Operations and Dispatch Manager (Van Line and Local Experience Required)

Key Responsibilities

• Plan, schedule, and dispatch daily local moves, long-distance van line shipments, packing crews, and delivery/pickup runs
• Optimize crew assignments, truck utilization, and routing to maximize efficiency and minimize overtime
• Coordinate van line shipments with the booking van line (e.g., Allied, North American, United, Atlas, Mayflower) - managing registrations, hauling assignments, SIT (storage-in-transit), and interline deliveries
• Maintain real-time job progress, proactively adjusting plans when jobs run long, crews are delayed, or equipment issues arise
• Achieve accurate job documentation: bills of lading, inventories, weight tickets, trip sheets, time records, and customer signatures
• Manage driver check-ins/check-outs, trip paperwork review, and settlement processes for owner-operators and company drivers
• Serve as the primary operational liaison with the van line corporate office, agents, and other network agents
• Manage outbound and inbound interstate shipments, including hauling, origin/destination services, and third-party coordination
• Oversee compliance with van line tariffs, service standards, and performance metrics (on-time pickup/delivery, claims ratio, survey scores)
• Coordinate COD, National Account, GSA/military, and corporate relocation shipments per client-specific requirements
• Work with Project Coordinators and booking agents to ensure accurate job setup, pricing, and service delivery
• Manage local moving operations, including residential, small commercial, and specialty moves
• Ensure compliance with Massachusetts DPU (Department of Public Utilities) regulations governing intrastate household goods moves, including tariff adherence, required documentation, and consumer protection requirements
• Build and manage local crew rosters, including full-time movers, seasonal staff, and temporary labor as needed
• Oversee local estimating support, job costing, and crew productivity benchmarks
• Supervise dispatchers, drivers, crew leads, packers, helpers, and warehouse staff based in Clinton
• Recruit, hire, onboard, and train operational staff; manage performance reviews, coaching, and corrective action
• Plan staffing levels for peak season (May-September) and manage labor ramp-up/ramp-down
• Foster a safety-first, team-oriented culture with clear accountability
• Conduct daily huddles and weekly operations meetings to align the team on priorities and performance
• Oversee the tractor, straight truck, trailer, and van fleet - including DOT compliance, preventive maintenance, inspections, and repairs
• Manage equipment assignments and ensure trucks are road-ready, clean, and properly stocked (pads, dollies, straps, materials)
• Partner with the warehouse supervisor on SIT, permanent storage, receiving, loading/unloading, and inventory accuracy
• Manage operational supplies, packing material inventory, and equipment purchases within budget
• Ensure full compliance with DOT, FMCSA, Massachusetts DPU, and OSHA regulations
• Manage driver qualification files, hours-of-service (HOS/ELD) compliance, drug & alcohol testing programs, and CDL requirements
• Lead safety training programs, tailgate talks, and incident investigations
• Minimize cargo claims, accidents, and workers' compensation incidents through proactive coaching and process discipline
• Partner with HR and the safety team on incident reporting, root cause analysis, and corrective action
• Manage operations to meet or exceed revenue, margin, labor cost, and productivity targets
• Control operational expenses: labor, fuel, maintenance, subhaul, temp labor, and materials
• Analyze operational KPIs - on-time performance, revenue per crew hour, claims ratio, customer survey scores, utilization - and drive continuous improvement
• Prepare operational reports for the General Manager and ownership
• Partner with Project Coordinators, sales, and the claims team to ensure a seamless customer experience
• Resolve escalated operational issues quickly and professionally
• Personally engage on high-profile, VIP, or complex shipments when needed
• Drive customer satisfaction scores and reduce claims through crew training, proper equipment, and disciplined processes

Required Qualifications

• 5+ years of progressive operations/dispatch experience in the moving and storage industry, with demonstrated experience in both van line (interstate) and local moving operations - this dual experience is essential
• Working knowledge of van line systems, tariffs, and agent networks (Allied/NAVL/SIRVA, United/Mayflower, Atlas, Wheaton, etc.)
• Working knowledge of Massachusetts DPU regulations and New England local moving market
• Strong understanding of DOT/FMCSA regulations, HOS/ELD compliance, and driver qualification requirements
• Prior proven leadership experience managing dispatchers, drivers, and crews (15+ direct/indirect reports)
• Proficiency with move management and dispatch software (MoversSuite, CompuMove, MoveHQ, or equivalent)
• Strong analytical skills with the ability to manage to KPIs and budgets
• Excellent communication, problem-solving, and decision-making skills in a fast-paced environment
• Ability to work on-site in Clinton, MA, with flexibility during peak season (extended hours, occasional weekends)
• Valid driver's license; CDL a plus but not required

Preferred Qualifications

• Experience with corporate relocation, national accounts, and/or GSA/military (DP3) shipments
• Experience managing warehouse and SIT operations
• Bilingual (English/Spanish or English/Portuguese) a plus given the local labor market
• Certified Moving Consultant (CMC) or similar industry credentials