Domestic Operations Manager

The Domestic Operations Manager is responsible for overseeing and managing daily drayage domestic operations, leading cross-functional teams, and driving operational excellence. This role demands extensive operational experience, strong leadership abilities, and technical proficiency in industry tools. Additionally, the successful candidate must exhibit key managerial competencies to achieve high-quality execution, team development, and customer satisfaction, all while contributing to organizational growth.

Key Responsibilities

• Oversee and manage daily drayage domestic operations, ensuring efficiency and seamless execution.
• Act as the primary escalation point for operational issues, providing guidance and problem-solving expertise.
• Lead and manage a team of dispatchers in El Salvador and provide oversight for Customer Support Specialists (CSS) based in USA offices.
• Provide mentorship, training, and corrective guidance to team members, encouraging professional development.
• Foster a collaborative approach within the team to ensure effective communication and alignment with business goals.
• Develop, implement, and monitor Key Performance Indicators (KPIs) to measure individual performance and improve processes.
• Contribute to long-term growth strategies, including scaling operations to support business objectives.

Qualifications and Skills

• Minimum of 5+ years of experience in domestic operations management or a related field.
• Proficiency in Cargo Wise One operating system is required.
• Advanced skills in Microsoft Excel, Word, Power BI, and O365 are essential.
• Strong leadership and team management abilities, with experience overseeing remote and cross-functional teams.
• Proven track record in developing and implementing performance metrics (KPIs), analyzing data and identifying trends.
• Excellent problem-solving and decision-making capabilities.
• A collaborative mindset with outstanding communication and interpersonal skills.
• Commitment to delivering exceptional customer experiences.

Managerial Competencies:

• Strategic Thinking: Ability to analyze operational needs, align with long-term objectives, and adapt strategies for growth.
• Decision-Making: Proficient in making sound, timely decisions that resolve challenges effectively.
• People Development: Skilled in mentoring, coaching, and guiding team members to reach their full potential.
• Collaboration and Influence: Capable of fostering a positive, team-oriented environment and influencing stakeholders to achieve alignment.
• Accountability: Demonstrates ownership of results and motivates the team to achieve set goals.
• Performance Management: Experienced in setting expectations, monitoring outcomes, and providing constructive feedback.
• Change Management: Skilled in navigating and managing change to ensure continued operational success.
• Customer Focus: Maintains a service-oriented approach that prioritizes customer satisfaction and excellence.

Education and Experience:

• A bachelor’s degree in Business Administration, Logistics, Supply Chain or a related field is preferred.