Operations Manager - Client Services & Dispatch

Excel Courier | Ashburn, VA | Full Time | On-Site

Position Summary
The Operations Manager - Client Services & Dispatch leads the Client Services and Dispatch teams, with primary accountability for personnel management, team development, and operational process ownership of these functions. Build, scale, and hold accountable high-performing teams that deliver service quality to customers. Partner with the operations management team to ensure end-to-end service delivery.

Essential Functions (Duties and Responsibilities)
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Service-quality accountability. Serve as the primary point of accountability for service-quality outcomes delivered by the Client Services and Dispatch functions.
• Build and scale teams. Build and scale the Client Services and Dispatch teams in line with business growth, including workforce planning, hiring, onboarding, role design, staffing requirements, selection, and recommend termination.
• Develop people and culture. Develop team members through coaching, mentoring, skills development, and career-path planning; guide employees in handling difficult or complex problems and resolving escalated complaints or disputes. Foster a positive, collaborative team culture using strong interpersonal and communication skills across all levels of the organization.
• Performance standards and accountability. Establish clear performance.
  standards and accountability mechanisms; conduct regular performance reviews, coach through performance issues, and hold team members to defined expectations.
• Process ownership and daily operations. Own and continuously improve the processes within Client Services and Dispatch; maintain metrics, reports, process documentation, customer service logs, and training records; prepare work schedules and assign specific duties.
• Compliance and oversight. Monitor operations to ensure staff compliance with administrative policies and procedures, safety rules, contracts, and government regulations.
• Cross-functional collaboration. Collaborate with the operations management team, to formulate and implement cross-functional policies, procedures, goals, and objectives, including process and technology initiatives.

Work Environment
This job operates in a demanding, high stress, fast-paced call-center office setting, as well as occasional presence in a temperature-controlled warehouse. This position routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical Requirements
While performing the duties of this job the employee is frequently required to walk, sit, hear, speak, hold, visually inspect, and utilize repetitive hand motions requiring finger dexterity and hand eye coordination. Employee must maintain a professional and customer-friendly demeanor, be able to work in a fast paced environment, handle stressful situations, occasionally lift and handle packages up to 50 lbs., and be able to visually distinguish primary colors.

Core Competencies
• Team Leadership
• Managing People / People Development
• Performance Coaching & Accountability
• Interpersonal Skills / Impact and Influence
• Conflict Resolution
• Change Management
• Customer Service
• Delegation
• Problem Solving
• Communication

Required Education and Experience
• Five or more years of people-management experience leading and developing teams in a high volume, dynamic environment.
• Demonstrated track record of scaling teams, building accountability structures, and developing direct reports.

Compliance Requirements
Successful completion of all required pre-employment screenings, onboarding requirements, and mandatory training programs, including background screening, drug screening, credit check, HIPAA training, TSA training, and other company-required certifications.