VP of Final Mile Operations

This role has the ability to be domiciled out of any of our major markets (TX, OK, NC, SC, FL), but preference will be given to candidates residing in the Texas markets, specifically Dallas, Austin or Houston. Regular travel will be expected between field operations across the network.

SUMMARY

The Vice President of Final Mile Operations is responsible for the overall performance, profitability, quality, and operational leadership of the Company's final mile delivery network. This leader owns operational execution across all markets, ensuring strong customer satisfaction, network capacity, regulatory compliance, and financial performance. Serving as the senior operational leader for a geographically dispersed organization, the Vice President drives consistent execution, operational standards, and continuous improvement across the network. This role is accountable for delivering scalable growth while ensuring the organization consistently meets client expectations. The successful candidate is a field-oriented operator who combines strong financial acumen, data-driven decision making, and leadership capability to develop high-performing teams and build a culture of accountability and Operational Excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Performance & Quality

• Provide strategic leadership and operational oversight for warehouse, transportation, and delivery operations across the network.
• Own service performance across the network, including on-time delivery, completion rates, damage-free delivery, and Customer Satisfaction.
• Establish and maintain service, quality, and performance standards across all markets.
• Lead operating reviews and performance management processes to ensure accountability, consistent execution, and achievement of client service requirements.
• Maintain a disciplined approach to identifying and resolving service failures, customer complaints, claims, and performance issues.
• Lead initiatives focused on reducing damages, claims, delivery exceptions, and customer escalations.
• Ensure effective performance governance through KPI management, reporting, trend analysis, and operational visibility.
• Partner with cross-functional teams to strengthen operational controls, mitigate risk, and ensure adherence to all regulatory, client, and company requirements.

Financial Performance

• Own the operating profit and loss statement, including revenue, direct costs, contribution margin, and annual budget performance.
• Maintain a comprehensive understanding of unit economics and the factors influencing business performance.
• Partner with Finance on forecasting, budgeting, financial performance management, and profitability analysis.
• Identify opportunities to improve profitability and address performance gaps.
• Drive profitable growth while balancing client requirements, service performance, and operational efficiency.

Contractor Network Management

• Ensure sufficient qualified delivery capacity exists across all markets, including peak season planning and contingency coverage. Partner with Fleet Support Services to support local market recruiting and onboarding efforts that maintain a strong contractor pipeline.
• Model and ensure strong adherence between local operations and Fleet Support Services to maintain compliance with all contractor requirements, including contractual, licensing, insurance, screening, authority, and equipment standards.
• Execute contractor settlement, compensation, and incentive programs while providing operational feedback to improve contractor performance and network capacity.
• Lead contractor retention and engagement efforts that support network stability, capacity reliability, and market performance.
• Partner with cross-functional teams to ensure contractor activities align with established policies, compliance requirements, and the independent contractor business model.

Continuous Improvement

• Lead the organization's continuous improvement strategy and drive a culture of operational excellence across the network.
• Establish and maintain operational standards that promote consistency, scalability, and accountability across all markets.
• Leverage data-driven problem solving and continuous improvement methodologies to address performance gaps and improve business results.
• Drive the evaluation, implementation, and adoption of operational tools, systems, and technologies that enhance efficiency, visibility, and customer experience.
• Drive operational excellence through safe, efficient, and compliant execution, ensuring service commitments, customer expectations, and financial objectives are consistently achieved.

Client Partnership & Growth

• Serve as the senior operational point of contact and escalation authority for key customer relationships.
• Build trusted partnerships with client leadership teams through transparency, responsiveness, and consistent execution.
• Lead client business reviews and strategic operational discussions, presenting performance results, corrective actions, and improvement opportunities.
• Partner with Business Development and Implementation teams to support customer retention, new implementations, operational expansions, and growth initiatives.

Leadership & Talent Development

• Build and develop high-performing leaders and teams, fostering a culture of accountability, ownership, collaboration, continuous improvement, and measurable results.
• Strengthen organizational capability through succession planning, talent development, employee engagement, and change leadership strategies that support long-term growth.
• Promote cross-functional partnership and alignment across the organization to drive operational excellence, customer success, and business performance.

QUALIFICATONS
To perform this job successfully, an individual must be able to perform each essential duty consistently and satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

Bachelor's degree in Supply Chain, Logistics, Business Administration, Engineering, or a related field, or equivalent operational leadership experience. Ten or more years of leadership experience in transportation, logistics, supply chain, or related operational environments, including multi-site operations, geographically dispersed teams, and P&L ownership. Experience leading operations supported by independent contractor delivery networks required. Final mile or home delivery experience and experience in big-and-bulky delivery environments are strongly preferred. Lean, Six Sigma, or equivalent continuous improvement certification preferred. Experience launching new markets, facilities, major customer programs, or operations supporting national retailer scorecard programs preferred.

Knowledge, Skills & Abilities:

• Strong operational leadership in complex, geographically dispersed environments.
• Demonstrated financial acumen and understanding of operational performance drivers.
• Ability to utilize KPIs and data to drive business results.
• Knowledge of transportation, warehouse, routing, dispatch, and performance management technologies.
• Experience leading continuous improvement initiatives.
• Ability to develop high-performing leaders and teams aligned to the Company's 4 Pillars of Excellence.
• Knowledge of contractor network operations and compliance requirements.
• Strong customer focus and relationship management skills.
• Ability to lead change and build cross-functional partnerships.
• Commitment to safety, quality, service, and profitability.

Travel:

Ability to travel regularly as needed to support field operations.

PHYSICAL/ENVIRONMENTAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity Level:

While performing the duties of this Job, the employee may be required to sit or perform moderately labor intensive tasks. Must be able to occasionally lift and/or move up to 25 pounds. Occasionally required to reach with hands and arms.

Working Conditions:

Includes climate controlled office environments and warehouse environments that are may, or may not, be climate controlled. Noise levels in the work environments are commensurate with an office (usually moderate) or a warehouse (typically moderate with the sounds of equipment operating). Exposure to varying noise levels and temperatures may exist.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.