Operations Specialist - Seattle, WA

Position Summary

The Operations Specialist — Final Mile Delivery is a market‑based role responsible for supporting the day‑to‑day execution of big and bulky home delivery and installation operations. This position works directly alongside the market manager to ensure routes are staffed, drivers and crews are supported, customers are proactively communicated with, and delivery performance is accurately tracked and audited. It is a hands‑on, in‑market role requiring a regular on‑site presence, operational coverage when the manager is unavailable, and stepping in during periods of elevated volume to maintain service levels. The ideal candidate is operationally minded, detail‑oriented, and comfortable working in a dynamic, fast‑paced delivery environment.

Key Responsibilities

• Route Management & Driver Support – Assist the market manager in daily management of delivery routes, driver assignments, and crew coordination for big and bulky home delivery and installation services; serve as primary point of contact for drivers and crews, providing real‑time guidance, troubleshooting, and dispatch support; monitor active routes, proactively identifying and resolving delays, missed stops, or capacity issues; help build and optimize daily delivery routes using routing software, balancing service commitments, geographic efficiency, and crew capabilities; communicate route details, changes, and special instructions clearly and timely; support on‑site operations during high‑volume periods, manager absences, or situations requiring additional oversight.
• Customer Communication & Follow‑Up – Conduct pre‑delivery outreach to confirm appointment windows, site readiness, and access requirements; provide proactive delivery status updates, including ETAs, delays, and day‑of changes; handle inbound customer inquiries via phone and email regarding scheduling, job status, and post‑delivery follow‑up; manage reschedule requests and coordinate with routing to minimize impact; escalate unresolved service issues, damage claims, or complaints to the market manager with full documentation.
• Route Audits & Performance Review – Conduct daily and weekly route audits to verify stop completion, time‑on‑site accuracy, sequence adherence, and overall efficiency; identify routing inefficiencies, recurring delay patterns, or capacity misalignments and recommend corrective adjustments; review driver and crew performance data against route expectations, flagging discrepancies for manager review; support preparation of market‑level performance summaries and operational reporting for leadership.
• Proof of Delivery (POD) Audits – Audit POD documentation for all completed stops, ensuring photos, customer signatures, installation confirmations, and exception notes are captured accurately; identify and resolve POD gaps, missing documentation, or discrepancies that could impact billing, claims resolution, or compliance; communicate POD deficiencies to drivers and crews, reinforcing documentation standards and accountability; maintain organized records of POD exceptions and resolutions to support trend analysis and process improvement.
• On‑Site Operational Support – Maintain a consistent on‑site presence within the assigned market to provide direct support to the market manager and delivery operations; assume operational responsibilities in the manager’s absence, ensuring continuity of route execution, driver communication, and customer service; assist with pre‑shift planning, vehicle/crew readiness checks, and end‑of‑day route close‑out procedures as needed; act as liaison between field operations and corporate support teams, ensuring timely communication and issue resolution.
• Other duties as assigned.

Qualifications

Required:

• High school diploma or equivalent; associate’s or bachelor’s degree in Business, Logistics, Supply Chain, or related field preferred.
• 2+ years of experience in final mile delivery, home delivery, transportation operations, or a related logistics role.
• Familiarity with routing software and transportation management systems (TMS); experience with platforms such as Onfleet, Route4Me, or similar preferred.
• Strong working knowledge of big and bulky or white‑glove delivery operations, including installation service workflows.
• Demonstrated ability to support and communicate with field‑based drivers and crews in a fast‑paced, high‑volume environment.
• Excellent organizational skills with strong attention to detail, particularly in documentation, auditing, and data accuracy.
• Clear, professional verbal and written communication skills for both customer‑facing and internal stakeholder interactions.
• Ability and willingness to work on‑site within the assigned market on a regular basis, including during peak periods, evenings, and weekends as operationally required.

Preferred:

• Prior experience in a 3PL, last‑mile carrier, or home delivery environment supporting big and bulky or white‑glove service lines.
• Experience conducting route audits, POD reviews, or delivery performance analysis.
• Familiarity with carrier compliance requirements, delivery exception management, and claims documentation.
• Bilingual communication skills are a plus in markets with diverse driver and customer populations.

Benefits

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k) with match, life insurance, paid holidays and PTO, disability coverage, and career development opportunities.

Physical / Mental Demands

The role requires the ability to sit and stand for several hours at a time, walk, reach, bend, stoop, stretch, lift, push, transport, and move up to 25 pounds, and to talk and hear. Manual dexterity and visual acuity are needed to operate standard office equipment (computer, telephone, copier) with close, distance, color, peripheral vision, depth perception, and focus adjustment.

Environmental / Working Conditions

Work is performed in indoor, warehouse, and other environments that are not climate‑controlled and involves frequent contact with customers, vendors, employees, and the public. Occasional visits to a local warehouse may be required. Some weekend and evening hours may be required.

About ACS Logistics Holdings

We are a fast‑growing logistics and transportation company with three business areas: Anderson Cargo Services (freight and custom shipping solutions), Allegro Home Delivery (nationwide home deliveries of large‑scale items, focusing on middle and final mile delivery), and DataTrec (data center relocations and secure, high‑speed transportation for enterprise equipment). Allegro Home Delivery provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type.