Operations Manager

Summary / Objective:

The Operations Manager – Focuses on quality measures and quality control to supplement Ace World wide’s operations, quality, and customer service to bring service excellence to all accounts.

Primary Responsibilities:

• Acts as a facilitator to develop open and effective communication with drivers and performing agents
• Acts as a reliable point of contact for each driver when needs arise at customers residence or prior to an assignment
• Coordinates solutions between drivers, agents, and/or the customer service team
• Develops analytics reports using internal data to include but not limited to customer concerns, driver issues, claims ratios etc. Report results and make recommended suggestions to close gaps.
• Effectively communicates between internal and external customers, closing the communication loop with all parties
• Establishes rapport with professional van operators, Atlas Agency Network, Labor Sources, and vendor networks. Efforts to ensure that key accounts and van operators are supported resulting in account and customer commitments being met and top tier service ratings.
• Researches and establishes efficiencies, training methods, industry best practices. Transfers that knowledge to Ace’s service teams to ensure that our service is consistently executing to our defined company and account expectations.
• Fosters a culture of clear communication, continuous improvement and service excellence that mirrors Ace World wide’s core values.
• All other duties as assigned
• Allocate team resources to complete operational requirements daily.
• Execute daily tasks efficiently and effectively while prioritizing urgent requests and delegating responsibilities for timely completion
• Collaborate with operations manager to ensure that customer expectations are met.
• Drive operational activities including but not limited to: unloading, inspection, paperwork pulling material running, put-away, picking, packing, and loading of all types of orders as part of the established processes.
• Respond to customer escalations and complaints within an hour to quickly resolve service issues.
• Project a positive and professional attitude while meeting customer needs.

Education/Experience/Requirements:

• High school diploma: college degree preferred
• 2-3+ years of experience; trucking/moving/relocation preferred
• Some travel is required for visits to customer on sites; out of area origin/destination visits; oversee remote delivery out of storage
• Willing to work flexible hours as required

Knowledge, Skills, and Abilities

• Self-starter with positive attitude; enthusiasm and the ability to deliver results
• Prioritization and problem-solving skills
• Critical thinking and analytical skills
• Strong verbal and written communication skills

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