Operations Specialist

Position Summary

The Operations Specialist - Final Mile is an exempt market-based role responsible for supporting the day-to-day of big and bulky home delivery and installation operations. This position works directly alongside the area manager to ensure routes are staffed, drivers and crews are supported, customers are proactively communicated with, and delivery performance is accurately tracked and audited.

The Operations Specialist is expected to maintain a regular on-site presence within their assigned market, provide operational coverage when the manager is unavailable, and step in during periods of elevated volume to ensure service levels are maintained. The ideal candidate is operationally minded, detail-oriented, and comfortable working in a dynamic, fast-paced delivery environment.

• Assist the market manager in the daily management of delivery routes, driver assignments, and crew coordination for big and bulky home delivery and installation services
• Serve as a primary point of contact for drivers and delivery crews throughout the day, providing real-time guidance, troubleshooting, and dispatch support
• Monitor active routes throughout the day, proactively identifying and resolving delays, missed stops, or capacity issues
• Assist in building and optimizing daily delivery routes using routing software, balancing service commitments, geographic efficiency, and crew capabilities
• Communicate route details, changes, and special instructions to drivers and installation crews in a clear and timely manner
• Support on-site operations as needed during high-volume periods, manager absences, or situations requiring additional operational oversight

• Conduct pre-delivery outreach to confirm appointment windows, site readiness, and access requirements for big and bulky item deliveries and installations
• Provide proactive delivery status updates to customers, including ETAs, delays, and any day-of changes affecting their scheduled appointment
• Handle inbound customer inquiries via phone and email related to delivery scheduling, job status, and post-delivery follow-up
• Manage reschedule requests and coordinate with routing to minimize customer impact and operational disruption
• Escalate unresolved service issues, damage claims, or customer complaints to the market manager with full documentation

• Conduct daily and weekly route audits to verify stop completion, time-on-site accuracy, sequence adherence, and overall route efficiency
• Identify routing inefficiencies, recurring delay patterns, or capacity misalignments and recommend corrective adjustments
• Review driver and crew performance data against route expectations, flagging discrepancies for manager review
• Support the preparation of market-level performance summaries and operational reporting for leadership review

• Audit proof of delivery documentation for all completed stops, ensuring photos, customer signatures, installation confirmations, and exception notes are captured accurately and completely
• Identify and resolve POD gaps, missing documentation, or discrepancies that could impact customer billing, claims resolution, or compliance requirements
• Communicate POD deficiencies to drivers and crews, reinforcing documentation standards and accountability
• Maintain organized records of POD exceptions and resolutions to support trend analysis and process improvement

• Maintain a consistent on-site presence within the assigned market to provide direct support to the market manager and delivery operations
• Assume operational responsibilities in the market manager’s absence, ensuring continuity of route…