Director of Operations (Freight Brokerage)
Serve FreightLocation: Remote or hybrid in Cleveland, OH (Independence, OH) Reports to: Founder/CEO Type: Full-Time, Salaried Compensation: $80,000 to $100,000 base plus 15% bonus tied to performance metrics Relocation: Relocation assistance available for the right candidate This is an immediate hire. We are actively interviewing and will move quickly for the right candidate. Why This Role Most operations roles in freight hand you an existing system and ask you to maintain it. This one is the opposite. You are building the operating system for a brokerage that is scaling fast, and you have a CEO who wants you to own it. In your first 90 days you will see be able to tangibly feel the difference you are making in the organization. In your first year you will have built the playbooks, the cadence, and the team standards that the company runs on for the next phase of growth. The work is visible, the impact s measurable, and the opportunity for growth is real. If you are an operator who has been waiting for a seat where you build the engine instead of inheriting one, this is that seat. About Serve Freight Serve Freight is a third-party logistics provider specializing in high-stakes, time-sensitive, and complex shipments. We are building a multi-division logistics platform with a freight brokerage that runs like a machine. Serve Freight is a founder-driven company with a clear vision and an accelerating growth curve. The company runs on high standards, a bias for pace, and a genuine willingness to invest in the people who help build it. You will work directly with leadership on the operational decisions that shape where the business goes next. Location Flexibility We are open to the following arrangements, in order of preference: • On-site or Hybrid in Cleveland, OH or Asheville, NC • Fully remote for exceptional candidates with a strong record of operating remotely in a freight brokerage environment The Role As the Director of Operations (Brokerage), you will play a central role in scaling Serve Freight's operational infrastructure and execution quality. You will work directly alongside the CEO and leadership team to build, document, and run the systems that power every operational function in the company. Your primary job is building and running the internal engine that makes everything work seamlessly. SOPs, process flow maps, training programs, operational playbooks, KPI ownership, and accountability systems across carrier sales, account management, and operations support. This role is for an operator who doesn't just build the engine but can squeeze every ounce of horsepower out of it for consistent results. You are comfortable recording a Loom walkthrough for track and trace, designing a process flow map in Miro, pulling a report on quote response time, and coaching a CSR on performance standards, all in the same afternoon. Role and Responsibilities • Own and continuously improve the end-to-end operational workflow, from quoting through delivery, identifying bottlenecks, eliminating inefficiencies, and driving measurable outcomes across the brokerage. • Enforce the quoting and load lifecycle workflow as the operational standard and hold the line on process adoption. • Design, document, and implement SOPs, process flow maps, and operational playbooks that create consistency, reduce errors, and enable the team to scale without sacrificing service. • Build and maintain training and development materials for all carrier sales and operations support staff, ensuring every team member has clear guidance, knows the standard, and can execute independently. • Provide hands-on operational leadership to the carrier sales and operations support teams, setting expectations and driving continuous improvement. • Own internal operational KPIs (margin per load, on-time performance, quote response time, invoice accuracy, claims rate, SLA adherence), proactively raising issues and executing fixes before they become customer or carrier-facing problems. • Lever…