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Job Description:

The Director, Operations – Contract Logistics works closely with the organization’s contract logistics customers and internal operations teams to ensure optimal service delivery and ongoing client satisfaction. An experienced operations leader with a client-centered approach, they are responsible for driving service excellence, profitability, customer coordination, and business planning for their assigned account(s). This leader is customer-facing, solutions-oriented, and brings a continuous improvement mindset to contract logistics operations.

Responsibilities:

+ Establish and execute operations plans that deliver on customer Key Performance Indicators (KPIs) and business plan objectives.

+ Implement operational best practices and lean principles across the customer’s operations.

+ Implement continuous improvement tools and processes, and develop a continuous improvement culture.

+ Establish Standard Work Instructions and drive safety and process discipline across the operation.

+ Lead customer interactions and ensure alignment in customer expectations and operational capacity.

+ Engage and collaborate with Commercial teams (Sales and Account Management) for escalations, contract discussions, etc.

+ Plan and execute complex operational startups, including service expansions and systems transitions.

+ Participate in defining key performance indicators (KPIs) and cost-to-serve models for assigned account(s).

+ Collaborate with IT, Sales, Finance, HR, and Procurement teams to deliver on operations and business plan objectives.

+ Work closely with executive leadership, providing industry, customer, and operations insights that support business growth.

+ Develop the leaders and teammates within your organization; establish clear goals for all employees and utilize organizational performance processes and tools to guide feedback and coaching.

+ All other duties as assigned to meet evolving business needs

Qualifications:

+ Education: High School Diploma or General Education Development (GED)/equivalent required; Undergraduate degree (or higher) in Supply Chain Management, Business, or a related field from an accredited college or university preferred.

+ Certification / Licensure: Lean/Kaizen/Six Sigma certifications preferred.

+ Experience: Proven experience in an operations leadership role within a contract logistics setting.

+ Expert knowledge of logistics operations, industry trends, and best practices.

+ Experience with implementing and optimizing Distribution Center (DC) processes and technologies.

+ Demonstrated ability to lead and inspire cross-functional teams.

+ Proficient in lean methodologies and tools.

+ Specialized Technology Skills: Proficiency in Warehouse Management Systems

+ Strong analytical and problem-solving skills; proficient leveraging data to inform decisions and develop solutions.

+ Excellent communication and interpersonal skills; able to quickly establish trust and communicate complex concepts across diverse audiences.

+ Demonstrated discretion and confidentiality in handling and protecting sensitive information

+ Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)

+ Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events

Forward Air is an Equal Opportunity Employer

#LI-Onsite #LI-LA1

About Us

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

About the Team