Director of Operations

Director of Operations Reports To: Vice President of Operations Position Summary The Director of Operations is responsible for the day-to-day operational leadership of Archer Cargo's freight brokerage division. This role partners closely with the VP of Operations to ensure operational excellence across customer accounts, carrier management, and account management teams. The Director of Operations will drive process improvements, strengthen carrier and customer relationships, develop standard operating procedures (SOPs), and ensure consistent execution of company service standards. The ideal candidate is a hands-on leader with a strong brokerage background who thrives in a fast-paced environment and is passionate about building scalable processes, developing people, and delivering exceptional customer service. Key Responsibilities Brokerage Operations Leadership Assist the VP of Operations in overseeing the daily operations of thebrokerage department. Monitor account manager performance, productivity, and service levels. Ensure customer shipments are executed efficiently while meeting on-time delivery and service expectations. Identify operational bottlenecks and implement solutions to improve efficiency. Develop and maintain key performance indicators (KPIs) for account managers and operations staff. Support hiring, onboarding, coaching, and performance management of brokerage personnel. Carrier Network Development Expand and strengthen Archer Cargo's carrier network across North America. Develop strategic relationships with high-performing carrier partners. Improve carrier engagement through consistent communication and service initiatives. Monitor carrier scorecards, performance metrics, compliance, and service quality. Work with carrier sales to improve carrier retention and capacity coverage. Identify opportunities to reduce costs while improving carrier service. Customer Relationship Management Build strong relationships with key customers by providing proactive operational support. Participate in customer business reviews and operational meetings. Address escalated service issues and implement corrective action plans. Collaborate with sales to improve customer retention and identify growth opportunities. Ensure customer expectations are consistently met or exceeded. Process Improvement & SOP Development Develop, document, and continuously improve Standard Operating Procedures (SOPs). Standardize operational workflows across all account managers. Identify automation opportunities within the TMS and brokerage technology platforms. Lead initiatives focused on improving service consistency, efficiency, and profitability. Ensure compliance with company policies, customer requirements, and industry regulations. Cross-Functional Collaboration Work closely with Account Managers, Team Leads, Customer Service, and Executive Leadership. Supportimplementation of new customer accounts and operational transitions. Assist with customer RFP implementations and large-scale account launches. Collaborate with asset operations when coordinating brokerage and asset capacity. Qualifications Bachelor's degree in Business, Supply Chain, Logistics, or related field preferred. 5+ years of freight brokerage or third-party logistics (3PL) experience. 2+ years of leadership or management experience within brokerage operations. Strong understanding of truckload operations including Dry Van, Reefer, Flatbed, LTL, and Specialized freight. Experience with Transportation Management Systems (TMS) and load boards. Proven ability to improve operational processes and lead change initiatives. Excellent communication, negotiation, and relationship-building skills. Strong analytical and problem-solving abilities. Ability to thrive in a fast-paced, high-volume environment. Leadership Competencies Operational Excellence Team Leadership & Coaching Customer-Centric Mindset Continuous Improvement Relationship Building Accountability Strategic Thinking Decision Makin…

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