We are seeking an experienced and driven Director of Business Operations to provide strategic and hands-on leadership across three critical functional areas, Customer Service, Routing & Dispatch, and Operations Administration.
This role ensures operational excellence by driving accountability for on-time, cost-efficient deliveries; maintaining high standards of customer responsiveness; and ensuring timely resolution of order, routing, and fulfillment issues. The ideal candidate will be a data-driven, results-oriented leader who thrives in a fast-paced environment and excels at developing people, improving processes, and building cross-departmental collaboration.
We offer:
- PTO (paid time off) accrual
- 8 paid holidays + 1 floating holiday
- 401k with 3% Company match
- 20k Company sponsored life insurance
- Health insurance
- Medical Reimbursement Program
- Flexible Spending Account
- Dental, vision, short-term & long-term disability, accident, critical illness, hospital indemnity and supplemental life insurances available
Key Responsibilities and Duties
Customer Service
- Lead, coach and develop the customer service team responsible for order entry, shipment processing, and customer communication.
- Develop and execute strategies that improve order accuracy, turnaround time, and customer satisfaction.
- Collaborate with Sales and Operations to ensure seamless coordination between order placement, fulfillment, and delivery.
- Establish KPIs and accountability measures for service responsiveness, error rate reduction, and service quality.
- Foster a proactive, solution-oriented service culture focused on supporting customer retention and growth.
- Champion a “find a way to yes” mindset, empowering the team to creatively and collaboratively resolve customer needs while balancing operational efficiency and company policy.
Routing & Dispatch
- Oversee daily routing, scheduling, and dispatch operations to ensure on-time delivery and cost-per-gallon efficiency.
- Analyze route data to identify and implement improvements that reduce operational costs and enhance delivery reliability.
- Ensure dispatch operations align with safety, regulatory, and service standards.
- Lead, coach, and develop the routing and dispatch teams to build accountability and performance consistency.
- Collaborate with Fleet Management and Supply Chain teams to improve efficiency and resource utilization.
Operations Administration
- Oversee the administrative processes supporting daily operations, with a focus on ensuring the accuracy, timeliness, and completeness of all open customer orders.
- Continuously monitor and review open orders and backorders with the team to identify and resolve production, scheduling, or fulfillment issues promptly.
- Ensure effective communications with Sales, Supply Chain, and Routing teams to resolve order delays, delivery conflicts, and backorder status updates.
- Recommend and implement process improvements that enhance communication, reduce administrative bottlenecks, and improve visibility into order status across departments.
- Ensure consistent follow-up between internal teams to achieve strong customer satisfaction.
- Hold teams accountable for maintaining high data integrity and timely communication throughout the order lifecycle.
Competencies:
- Dependability and Accountability
- Sense of urgency
- Initiative and Strategic Thinking
- Analytical and Decision-Making Skills
- Attention to Detail
- Strong Leadership and Interpersonal Skills
- Excellent Organizational and Time Management Skills
- Team Orientation and Coaching Ability
Experience and Skill Requirements:
- Bachelor’s degree in Business Administration, Operations Management, or related field required.
- Minimum of 5 years of experience in operations management, logistics, and customer service leadership.
- Demonstrated ability to lead cross-functional teams and improve operational performance.
- Proficiency in MS Office Suite and working knowledge of ERP and routing software.
- Experience using data analytics to identify and resolve operational inefficiencies.
Job Type: Full-time, onsite
Salary Range - 90k - 95k
