Operation Control Center Assistant Manager

Oversee overnight transportation operations within the Operational Control Center, ensuring real-time shipment visibility, proactive issue resolution, and consistent communication with drivers and internal teams.

Responsibilities

• Apply expertise in transportation operations and shipment visibility to lead the overnight OCC team responsible for tracking and tracing all shipments.
• Lead efforts in real-time load monitoring and exception management to protect service levels and support on-time performance.
• Demonstrate proficiency in dispatch coordination and driver communication by overseeing incoming driver calls, providing guidance, and escalating issues as needed.
• Collaborate with dispatch, planning, fleet leadership, customer service, and operations teams to resolve overnight service issues and maintain clear communication.
• Utilize problem-solving and decision-making skills to address delays, breakdowns, service failures, and other time-sensitive operational disruptions.
• Continuously monitor and optimize OCC workflows, tracking updates, escalation protocols, and shift handoff processes for efficiency and accuracy.
• Supervise, coach, and support OCC Specialists to ensure adherence to SOPs, communication standards, compliance expectations, and performance goals.
• Document incidents, corrective actions, and overnight shift activity for accurate reporting and leadership handoff.
• Support compliance with company policies, DOT regulations, Hours of Service requirements, and safety standards.
• Identify process gaps and recommend improvements to OCC tools, technologies, workflows, and operational control processes.
• All other duties as assigned.

Requirements

• High school diploma or GED required.
• Associate or bachelor’s degree in business, Logistics, Supply Chain, Transportation, or a related field preferred.
• 3+ years of experience in transportation, logistics, dispatch, fleet operations, real-time operations, or a control center environment.
• Experience leading or supporting teams in a fast-paced operational environment.
• Strong decision-making, problem-solving, and communication skills.
• Ability to lead a team in an overnight environment, including weekends, holidays, and emergency coverage as needed.
• Proficiency with transportation management systems, telematics, tracking/tracing tools, and communication platforms.
• Knowledge of DOT and Hours of Service regulations required.
• Logistics, transportation, or supply chain certifications preferred.

Skills

Leadership Competencies

• People Leadership: Demonstrated ability to lead, support, and inspire overnight OCC team members in a fast-paced operating environment.
• Talent Development, Appraisal, and Feedback: Experience coaching team members, reinforcing SOPs, and supporting skill development through feedback and training.
• Hold Others Accountable: Proven ability to set clear expectations for communication, tracking accuracy, escalation practices, and shift performance.
• Effective Delegation: Skilled at assigning work, prioritizing issues, and empowering team members to resolve operational needs appropriately.
• Execution and Results: History of driving operational outcomes, including on-time performance, accurate updates, timely issue resolution, and complete handoffs.

Behavioral Competencies

• Sound Judgment: Consistently make well-informed decisions in time-sensitive transportation situations.
• Complex Problem Analysis: Ability to analyze delays, breakdowns, service failures, and other operational issues to determine effective solutions.
• Effective Communication: Excellent written and verbal communication skills that support clear driver communication, team coordination, and leadership reporting.
• Conflict Management: Proven ability to manage driver, customer, or internal escalations constructively and professionally.
• Motivational Skills: Ability to keep overnight team members focused, engaged, and accountable during high-pressure operating periods.

Technical/Functional Competencies

• Technical Proficiency: Proficiency with transportation management systems, telematics, tracking/tracing tools, and communication platforms: SAP, Samsara, Optym, Turvo, Excel.
• Financial Acumen / KPI / Sales-Driven Focus: Ability to monitor and support key operational performance indicators such as on-time performance, shipment update accuracy, issue resolution speed, and service reliability.
  • Financial Targets: Annual and quarterly cost control goals, cost per load benchmarks, and service failure cost thresholds.
  • KPI Thresholds: Specific performance expectations for on-time delivery %, update compliance %, exception resolution time, and network reliability.
  • Customer Scorecard Metrics: Customer-specific service metrics, penalty structures, and scorecard weighting that OCC performance directly influences.
  • Service Level Expectations: Defined SLAs for communication cadence, update timeliness, escalation response, and overnight coverage standards.
• Customer Satisfaction: Demonstrated commitment to protecting the customer experience through proactive shipment monitoring, timely communication, and effective exception management.
• Process Improvement: Proven ability to identify process gaps, streamline workflows, and recommend improvements to OCC operations.
• Strategic Thinking and Planning: Capability to support operational planning, overnight coverage needs, escalation readiness, and continuous improvement initiatives aligned with business objectives.

Preferred Skills

• Prior supervisory or lead experience.
• Experience in 24/7 operations, emergency response, or high-volume transportation environments.
• Advanced knowledge of DOT and Hours of Service regulations.
• Decision-making under pressure.
• Team coaching & development.
• Process compliance.
• Cross-functional collaboration.
• Driver support & interaction.
• Root cause analysis.
• Attention to detail.

Supervisory Responsibility

This role supervises and supports Logistics Clerks during overnight operations.

Work Environment

• Works within an Operational Control Center environment supporting overnight transportation operations.
• Requires frequent phone, system-based, and digital communication with drivers, dispatch, planning, fleet leadership, customer service, and operations teams.
• Requires strong collaboration, real-time decision-making, and the ability to remain focused and effective in a fast-paced overnight setting.
• In office located at our DC in Solon, OH.

Schedule

• Overnight shift leadership role in office full time.
• Monday–Friday, 10 PM–7 AM.
• Availability for weekends, holidays, and emergency coverage is required as business needs dictate.
• Expected travel: 15%.

Physical Requirements

• Able to sit, walk, stand, bend, kneel, reach, twist, push, pull, climb, balance, crouch, and move items weighing up to 50 lbs. without assistance.
• Ability to move throughout all areas of the assigned work location.
• Stand or sit continuously to perform job functions.

Pay

Starting annual salary of $81,000 - $100,000 (based on experience) plus bonus potential.