Assistant Manager

Assistant Manager 3.5 3.5 out of 5 stars

Normal, IL Job Description:

Home Delivery Operations Manager Position Overview The Home Delivery Operations Manager oversees all aspects of last‑mile delivery operations, ensuring timely, accurate, and customer‑focused delivery of products to residential customers. This role is responsible for managing delivery teams, optimizing routing and logistics, maintaining performance standards, implementing operational improvements, and ensuring compliance with safety and service protocols. Key Responsibilities Operational Leadership Oversee daily home delivery operations, including routing, dispatch, scheduling, fleet coordination, and delivery team management. Monitor delivery performance metrics (on‑time delivery, first‑attempt success rate, order accuracy, customer satisfaction scores). Ensure smooth coordination between warehouse, transportation, customer service, and delivery partners. Team Management Lead, train, motivate, and evaluate delivery personnel, dispatchers, and support staff. Partner with HR to hire and onboard new employees or contractors. Maintain a culture of safety, accountability, and high performance. Process & Performance Optimization Analyze delivery routes, workflows, and cost drivers to identify efficiency improvements. Implement standardized operating procedures for last‑mile operations. Utilize routing software, telematics, and delivery management systems to improve accuracy and reduce delays. Customer Experience Resolve escalated delivery issues, service failures, and customer complaints. Collaborate with customer service teams to enhance communication and post‑delivery follow‑up. Maintain high service standards aligned with company expectations. Compliance & Safety Ensure compliance with DOT regulations, company fleet policies, and all safety standards. Conduct regular audits and inspections of vehicles, equipment, and delivery practices. Maintain accurate logs, performance reports, and compliance documentation. Budget & Vendor Management Manage departmental budget, delivery costs, and contractor/3PL expenses. Negotiate and oversee relationships with third‑party logistics providers when applicable. Track and forecast operational costs and resource needs. Qualifications Required 3-5 years of experience in delivery operations, logistics, supply chain, or related field. Proven leadership experience managing teams in a fast‑paced operational environment. Strong understanding of last‑mile logistics, routing, and dispatching systems. Excellent problem‑solving skills and the ability to make quick, data‑driven decisions. Strong communication and organizational skills. Proficiency with logistics software (e.g., routing tools, TMS, fleet management systems). Preferred Bachelor's degree in supply chain, logistics, business administration, or a related field. Experience with home delivery in retail, grocery, e‑commerce, or transportation. Familiarity with telematics, GPS systems, and real-time tracking technologies. Lean, Six Sigma, or process‑improvement certification. Key Competencies Leadership & team development Customer‑focused mindset Analytical and data-driven Process optimization Operational planning Conflict resolution Adaptability & resilience