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CLT Operations Manager (Charlotte, NC)

CLT Operations Manager (Charlotte, NC)

Dash Courier & LogisticsCharlotte, NC, US
8 days ago
Job type
  • Full-time
Job description

CLT Operations Manager (Charlotte, NC)

Position : CLT Operations Manager

Location : Charlotte, NC (Central Operations on-site)

Reports to : VP Operations

Teams led : After Hours Manager, CAE (Columbia), Logistics Supervisor, CSR, Dispatchers, Logistics Coordinators, Drivers; close partnership with Support and Safety / Compliance

Why This Role Exists

The CLT Operations Manager owns day-to-day performance for Charlotte and partners with regional leadership to drive consistent service, cost control, compliance, and talent development. The role blends tactical shift execution with strategic market stewardship-aligned with our structure where Operations Managers own market leadership and people development.

What You'll Do

1) Leadership & Team Development

  • Lead, coach, and performance-manage CLT leaders (e.g., After Hours Manager) and the CAE (Columbia) Logistics Supervisor; provide ongoing feedback, corrective action when necessary, and build succession depth.
  • Train and mentor leaders using Dash's structured, 3-phase training program (classroom ? market shadowing ? supervised independent work) and maintain the training protocol tracker (sign-offs, comprehension checks).
  • Act as the liaison between branch leadership and executive management; foster collaboration with outer markets to ensure coverage, best-practice sharing, and clean hand-offs.

2) Operational Oversight

  • Own service execution : investigate service failures via root-cause analysis and non-conformance documentation; ensure timely customer updates and corrective actions.
  • Jump in where needed (dispatch, CSR, logistics coordination, driver coverage) to stabilize operations; coordinate long-distance and shift coverage and participate in the on-call rotation as required.
  • Ensure new business / work instructions are set up correctly with Support; enforce order-management hygiene (clear order notes, blocked / flagged cleanup, formal handoff protocols).
  • Conduct regular site / branch visits to verify standards, provide coaching, and align on performance-including periodic oversight visits to CAE.

    • 3) Training & Readiness

  • Deliver structured training on Xcelerator / MobileTek workflows, escalation paths, and customer SOP adherence; monitor effectiveness and recalibrate modules with Support.
  • Embed market-specific shadowing and practical application; require comprehension testing and sign-offs per the training protocol.

    • 4) Compliance & Safety

  • Ensure monthly vehicle compliance packets are submitted to Safety / Compliance; maintain driver files by driver number and keep them current.
  • Enforce facility and policy basics : current labor-law posters, emergency exits clear, proper HAZMAT signage, and adherence to TSA / HAZMAT and safety procedures.
  • Uphold Dash's Safety Program and escalation rules; reinforce organ-transfer and other critical-care SOP urgency and chain-of-command notifications.

    • 5) Administrative & Payroll

  • Ensure timecards from all CLT employees are submitted by Monday 10 : 00 AM; run the payroll checklist with your leaders by Tuesday 10 : 00 AM ("trust but verify").
  • Maintain accurate contact rosters for all direct reports; manage birthdays / anniversaries calendars and coordinate with designated contacts.

    • 6) Facility & Supply Management

  • Maintain cleaning, packing, and driver supplies; secure uniforms / shirts under lock and key; manage key access for after-hours.
  • Implement / maintain remote printing solutions and manage document retention (bankers boxes, 7-year retention).
  • Keep vehicle in / out checklists posted; ensure fire extinguishers are serviced and hung properly.

    • 7) Strategic & Financial Oversight

  • Create market plans aligned to company goals; forecast demand, allocate resources, and control labor / overtime while safeguarding service.
  • Monitor KPIs (on-time performance, blocked / flagged backlog, customer escalations, overtime trends, error-free paperwork) and drive continuous improvement using standard reports and handoff protocols.
  • Ensure high levels of customer satisfaction; personally resolve escalations and negotiate with vendors / service providers as needed.

    • Direct reports & scope

  • After Hours Manager ? Reports directly to the CLT Operations Manager; leads evenings / nights / weekends operations, handles escalations, and ensures service continuity during non-standard hours.
  • CAE (Columbia) Logistics Supervisor ? Reports directly to the CLT Operations Manager; runs daily CAE operations in alignment with CLT standards and participates in shared cadence (metrics, payroll checkpoints, compliance submissions).
  • Customer Service Representatives (CSR) ? Handle order entry, customer communication, and issue resolution during standard operating hours; ensure clean order notes and timely updates.
  • Dispatchers ? Manage driver assignments, route optimization, and real-time service adjustments to maintain on-time performance; execute formal shift handoffs.
  • Logistics Coordinators ? Support scheduling, route planning, and operational reporting; ensure SOP compliance and assist with escalations and blocked / flagged order resolution.

    • Tools & systems you'll use

  • Xcelerator / MobileTek, order notes standards, blocked / flagged order cleanup, and EOD / Escalation hand-off procedures.
  • SCI driver compliance (documents, expirations) and CLT / CAE Work Instructions (uniforms / ID, route oversight, paperwork timeliness).

    • What you'll bring

  • Proven leadership in logistics or last-mile operations with experience managing people, schedules, and market-level performance.
  • Strong root-cause, corrective-action, and documentation discipline (non-conformance reporting, order notes, follow-ups).
  • Fluency with Xcelerator / MobileTek and comfort working across shifts (including after-hours on-call as needed).
  • Working knowledge of DOT / TSA / HAZMAT fundamentals and safety program enforcement.
  • Clear, calm communication with customers and internal teams; good judgment about when and how to escalate.

    • Nice to have : Budget management, vendor negotiation, and cross-market coordination experience.

    What success looks like (first 90120 days)

  • On-time submission of compliance packets and clean driver files; no missed monthly deadlines.
  • Service failures have documented root cause and completed corrective actions; downward trend in blocked / flagged orders and aging escalations.
  • Training plan activated for the After Hours Manager and CAE Logistics Supervisor, with reinforcement for CSR / Dispatchers / Logistics Coordinators; training tracker in use with sign-offs and comprehension checks.
  • Overtime visible and trending under control week-to-week without eroding service.

    • Schedule & travel

    Full-time, on-site in Charlotte; flexibility for early / late coverage and on-call rotation. Periodic travel to CAE (Columbia) for oversight and coaching; additional adjacent market visits as needed.

    Compensation & benefits

    Compensation : Salary $55,000 - $65,000 per year.

    Benefits : Medical, dental, vision, life, 401(k), paid time off. Employment is at-will.

    Our commitment to equal opportunity

    Dash provides equal employment opportunity to all employees and applicants without regard to protected characteristics and applies this policy to recruitment, selection, training, pay, promotion, and all terms of employment. Reasonable accommodation is available for qualified individuals with disabilities.

    How to apply

  • Submit your application along with a brief description of why you'd be a good fit for this role.
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