Director of Operations

Roadly is a fast-growing freight brokerage built around exceptional service, disciplined operations, and a strong culture of accountability. As we continue to scale, we're looking for an experienced operations leader to build structure, develop our team, and ensure our operations department continues performing at a high level as the business grows.

This is not a "keep the lights on" management role. We're looking for someone who can build systems, coach people, improve processes, solve problems before they become problems, and create an operations department capable of supporting the company's next phase of growth.

The Director of Operations will lead Roadly's entire Operations Department, including Operations Representatives, Operations Customer Success Managers, and the Carrier Safety & Compliance function.

This individual will own the day-to-day execution of operations while continuously improving efficiency, accountability, communication, and overall department performance. They will work closely with Sales and Leadership to ensure customers receive exceptional service while building scalable operating processes that support long-term growth.

• Lead, coach, and develop the operations department.
• Establish clear expectations, accountability, and performance standards.
• Conduct regular one-on-one meetings and performance reviews.
• Recruit, interview, hire, onboard, and develop operations team members.
• Manage employee performance, corrective action, and terminations when necessary.
• Build a culture centered around accountability, teamwork, urgency, and customer service.

• Oversee daily freight operations across all customer accounts.
• Ensure freight moves efficiently while maintaining exceptional customer service.
• Identify operational bottlenecks and implement long-term solutions.
• Standardize processes and continuously improve workflows.
• Build scalable operating procedures that allow the company to grow efficiently.
• Monitor department KPIs and proactively address performance trends.
• Serve as the operational liaison between Sales and Operations.
• Improve communication during customer onboarding and account transitions.
• Ensure customer expectations are communicated and executed consistently.
• Partner with Sales Leadership to solve customer challenges and identify operational opportunities.

• Monitor carrier capacity across key markets and lanes.
• Identify market trends and operational risks before they impact customers.
• Assist with strategic carrier development initiatives.
• Work closely with the Carrier Safety & Compliance Manager to maintain a high-quality carrier network.

• Provide leadership and support to the Carrier Safety & Compliance Manager.
• Ensure Roadly's Carrier Vetting SOP is consistently followed.
• Review operational trends, audits, and compliance reporting.
• Support continuous improvement of carrier risk management processes.

• Participate in Leadership Team meetings.
• Present Operations KPIs, initiatives, challenges, and improvement plans.
• Collaborate with Leadership on strategic initiatives.
• Help establish annual operational goals and departmental priorities.
• Drive a culture of accountability, continuous improvement, and operational excellence throughout

the organization.

• 5+ years of freight brokerage operations experience.
• Previous experience leading brokerage operations teams.
• Demonstrated success building systems and improving operational efficiency.
• Strong leadership, coaching, and people development skills.
• Strong knowledge of carrier procurement and capacity management.
• Familiarity with Highway, Descartes, DAT, Truckstop, and other brokerage technologies.
• Excellent communication and conflict resolution abilities.
• Comfortable making difficult personnel decisions when necessary.
• Highly organized with exceptional attention to detail.
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced, high-growth environment
• High sense of ownership, urgency, and accountability.

• Experience leading teams of 10+ employees.
• Experience developing SOPs, KPIs, and operational…