Operations Manager

Overview

The Operations Manager will drive scalable operational excellence, and build systems that support a world-class customer experience. This role requires a strategic leader who is hands-on, analytical, tech-savvy, and passionate about team development and continuous improvement.

Requirements

Key Responsibilities

• Team Leadership & Management
• Lead, mentor, and manage a small team of 10, including dispatchers, logistics coordinators, and driver recruiters.
• Foster a high-performance culture aligned with our client's core values.
• Conduct regular performance reviews and lead team-building initiatives to boost morale and retention.
• Operational Excellence & SOP Development
• Build and implement scalable operations systems and SOPs across all customer-facing and logistics functions.
• Document, refine, and maintain procedures to ensure consistency, quality, and compliance.
• Create and lead training programs for all key roles, including dispatch, logistics coordination, and customer service.
• Process Design & Optimization
• Analyse existing workflows, identify inefficiencies, and design process improvements from scratch.
• Collaborate with U.S.-based leadership to interpret evolving operational needs and translate them into executable systems.
• Implement and monitor KPIs, SLAs, and operational metrics.
• Client Support & Communication
• Ensure seamless delivery support for North American clients, maintaining high standards in responsiveness and professionalism.
• Communicate effectively with both Jamaican and U.S. teams to align on priorities and resolve issues quickly.
• Technology & Tools
• Utilise Microsoft Office Suite (Excel, PowerPoint, Word) and other platforms to drive documentation, reporting, and project management.
• Leverage dispatching, CRM, and logistics tools to optimize team workflows.
• Compliance & Continuous Improvement
• Ensure all team activities adhere to internal policies, client expectations, and industry best practices.
• Continuously identify improvement opportunities, collect feedback, and drive innovation.

Requirements

• Bachelor’s degree in Operations Management, Business Administration, Logistics, or a related field.
• 3+ years of operations or logistics leadership experience.
• Demonstrated ability to build and scale operational systems and procedures from scratch.
• Strong people management and team development skills.
• Proven experience working with North American clients.
• Analytical mindset with ability to evaluate data, develop solutions, and drive decision-making.
• Excellent written and verbal communication skills.
• Highly proficient with Microsoft Office Suite, especially Excel and PowerPoint.
• Ability to travel to the USA as needed.
• Aligned with our client's core values:
• Customer First
• Honesty & Integrity
• Respect
• Fanatical Attention to Detail
• Accountability
• Tenacity
• Continuous Improvement

Preferred Qualifications

• Experience in courier, transportation, or logistics industries.
• Familiarity with dispatching systems like CXT.
• Process improvement or Lean Six Sigma certification (a plus).
• Experience training cross-functional teams.

Benefits

• Group Health and Life
  
• Two Weeks Paid Vacation