Senior Carrier Operations Manager – In-Home Furniture Delivery

What you’ll be doing

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.

This role includes carrier recruiting, route coverage and assignment, and most importantly overseeing carrier training and quality. Every Blue Truck carrier is fielding a two man team that delivers high end products into customer homes, where installation skill is paramount. This is an exceptionally hands‑on role and requires someone who is willing get their hands dirty and learn the details of the carrier job - including how to assemble specific products that often give us trouble, techniques and best practices for packing a truck, and how to handle and triage a variety of situations in the field.

The expectation is both that you are the company’s hands‑on expert, but also capable of scaling people and/or processes as the company scales.

• Make our carrier the best:
  Carrier quality and performance feedback are a critical element of your job - the carriers you manage control the experience our customers receive. You set the standard for what a Blue Truck delivery experience should be like, and hold carriers to that performance standard. 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.
  
  At the same time, you engage carriers with an aspirational view of service delivery, and how that helps bring more business for everyone.
• 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. You understand that carrier pay decisions are financial‑control decisions, and can assess market reality and coverage pressure without casually breaking rate discipline or creating one‑off expectations with carriers. 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.
• 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.

• 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. 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 communicate with high signal and low noise. Whether by phone, Slack, or email, your updates create clarity rather than more work for the team.
• You balance fairness with accountability:
  You have a hard edge but also a strong sense of fairness…