Sr Operations Manager - Carrier Operations

Blue Truck is a national furniture logistics company that’s reshaping how customers experience delivery of big, important purchases like sofas, beds, and dining tables. We specialize in white‑glove, in‑home delivery for some of the fastest‑growing furniture brands in the country, combining smart logistics with a seamless delivery experience and high‑quality support.

Blue Truck deliveries are conducted by independent owner operators, businesses with their own truck and MC number, who are the face of the company in front of customers. You’re responsible for overseeing this network.

• Carrier recruiting:
  Qualify carriers who are interested in Blue Truck, bring them through our recruiting process to ensure they have the appropriate skillset, and set them up for first route success. You’ll both implement as well as build on our existing process to ensure that every carrier who hits the road is ready to deliver top notch service.
• Route assignment and pricing:
  Price the routes that are created by our planning team, post the weekly job board, and then ensure every route is covered by getting the right carriers on the right routes. We aim for 80‑90% utilization of our active carrier network, meaning you will need to be strategic in offering the right route to the right teams.
• Quality and performance feedback:
  Hold carriers to the highest performance standard, and ensure every delivery is done right. You’re deep in the weeds of what happens on an individual delivery, and not afraid to pick up the phone and have a candid conversation with an underperforming team. Your words are backed up with financial penalties, which you apply judiciously.
• Triage and solve on‑route issues:
  Carriers encounter all manner of problems in the field, and you’re the company’s go‑to person for solving the hardest ones. Carrier can’t figure out how to put together a bed? You find the instructions and walk through assembly together. Broke down and won’t be back up and running for two days? You’re pulling together a contingency plan and acting as the point person for directing the comms plan with customers who will be rescheduled.
  
  Says the customer wants him to take a giant sofa up a staircase “that it absolutely won’t fit”? You walk him through taking measurements, decide together whether to make an attempt, and get the liability waiver form sent over to the customer just in case.
• Relationship management:
  Carrier relationships are a two way street – we hold carriers accountable so that we want to work with them, but they also have to want to work with us. You’re the team “coach” – carriers like working for you and you take their goals and concerns seriously. At the same time, you never shy away from a hard conversation or accountability if someone is falling short.
  • Blue Truck carrier partners work hard every day, and you need a strong sense of what is a fair market rate to compensate them. At the same time holding partners accountable, including assessing monetary penalties, is a critical part of delivering a great customer experience.
  • Under your stewardship, our partners commit to Blue Truck because they know they will make good, consistent money working with us, but are held to an exacting standard and penalties for failing that standard are as consistent as gravity. You’re the defender of this balance.

• You’re a strong operator who owns outcomes:
  You take personal responsibility for making carrier operations work end to end. When something breaks, you drive it to resolution. Problems that exist in your general vicinity have a way of just getting solved.
• You build and improve systems, not just manage them:
  You design and continuously refine processes. Under your stewardship, recruiting is a consistent motion that reliably delivers high quality carriers capable of doing the job from day 1. You observe, learn, and iterate to make this and every other process you encounter better and more effective.
• You communicate clearly and confidently:
  Carrier operations involves a lot of phone calls and a lot of time spent talking to carriers. You enjoy this, but know how to cut…