Sr Operations Manager - Carrier Operations Norcross, GA

Sr Operations Manager - Carrier Operations job at Blue Truck Logistics. Norcross, GA.

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.

Founded by a team with backgrounds at Uber and other high‑growth startups, we’re using technology to bring the furniture supply chain into the modern world. We've built a coast‑to‑coast network and earned a reputation for service that stands out in an industry that doesn’t always get it right. For people who are ambitious, solution‑oriented, and excited to be part of a company that’s still early in its journey, this is a ground‑floor opportunity to shape and build the company.

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 to 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.

• 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.

• Yo…