Position Summary
The Operations Manager oversees the daily operations of a Final Mile White Glove delivery facility, including workforce management, operational efficiency, in-home service quality, and financial performance. This role is responsible for ensuring a premium, damage-free white glove delivery and installation experience for every customer, optimizing operational processes, supporting business growth, and maintaining compliance with company and safety standards.
Key Responsibilities
Operational Management
- Oversee daily facility operations to ensure efficiency and a consistent white glove service standards.
- Establish and maintain exemplary in-home delivery, assembly, and installation service levels within the operation.
- Optimize facility operations, including floor layout, route staging, white glove capacity utilization, and scanning processes.
- Manage dispatching duties and responsibilities to maximize routing efficiency, on-time delivery and white glove capacity performance.
- Ensure white glove crews consistently perform in-home delivery, unpacking, placement, hookup and debris removal to company quality standards.
- Manage product and packing damage to mitigate product and property claims through proper inspection, handling and photo documentation procedures.
- Assess inbound volume and forecasts to adjust staffing and capacity levels daily, weekly and seasonally.
- Ensure timely completion of operational reporting requirements and weekly customer reviews.
- Collaborate with regional peers and provide remote support on a as needed basis
- Recruit, screen background/drug verification of existing and new capacity
Financial Management
- Manage daily, monthly, and quarterly operational expenditures, including damage/claims costs, in accordance with budget and P&L objectives.
- Ensure the current business model is managed and optimized to remain competitive within the marketplace by customer application.
Workforce Management
- Manage warehouse operational staff, including outbound and inbound process, to ensure product handling, and validate inventory levels.
- Follow staffing processes related to onboarding, offboarding, and performance management.
- Schedule and conduct regular meetings with warehouse staff, carriers, and customers.
Customer Service & Account Management
- Maintain responsibility for the existing accounts of the facility.
- Communicate proactively with customers to ensure delivery appointment windows, in-home expectations, and service needs are met and exceeded.
- Demonstrate strong account management practices to support customer retention and growth.
- Monitor customer satisfaction scores (KPI/Customer Surveys) related to the white glove delivery experience and drive corrective action plans as needed.
- Resolve escalated delivery, damage, and installation issues promptly to protect the customer experience and brand reputation.
Compliance & Operational Excellence
- Complete regular driver & warehouse staff stand up dock talks
- Ensure adherence to company policies, procedures, and operational standards.
- Promote a culture of accountability, safety, and continuous improvement.
- Perform other incidental and related duties as required.
Education
- High School Diploma or equivalent required.
- Associate's Degree preferred.
Experience
- 3+ years of distribution, final mile, and/or logistics experience required.
- Experience managing white glove, big & bulky, or in-home delivery and installation operations (e.g., furniture, audio visual, appliances) strongly preferred.
- Experience with transactional or dedicated transportation models preferred.
- Demonstrated account management experience.
- Strong communication, leadership, and organizational skills.
Working Conditions
- Fast-paced warehouse and final mile delivery environment.
- Requires normal (corrected) vision and hearing.
- Frequent keyboarding and office equipment use.
- Occasional lifting/moving up to 50 pounds
- Consistent presence on the warehouse floor onsite
- Regular local travel from facility completing driver route ride behinds.
Skills Required
- High School Diploma or equivalent
- At least 3 years of distribution, final-mile, and/or logistics experience
- Demonstrated account management experience
- Strong communication, leadership, and organizational skills
- Associate's Degree
- Experience managing white-glove, big-and-bulky, or in-home delivery and installation operations
- Experience with transactional or dedicated transportation models
What We Do
J.W. Logistics is a premier provider of last mile transportation and logistics solutions supporting regional and national customers throughout the United States. JWL offers a range of logistics solutions allowing customers to stay focused on their core business. This strategy primarily involves same-day services including on-demand, distribution, and dedicated fleets of vehicles including cargo vans, straight trucks and tractor trailers. J.W. Logistics understands that each shipper’s last mile requirement needs are unique depending upon their business and the market they serve. JWL provides tailored solutions to meet these specific needs. Through years of experience, the management team at JWL has a long track-record of developing customized transportation solutions for regional and national customers. JWL offers a wide range of door-to-door distribution for clients of all sizes and needs. JWL facilitates shipping locally, between cities, and internationally, 24 hours a day, 7 days a week, 365 days a year.
