Director, Operations (EMS)

Charlotte, NC

The Role:

Work Model: Hybrid

Work Schedule: Monday - Friday, standard business hours (average 40 hrs/week)

Travel Requirements: Yes, up to 25%

Supervisory Responsibilities: Yes

Reports to: SVP, Managed Services

*All applicants must be currently authorized to work in the United States. No relocation allowance will be considered unless specifically addressed.

Summary / Primary Role:

The Director, Operations (EMS) oversees the teams responsible for freight invoice auditing, shipment planning, tracking, and quality and claims investigation for Odyssey's EMS clients, applying best practices to drive efficiency gains and cost reductions while delivering a strong customer experience. This role owns team resource forecasting, planning, hiring, development, and retention, and serves as an internal and external escalation point, regularly exercising discretion and independent judgment to ensure Odyssey consistently meets or exceeds its goals and client KPIs.

What You'll Do:

We're looking for a hands-on operational leader who can drive process standardization and continuous improvement while building and developing a high-performing team.

• Operational Leadership & Process Improvement
  • Plan, evaluate, and improve the efficiency of work processes, automation, procedures, and business solutions to enhance speed, quality, efficiency, and output.
  • Manage and enhance operational metrics and departmental goals, and plan and allocate resources to effectively meet departmental productivity and quality goals

• Team Leadership & Development
  • Provide strategic leadership to direct staff selection and engagement, developing standard operating procedures and measurements, and coaching, mentoring, and developing staff, including career development planning.
  • Develop and oversee leadership stakeholders within the Audit and Shipment Management teams, partnering with senior leadership and HR on staffing levels, and overseeing direct managers' training, vacations, and paid time off.

• Client Escalation & Experience
  • Lead and develop the highest-quality client experience, anticipating and addressing client concerns and escalating problems as they arise.
  • Serve as a senior-level resolution point for client issues, regularly exercising discretion and independent judgment to ensure client KPIs are consistently met or exceeded.
• Reporting & Business Accountability
  • Manage the preparation and maintenance of departmental reports, presenting periodic updates to senior leadership on strategic goal accomplishment, and maintaining transparent communication across the organization.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.

What You Bring:

• Bachelor's degree preferred, preferably in Business Administration, Supply Chain, or a related field
• 10+ years of logistics or supply chain experience
• Demonstrated ability to collaborate effectively with cross-functional partners, with strong people leadership skills, including hiring, coaching, and development
• Strong analytical, negotiation, and problem-solving skills
• Excellent communication and interpersonal skills across all levels of the organization

Compensation & Schedule Details:

Bonus Eligible: Yes

Commission Eligible: No

No relocation allowance will be considered unless specifically addressed. All applicants must be currently authorized to work in the United States.

Benefits:

We offer a comprehensive and competitive compensation and benefits package, including:
• A choice of medical plans with FSA and HSA options
• Dental Insurance
• Vision Insurance
• Company-paid Life and Disability Insurance
• 401(k) Plan with Company Match
• Paid Time Off (PTO) and Company Holidays
• Employee Assistance Program
• Company Health & Wellness Program
• Discounts with Preferred Vendors

Visit us at: www.OdysseyLogistics.com/careers