Sr. Manager Operations (Warehouse)

Schedule: Full Time

Job Type: On-site

Salary Type: Salary

Req #: 3619

About the Role

Senior Manager, Warehouse Operations to lead multi-client operations supporting Southbound cross-border and U.S. Distribution services in Laredo, Texas. This role is accountable for exceptional customer service, measurable operational performance, safe and compliant operations, and continuous improvement across assigned warehouse facilities. The successful candidate brings strong operational leadership, disciplined KPI management, and the ability to proactively identify, investigate, and resolve complex operating challenges. A critical component of the position is building a culture of customer ownership, operational accountability, data-driven decisions, and structured problem-solving. The Senior Manager will establish clear performance expectations, identify service gaps before they become escalations, and drive sustainable corrective actions that improve reliability, productivity, and customer satisfaction. Equally important, this leader will foster a culture of safety, compliance, integrity, and accountability, ensuring operations adhere to company policies, SOPs, customer requirements, and applicable regulatory standards. Sound judgment, transparency, and prompt risk escalation are essential. The Senior Manager will lead Uber Freight employees and third-party labor providers, balance competing customer priorities, optimize shared resources, and deliver financial and operational commitments. Success requires a hands-on leader who can improve the operation while running it.

What the Candidate Will Do

Customer Service Excellence & Service Delivery

• Own operational service performance and the customer experience across assigned operations; execute consistently against SLAs, contracts, and customer expectations.
• Build a proactive service culture that emphasizes responsiveness, transparency, clear ownership, and timely resolution.
• Anticipate service failures by monitoring performance, capacity, and emerging risk; act before customer impacts or escalations.
• Establish communication standards for inquiries, exceptions, delays, and service recovery, with accurate, timely updates.
• Lead complex customer escalations, restore service quickly, and prevent recurrence through corrective action.
• Partner with Commercial and Account Management to align requirements with operational capabilities and assess out-of-scope requests.

KPI Management & Operational Performance

• Establish and improve KPIs for service, warehouse throughput, labor productivity, inventory accuracy, on-time execution, quality, safety, and cost.
• Lead daily, weekly, and monthly performance reviews to surface trends, identify gaps, assign action owners, and verify progress.
• Ensure leaders know their targets, can access reliable data, and are accountable for outcomes.
• Use WMS data, dashboards, reports, and customer feedback to prioritize improvements and make data-driven decisions.
• Ensure accurate, transparent reporting of results, risks, service failures, and corrective actions to stakeholders.
• Convert analysis into measurable improvements in efficiency, customer experience, and operational consistency.

Structured Problem-Solving & Continuous Improvement

• Proactively identify recurring service failures, process weaknesses, inefficiencies, and barriers to reliable execution.
• Lead root-cause analysis using 5 Whys, Fishbone, Lean, Six Sigma, or comparable methods.
• Develop sustainable solutions instead of temporary workarounds, with accountable owners, due dates, and effectiveness checks.
• Standardize SOPs, process controls, and performance expectations across customers, buildings, and service lines.
• Improve warehouse workflows, dock and yard management, labor planning, WMS execution, inventory accuracy, and customer communications.
• Work with cross-functional teams to implement and sustain technology and operational changes.

Safety, Compliance & Operational Accountability

• Champion safety as a fundamental leadership responsibility, protecting people, customers, freight, and facilities.
• Ensure compliance with applicable safety rules, company policies, security standards, customer obligations, and SOPs.
• Set expectations for ethical conduct, operational integrity, accurate records, and adherence to internal controls.
• Conduct routine safety and operating reviews to identify hazards, deficiencies, and compliance risks.
• Partner with Safety, Security, HR, and other teams to investigate incidents, address findings, and verify corrective actions.
• Ensure employees, supervisors, and agency labor are appropriately trained, qualified, and accountable.
• Promptly escalate safety, compliance, security, or ethics concerns through the proper channels.
• Never compromise safety or compliance for customer urgency, throughput, or financial performance.

Warehouse Operations & Resource Management

• Oversee daily inbound, outbound, cross-dock, distribution, inventory, dock, and related warehouse execution.
• Optimize shared labor, equipment, warehouse space, and available capacity across customers.
• Maintain facility readiness and equipment availability for safe, reliable service.
• Develop workload planning, staffing models, labor allocation, and contingency plans for changing volume.
• Manage expenses, labor productivity, overtime, vendors, equipment utilization, and cost improvement.
• Evaluate operational and financial impacts of incremental services and customer changes with Finance and Commercial

People Leadership & Talent Development

• Lead, coach, and develop supervisors, team leaders, and frontline employees; establish expectations for performance and conduct.
• Build a high-performance culture of customer service, safety, teamwork, accountability, and continuous improvement.
• Use regular coaching and performance reviews to address gaps promptly and consistently.
• Develop leaders' capabilities in KPI reviews, root-cause analysis, customer communication, and problem-solving.
• Own workforce planning, onboarding, training, and performance management for both UF and staffing-agency teams.
• Create a work environment where concerns can be raised and appropriately addressed.

Cross-Functional & Stakeholder Leadership

• Collaborate closely with Customs, Commercial, Account Management, Safety, Security, HR, Finance, IT, Engineering, and Procurement.
• Coordinate cross-functional responses to escalations, operational risks, compliance needs, and improvements.
• Hold vendors and service providers accountable for safety, quality, cost, and contractual performance.
• Communicate operating results, risks, priorities, and resources needed to senior leadership.

Basic Qualifications

• Bachelor's degree in Operations Management, Supply Chain, Logistics, Industrial Engineering, Business Administration, or related field; equivalent relevant experience considered.
• 8+ years of progressive experience in warehouse operations, distribution, contract logistics, or 3PL, including at least 3 years of direct people leadership.
• Experience managing complex, preferably multi-client, warehouse operations with shared resources and competing priorities.
• Proven record improving customer service, resolving complex issues, and delivering measurable KPI results.
• Ability to conduct structured root-cause analysis and deliver sustainable corrective actions.
• Experience developing KPIs, dashboards, SLAs, and performance management routines. Uber Freight
• Strong knowledge of warehouse safety, compliance, internal controls, and operational risk management.
• Experience managing frontline employees, labor performance, and workforce productivity.
• Working knowledge of WMS, inventory controls, operational reporting, and Microsoft Excel.
• Strong analytical, communication, stakeholder-management, and conflict-resolution skills.
• Fluency in English and Spanish; ability to travel among assigned facilities.

Preferred Qualifications

• Experience in multi-client 3PL, cross-border logistics, contract warehousing, or distribution.
• Knowledge of U.S.-Mexico cross-border operations, customs processes, and CTPAT requirements.
• Operational turnaround, service recovery, or large-scale process standardization experience.
• Lean, Six Sigma, Kaizen, 5S, A3, or similar structured improvement experience.
• Experience building customer scorecards, performance dashboards, and operating reviews.
• Experience leading blended direct-employee and third-party staffing workforces.
• Familiarity with SAP, Oracle, Infor, or other WMS/ERP systems.
• Operating budgets, labor productivity, capital investments, and facility utilization management.
• Warehouse technology, automation, or business intelligence implementation

Benefits & Compensation for U.S. Employees

Employees working more than 30 hours in the US at Uber Freight are eligible for benefits like a company sponsored health plan, dental and vision benefits, 401k match, financial and mental wellness benefits, parental leave, short- and long-term disability coverage, life insurance and more. US based employees may also be eligible for a performance or sales incentive bonus program, participation in Uber Freight equity awards, and other types of compensation depending upon the role.