Operations Manager

USPack is a leading logistics provider custom built for the evolving needs of businesses in today’s same-day delivery world. Our focus every day is to help brands and businesses win in the delivery economy by staying ahead of the latest trends and developments that impact our business and our customers.

About the role

The Operations Manager provides overall management and coordination of transportation services for an assigned group of customers. This position is responsible for identifying, transmitting, and satisfying customers’ needs by contracting and utilizing Independent Contractors as delivery drivers to transport products from clients’ locations to designated destinations.

Responsibilities

• Meet with clients frequently to build relationships and complete visit documentation.
• Review On-Time Delivery (OTD), piece scans, and location scans by account.
• Create, review, and resolve service issues using Delivery Incident Reports (DIRs).
• Complete customer reports and audits.
• Engage in Independent Contractor (IC) activities:
  • Meet with potential ICs to verify capabilities.
  • Discuss routes, stops, issues, client concerns, and scanning with ICs.
  • Orient ICs to client standards, Standard Operating Procedures (SOP), and enter into the system.
  • Monitor services to ensure ICs meet all contractual requirements (e.g., apparel, paperwork).
• Assist in troubleshooting eCMobile issues.
• Plan route coverage, route changes, and communicate with ICs.
• Ensure all services are performed in a timely manner.
• Manage gross margin:
  • Negotiate with ICs regarding contracted services and settlement.
  • Monitor gross margin by account to ensure it exceeds budgeted targets.
  • Complete driver pay activities (Special Order Requests (SORs), service type adjustments, manual adjustments).
• Perform other duties as assigned.

Requirements

• Experience with utilizing Independent Contractors, logistics/courier route management, route scheduling, and customer service.
• Excellent interpersonal skills for driver and customer interactions.
• Ability to communicate effectively verbally and in writing at all organizational levels.
• Independent judgment to plan, prioritize, and organize competing tasks or deadline-driven demands.
• Understanding of the independent contractor relationship.
• Ability to work from home with travel throughout the assigned area as required.
• Ability to work additional hours to address operational issues when necessary.
• Proficient in basic MS Office Programs (Outlook, Excel, and Word).
• Must maintain a valid driver’s license and a clean, functional vehicle.
• Ability to lift up to 50 pounds on occasion.

Qualifications

• College degree with some experience or a high school diploma with an equivalent combination of education and experience.
• Six Sigma Green Belt Certification preferred.

Benefits

Full-Time Positions:

• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays

Part-Time Positions:

• 401(K)
• Paid Sick Time

Schedule

• Shift Days: Monday–Friday
• Shift Hours: 6:00 AM – 3:00 PM (availability to work extra hours, weekends, and holidays preferred)
• Travel to customer locations required (50–75% to Englewood and Airmont)

Pay

$60,000 – $65,000 per year

About USPack

Our values are at the heart of everything we do. They guide our actions, interactions, and decisions:

• Driven by integrity: We prioritize honesty, transparency, and trust, holding ourselves to high ethical standards.
• Driven by a passion for service: We empower others to succeed, proactively solve problems, and go above and beyond.
• Driven by collaboration: We work toward common goals with clear communication and shared momentum.
• Driven by accountability: We take responsibility for our commitments to clients, the environment, and each other.
• Driven by innovation: We embrace change, push boundaries, and seek new solutions to achieve what’s never been done before.