General Manager - Final Mile Delivery Operations

About the Role

Apogee Delivery is seeking an experienced, hands-on General Manager to lead our final-mile delivery operation in the Greater Albany, New York market. This is a visible, high-energy leadership role requiring full ownership of the location, strong relationship-building, team accountability, and a culture of operational excellence and customer service.

Responsibilities

• Full Location Leadership
  • Own the Albany location’s operational and financial performance.
  • Manage profit and loss, labor costs, operating expenses, productivity, and profitability.
  • Build and execute operating plans supporting service expectations and business goals.
  • Identify performance gaps and implement corrective actions.
  • Maintain a strong presence during critical operating periods, including morning load-out and peak delivery days.
• Carrier and Delivery-Team Performance
  • Lead daily performance of contracted motor carriers, drivers, helpers, dispatchers, and operational support personnel.
  • Ensure adequate qualified delivery teams for daily and seasonal volume.
  • Monitor delivery performance, completion rates, customer satisfaction, claims, damages, attendance, route execution, and service quality.
  • Coach underperforming carriers and teams through documented improvement plans.
  • Hold carriers accountable to Apogee, client, safety, compliance, and customer-service expectations.
• Client Relationship
  • Serve as Apogee Delivery’s primary operational leader and relationship owner for the Albany location.
  • Build a trusted, solutions-focused partnership with client leadership and local teams.
  • Communicate proactively regarding service levels, staffing, delivery challenges, risks, and corrective actions.
  • Participate in client meetings, performance reviews, and operational planning discussions.
  • Ensure client concerns are acknowledged, investigated, and resolved with urgency.
• Employee Leadership and Development
  • Lead, coach, and develop the location’s dispatch and operational leadership team.
  • Set clear expectations and provide frequent, direct, and constructive feedback.
  • Create an environment where employees understand responsibilities and are held accountable.
  • Build leadership depth by identifying and developing future supervisors and managers.
  • Address performance concerns consistently and professionally with HR partnership.
  • Promote a positive, disciplined, and results-oriented workplace culture.
• Safety, Compliance, and Risk Management
  • Ensure all employees, carriers, drivers, and helpers meet company and client qualification requirements.
  • Maintain compliance with background checks, motor vehicle records, drug screening, insurance, identification, training, and documentation.
  • Prevent unqualified or unauthorized personnel from participating in delivery operations.
  • Enforce safety procedures, equipment standards, customer-property protection, and delivery protocols.
  • Investigate incidents, claims, customer complaints, injuries, and compliance concerns promptly.
  • Partner with Apogee’s Risk, Compliance, HR, and Operations teams to reduce exposure and strengthen controls.
• Performance and Continuous Improvement
  • Track and improve key performance indicators, including:
    • Customer satisfaction and five-star ratings
    • Delivery completion rate
    • On-time performance
    • Claims and damage frequency
    • Customer issue rate
    • Route and labor productivity
    • Carrier attendance and reliability
    • Safety and compliance performance
    • Location profitability
  • Lead regular performance reviews with employees and contracted carriers.
  • Use reporting and operational data to identify trends, root causes, and improvement opportunities.
  • Develop action plans with measurable owners, deadlines, and expected outcomes.
  • Ensure improvement initiatives are followed through to completion.

Requirements

• Three or more years of leadership experience in final-mile delivery, logistics, transportation, warehousing, retail operations, or a similar service-based environment.
• Previous experience managing a location, terminal, distribution operation, or field-based team.
• Demonstrated experience managing financial performance, budgets, operating costs, or a location-level P&L.
• Strong ability to lead both employees and independent contracted service providers.
• Proven success managing client relationships in a high-expectation environment.
• Ability to make decisions quickly, communicate clearly, and remain composed under pressure.
• Strong coaching, accountability, conflict-resolution, and problem-solving skills.
• Comfort working with performance reports, spreadsheets, scorecards, and operational systems.
• Working knowledge of safety, employment, transportation, and contractor-compliance expectations.
• Ability to work a flexible schedule based on operational needs, including early mornings, weekends, holidays, and peak-volume periods.

Qualities of the Ideal Candidate

• Visible and engaged in the operation.
• Competitive and motivated by measurable results.
• Comfortable having difficult but necessary performance conversations.
• Capable of building relationships without sacrificing accountability.
• Organized, responsive, and disciplined with follow-through.
• Focused on developing people rather than simply directing tasks.
• Able to balance the needs of the client, customers, carriers, employees, and the business.
• Ready to take ownership rather than wait for direction.

Why Join Apogee Delivery?

At Apogee Delivery, leaders directly influence the success of their operation. You will be trusted to lead the Albany market, strengthen a major client partnership, build a high-performing team, and create measurable improvements in both service and profitability. We seek a leader who wants responsibility, welcomes accountability, and takes pride in building an operation that performs at a high level every day.