Manager, Operations

Work arrangement: On-Site Position Overview The Manager, Operations is responsible for driving operational excellence and efficiency across our service areas. This role leads and develops a diverse team to ensure effective decision-making and high-quality service delivery. By overseeing day-to-day operations, managing escalations, and supporting continuous improvement, this role ensures seamless execution of logistical processes while maintaining a strong focus on service and customer outcomes. This role is aligned to the customer service and solutions side of third-party (brokerage) operations, supporting issue resolution, service coordination, and agent/customer support. This is an on-site position based in Fenton, MO. What You’ll Do: Oversee day-to-day operations, ensuring timely order processing, cost-effective loading, and adherence to delivery schedules Resolve order issues and coordinate with dispatchers and van operators to maintain service continuity Manage escalations and logistical challenges to support strong customer and agent outcomes Monitor performance and support agents in improving service quality and operational effectiveness Ensure compliance with company policies and regulatory requirements; identify and communicate areas of non-compliance Partner with agents to identify opportunities for improvement and support effective planning and problem resolution Drive departmental KPIs by improving processes, refining workflows, and enhancing team performance Lead, coach, and develop team members while fostering accountability and engagement Support budget preparation and maintain appropriate fiscal controls Provide input into pricing decisions and recommend process and policy improvements Handle additional responsibilities as needed to support departmental objectives What We’re Looking For: Required Bachelor’s degree in a related field or equivalent experience 3–5 years of experience in operations, logistics, transportation, or a related field Experience leading or supporting teams in a fast-paced, service-driven environment Strong problem-solving and decision-making skills Ability to manage escalations and balance competing priorities Strong communication and relationship-building skills Nice to Have Experience in brokerage or third-party logistics environments Experience working with agents or external partners Exposure to KPIs, performance metrics, and operational reporting Experience supporting customer service or solutions-oriented teams Benefits & Work Environment: Comprehensive health, dental, and vision insurance 401(k) retirement plan with company match Generous paid time off, holidays, and personal leave Life insurance, disability coverage, and employee assistance programs Professional development and growth opportunities Collaborative, team-oriented culture within a respected leader in the moving and logistics industry Work Authorization Candidates must be legally authorized to work in the United States on a permanent basis. UniGroup is unable to provide visa sponsorship or employment authorization support now or in the future.