONMENT

May require lifting up to 50 lbs, prolonged standing or sitting and computer use, frequent telephone and electronic communication, and occasional travel to customer locations, Company facilities, or operational sites. Reasonable accommodations will be provided as required by applicable law.

Wage Range: 45000.00 - 50000.00 per year

General Description of Benefits: Medical/Dental/Vision Insurance available