Director, Operations

NXTPoint Logistics provides a complete range of end-to-end supply chain solutions spanning from distribution, warehousing and fulfillment to managed logistics, transportation and final mile delivery. It leverages broad 3PL capabilities, market-leading technology and deep vertical industry expertise to help both large and small clients reach greater levels of efficiency, service and profitability. With over 30 owned facilities, more than 3.5 million square feet of warehouse space and an extensive partner network, NXTPoint Logistics offers the broad capabilities and reach of a large 3PL company while maintaining its commitment to being the most flexible and responsive provider in the industry.

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The Director, Operations is responsible for Customer Satisfaction and Operational Excellence by translating the Home Delivery operating strategy into consistent field execution across an assigned region, portfolio of markets, and customer operations. This leader owns operational performance, financial results, service quality, safety, contractor capacity, continuous improvement initiatives and leadership effectiveness within the assigned scope. The Director leads, coaches and mentors geographically dispersed site leaders, establishes operating discipline through performance reviews and field engagement, and partners with Business Operations and other functional teams to resolve systemic issues, improve profitability, and support scalable growth.

The Director is a field-oriented, data-driven operator who develops leaders, applies sound financial judgment, and builds a culture of accountability, collaboration, continuous improvement, and excellence.

• Lead day-to-day execution across assigned Home Delivery markets, including warehouse, transportation, routing, dispatch, delivery, installation, returns, and customer-resolution activities.
• Own assigned operational and financial results, including service improvement plans, continuous improvement initiatives, revenue, direct labor and contractor expense, contribution margin, controllable costs, budget performance, and profit improvement plans.
• Establish clear performance expectations through strong Key Performance Indicators (KPIs) that are visible and review operating results using client scorecards, on-time delivery, completion, customer satisfaction, damages, claims, revisits, productivity, capacity, safety, and profitability measures.
• Lead structured daily, weekly, and monthly operating reviews; identify root causes, assign accountable actions, and verify sustained resolution of performance gaps.
• Maintain a strong field presence through market visits, site observations, leader coaching, customer engagement, and direct validation of operating standards.
• Ensure sufficient qualified delivery capacity for forecasted demand, seasonal peaks, new business, and contingency requirements in partnership with Business Operations and local leaders.
• Execute approved contractor settlement, compensation, incentive, compliance, and performance programs while preserving the independent contractor operating model and escalating control gaps.
• Ensure adherence to company policies, customer requirements, contractual commitments, safety standards, and applicable federal, state, and local regulations, including OSHA and DOT requirements where applicable.
• Partner with the Vice President of Business Operations and support functions on carrier capacity, compliance, quality, claims, settlement governance, safety, and risk-mitigation initiatives; provide timely field feedback and execute approved programs.
• Serve as the operational leader and escalation point for assigned customer relationships; communicate performance transparently, lead corrective actions, and support business reviews.
• Support customer retention, contract renewals, implementations, market launches, operational expansions, and integration of new service offerings in partnership with Account Management, Client Success, Sales, Finance, Technology, and Implementation teams.
• Develop annual operating plans, forecasts, staffing and capacity plans, and capital or equipment requirements for the assigned scope; adjust resources as demand and business conditions change.
• Drive standard work, process documentation, technology adoption, data integrity, and consistent use of transportation, warehouse, labor, customer-service, and reporting systems.
• Apply Lean, Six Sigma, or comparable continuous…