Head of Brokerage Operations

Location: On-site or Hybrid (Greenville, SC, or Asheville, NC)

Reports to: CEO

Compensation: $105,000 - $130,000 base + performance bonus

This is an immediate hire. We are actively interviewing and will move quickly for the right candidate.

Serve Freight is a growing freight brokerage specializing in high-stakes, time-sensitive, and complex shipments. We are building a multi-division logistics platform, with a freight brokerage that runs like a machine. We need someone who can help operate the machine, own its performance, and ensure every team member knows exactly how to run their part of it.

As the Head of Brokerage Operations, you will play a central role in scaling Serve Freight's operational infrastructure and execution quality. You will work directly alongside the CEO and leadership team to build, document, and run the systems that power every function in the company.

Your primary job is building the internal engine that makes everything work seamlessly: SOPs, process flow maps, training programs, operational playbooks, KPI ownership, and accountability systems across sales, carrier sales, and operations support teams.

This role is for an operator who doesn’t just build the engine but can squeeze every ounce of horsepower out of it for consistent results. You are comfortable recording a Loom walkthrough for track and trace, designing a process flow map in Miro, pulling a report on speed-to-quote, and coaching a team member on performance standards all in the same afternoon.

• Own and continuously improve the end-to-end operational workflow, from quoting through delivery, identifying bottlenecks, eliminating inefficiencies, and driving measurable outcomes across the brokerage.
• Design, document, and implement SOPs, process flow maps, and operational playbooks that create consistency, reduce errors, and enable the team to scale without sacrificing quality.
• Build and maintain training and development materials for all sales and operations staff, ensuring every team member has clear guidance, knows the standard, and can execute independently.
• Interface with and provide hands‑on operational leadership to the sales, carrier sales and operations support team, setting expectations, running quality control, and driving continuous improvement.
• Own internal KPIs and outcomes, proactively surfacing issues and executing fixes before they become customer and/or carrier facing problems.
• Leverage and optimize tools and systems, to include but not limited to Turvo, Hubspot, Miro, Notion, Loom and Highway, to improve process efficiency, data accuracy, and team workflows.
• Collaborate directly with the CEO and leadership team on strategic planning and the operational foundation for Serve Freight's next phase of growth.
• Support the buildout of a scalable freight brokerage, including contributing to hiring decisions, onboarding frameworks, and performance standards as the company grows.

• Shadow every role (AM, AE, carrier sales, track/trace, admin). Document strengths, gaps, and bottlenecks for each function.
• Identify the top 10 processes needing SOPs first, ranked by both revenue impact and employee experience impact.
• Monitor baseline operational KPIs such as time-to-quote, quote-to-book, on‑time-delivery and gross margin.
• Begin building relationships with the sales, carrier sales and operations support teams. Understand current workflows, communication rhythms, and quality gaps.
• Be active in the weekly operating cadence, contributing operational insights and surfacing improvement opportunities.
• Begin building interview rubrics, scoring criteria, and onboarding frameworks for upcoming hires.
• Pull initial snapshots of operational performance: volume by account, margin by lane, team productivity, and carrier performance to support leadership decision‑making.

• Build and publish the first ~10 SOPs with Loom walkthroughs. Begin building the training library for all sales, carrier sales, and operations support staff.
• Complete an end‑to‑end company‑wide process flow map focusing on speed to cash. Identify every handoff, bottleneck, and failure…