Job Title: Delivery Operations Director
Compensation: Based on experience
Location: Bountiful, Utah
Status: Full-time
Benefits: Medical insurance, dental insurance, vision insurance, 401(k), health savings account (HSA), employee assistance program (EAP), paid time Off (PTO), paid holidays, employee discount, life insurance
About the Position
As the Delivery Operations Director, you will own WholesomeCo's end to end delivery system and the outcomes it produces, from last-mile drivers and dispatch to routing, zones, capacity, and the administrative and logistics support behind every order. You will be accountable for on-time delivery, lead time, and delivery speed, matching drivers, vehicles, and route capacity to demand as it shifts throughout the day. This role is built for a leader who makes fast, data-driven decisions, develops strong front-line leaders, and drives full execution of operational change all the way to the driver level.
Job Responsibilities- This position requires a passion for operational excellence, a drive for results, the ability to quickly and efficiently lead through unforeseen complexity, and the ability to lead, influence, and develop their team.
- End - to -End Delivery Ownership: Own the strategy, performance, and continuous improvement of WholesomeCo's Home Delivery operation, including Driver Operations, Dispatch, zoning, routing, delivery capacity and availability, vehicle fleet operations, driver and delivery support and the systems and processes that enable successful delivery execution and a good patient experience.
- Delivery Strategy & Roadmap: Develop and execute short and long-term strategies to improve delivery speed, convenience, reliability, scalability, and cost efficiency. Identify opportunities to evolve delivery zones, service models, capacity, technology, staffing, and operating processes as patient demand and business needs change.
- Routing and Capacity Strategy: Own the strategy and performance of delivery zones, routing, delivery availability, and capacity planning. Ensure routing and capacity models effectively match demand with driver, vehicle, and operational resources while continuously identifying opportunities to improve route efficiency, delivery speed, convenience, and cost.
- Service & Business Performance: Own delivery performance across service, productivity, cost, and quality including on-time delivery, convenience levels, delivery speed, lead times, capacity utilization, route efficiency, cost per delivery, and other key KPIs. Balance patient convenience and service levels with sustainable labor and operating costs.
- Real-Time Operations: Lead a high-volume operation where staffing, demand, capacity, and operational conditions change throughout the day, making timely decisions and adjusting the plan in real time.
- Workforce & Capacity Planning: Own workforce planning and staffing strategy across Delivery and Dispatch, ensuring labor plans and schedules align with forecasted demand, seasonality, promotions, delivery availability, and srvice-level expectations. Partner with operational leaders to anticipate staffing needs and maintain appropriate capacity while achieving productivity and labor targets. Oversee recruitment, onboarding, and training to ensure every agent is prepared and understands workplace standards and compliance.
- Fleet Readiness & Risk Management: Own fleet strategy and readiness, ensuring the appropriate number and mix of vehicles are available to support current and forecasted delivery demand. Oversee vehicle utilization, maintenance strategy, rentals, insurance, accidents and claims, and acquisition/replacement planning in partnership with Finance, Facilities and other stakeholders.
- Data and KPIs and Operating Cadence: Define and maintain the KPIs, SLAs, dashboards, and operating rhythms used to manage Delivery Operations. Regularly review performance with leaders, identify trends and root causes, surface risks and opportunities, hold yourself and the team accountable to the results,, and communicate results and recommendations to senior leadership on a regular cadence.
- Leadership & Organizationl Development: Inspire, mentor, and develop Delivery and Dispatch Managers, supervisors and their leadership teams. Establish clear ownership, expectations, decision rights, and accountability across the organization, while building leadership depth and succession capability so day-to-day operations are effectively owned at the appropriate level. Promote a culture of accountability, collaboration, and innovation, and communicate vision and goals so every agent understands how their role connects to company results.
- Front-Line Execution and Change Management: Translate strategy and operational improvements into consistent frontline execution. Ensure changes are supported by clear ownership, SOPs, communication, training, accountability, and follow-up, and verify through data and frontline observation that changes are understood, adopted, and sustained.
- Technology and Process Optimization: Oversee the delivery, dispatch, routing, and CRM systems and the internal processes that support drivers, customer support, and partner departments. Drive adoption of new tools and workflows, and continuously streamline processes to expand internal capacity.
- Cross-Functional Coordination: Ensure effective communication and coordination with fulfillment, inventory, retail, customer support, and other partners so that delivery commitments are supported upstream and downstream.
- Budget and Resource Allocation: Handle budgets, forecasting, and resource allocation to meet strategic goals.
- Quality and Safety: Develop, implement, and maintain quality control and safety assurance protocols, including documentation, implementation, and constant refinement of SOPs.
- Incident Management: Expeditiously handle, communicate, and update the appropriate systems for all potential issues, problems, accidents, or equipment breakdowns, and maintain on-going knowledge of auto insurance policy, coverage, and the claims process.
- Continuous Improvement: Establish a culture and operating rhythm of continuous improvement across Delivery Operations. Use performance data, frontline feedback, root-cause analysis, and industry best practices to identify operational friction, test solutions, measure results, and scale successful improvements.
- Compliance: Ensure compliance with all relevant state medical cannabis and delivery regulations, vehicle and driver requirements, and company policies.
Job Qualifications- 5+ years of leadership experience in logistics, transportation, last-mile delivery, or another high-volume operational environment, including experience leading managers and frontline teams.
- Demonstrated experience owning a complex, high-volume operation with accountability for service, labor, cost, productivity, and quality outcomes. Proven success developing managers and frontline leaders and building organizations with clear ownership and accountability.
- Experience leading real-time operations where staffing, demand, capacity, and conditions change throughout the day and require sound, timely decision-making.
- Direct last-mile delivery, transportation, dispatch, and fleet management experience is strongly preferred.
- Demonstrated experience translating strategy and process improvements into sustained frontline execution.
- Strong analytical and financial acumen, with experience defining KPIs, interpreting operational data, managing budgets, and using data to drive decisions and continuous improvement.
- Experience with workforce planning, capacity planning, routing/logistics optimization, and technology-enabled operations.
- Strong cross-functional leadership and executive communication skills.
- Experience driving technology adoption and workflow optimization across a front-line team.
- Ability to react well under pressure, handle multiple projects simultaneously, use good judgment in ambiguous situations, and be flexible/adaptable.
- Skilled in evaluating and revising operations and procedures in response to organizational change and goals.
- Exceptional organization, prioritization, and time management abilities.
- Skilled in basic technology (e.g., POS systems, Microsoft Office and/or Google Suites programs).
- Ability to work a flexible, full-time schedule to include days, evenings, weekends, and holidays.
- Continuous mobility throughout the operation during shift, including twisting, frequent bending, pulling, pushing, crouching, stooping, and reaching during shifts. Continuous lifting and/or moving up to 25 lbs.
Benefits- Unlimited Paid time off (PTO)
- Annual bonus opportunity
- Employer paid 80% of the total medical insurance premium
- Employer paid 75% of the total dental insurance premium
- Employer paid 75% of the total vision insurance premium
- HSA with match up to $150 per month
- 401(k) with 100% employer match up to 3% and 50% match for the following 2%
- Employee Assistance Program (EAP)
- Employer paid $25,000 of basic life coverage
- Optional additional life insurance
- Optional accident insurance
- Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products
