Operations and Dispatch Manager (Van Line and Local Experience Required)

Job Description

Job DescriptionOperations and Dispatch ManagerLocation: Clinton, MA (On-site) Reports To: COO Department: OperationsPosition SummaryThe Operations and Dispatch Manager is responsible for the day-to-day operational performance of the agency's moving and storage business, overseeing both van line (interstate/long-haul) and local moving operations. This role directs dispatch, crew scheduling, equipment utilization, and driver management to ensure every shipment is executed on time, on budget, and to the highest service and safety standards. The Operations and Dispatch Manager balances the distinct operational rhythms of long-haul van line work and local/intrastate moves, while leading a team of dispatchers, drivers, helpers, and warehouse staff on-site in Clinton, MA.Key ResponsibilitiesDispatch & Daily OperationsPlan, schedule, and dispatch daily local moves, long-distance van line shipments, packing crews, and delivery/pickup runsOptimize crew assignments, truck utilization, and routing to maximize efficiency and minimize overtimeCoordinate van line shipments with the booking van line (e.g., Allied, North American, United, Atlas, Mayflower) - managing registrations, hauling assignments, SIT (storage-in-transit), and interline deliveriesMonitor real-time job progress, proactively adjusting plans when jobs run long, crews are delayed, or equipment issues ariseEnsure accurate job documentation: bills of lading, inventories, weight tickets, trip sheets, time records, and customer signaturesManage driver check-ins/check-outs, trip paperwork review, and settlement processes for owner-operators and company driversVan Line OperationsServe as the primary operational liaison with the van line corporate office, agents, and other network agentsManage outbound and inbound interstate shipments, including hauling, origin/destination services, and third-party coordinationOversee compliance with van line tariffs, service standards, and performance metrics (on-time pickup/delivery, claims ratio, survey scores)Coordinate COD, National Account, GSA/military, and corporate relocation shipments per client-specific requirementsWork with Project Coordinators and booking agents to ensure accurate job setup, pricing, and service deliveryLocal Moving OperationsManage local and intrastate Massachusetts moves, including residential, small commercial, and specialty movesEnsure compliance with Massachusetts DPU (Department of Public Utilities) regulations governing intrastate household goods moves, including tariff adherence, required documentation, and consumer protection requirementsBuild and manage local crew rosters, including full-time movers, seasonal staff, and temporary labor as neededOversee local estimating support, job costing, and crew productivity benchmarksTeam Leadership & Workforce ManagementSupervise dispatchers, drivers, crew leads, packers, helpers, and warehouse staff based in ClintonRecruit, hire, onboard, and train operational staff; manage performance reviews, coaching, and corrective actionPlan staffing levels for peak season (May-September) and manage labor ramp-up/ramp-downFoster a safety-first, team-oriented culture with clear accountabilityConduct daily huddles and weekly operations meetings to align the team on priorities and performanceFleet, Equipment & Warehouse OversightOversee the tractor, straight truck, trailer, and van fleet - including DOT compliance, preventive maintenance, inspections, and repairsManage equipment assignments and ensure trucks are road-ready, clean, and properly stocked (pads, dollies, straps, materials)Partner with the warehouse supervisor on SIT, permanent storage, receiving, loading/unloading, and inventory accuracyManage operational supplies, packing material inventory, and equipment purchases within budgetSafety, Compliance & Risk ManagementEnsure full compliance with DOT, FMCSA, Massachusetts DPU, and OSHA regulationsManage driver qualification files, hours-of-service (HOS/ELD) compliance, drug & alcohol testing programs, and CDL requirementsLead safety training programs, tailgate talks, and incident investigationsMinimize cargo claims, accidents, and workers' compensation incidents through proactive coaching and process disciplinePartner with HR and the safety team on incident reporting, root cause analysis, and corrective actionFinancial Performance & ReportingManage operations to meet or exceed revenue, margin, labor cost, and productivity targetsControl operational expenses: labor, fuel, maintenance, subhaul, temp labor, and materialsReview and approve driver/crew payroll, owner-operator settlements, and third-party/agent invoicesAnalyze operational KPIs - on-time performance, revenue per crew hour, claims ratio, customer survey scores, utilization - and drive continuous improvementPrepare operational reports for the General Manager and ownershipCustomer Service & QualityPartner with Project Coordinators, sales, and the claims team to ensure a seamless customer experienceResolve escalated operational issues quickly and professionallyPersonally engage on high-profile, VIP, or complex shipments when neededDrive customer satisfaction scores and reduce claims through crew training, proper equipment, and disciplined processesRequired Qualifications5+ years of progressive operations/dispatch experience in the moving and storage industry, with demonstrated experience in both van line (interstate) and local moving operations - this dual experience is essentialWorking knowledge of van line systems, tariffs, and agent networks (Allied/NAVL/SIRVA, United/Mayflower, Atlas, Wheaton, etc.)Working knowledge of Massachusetts DPU regulations and New England local moving marketStrong understanding of DOT/FMCSA regulations, HOS/ELD compliance, and driver qualification requirementsProven leadership experience managing dispatchers, drivers, and crews (15+ direct/indirect reports)Proficiency with move management and dispatch software (MoversSuite, CompuMove, MoveHQ, or equivalent)Strong analytical skills with the ability to manage to KPIs and budgetsExcellent communication, problem-solving, and decision-making skills in a fast-paced environmentAbility to work on-site in Clinton, MA, with flexibility during peak season (extended hours, occasional weekends)Valid driver's license; CDL a plus but not requiredPreferred QualificationsExperience with corporate relocation, national accounts, and/or GSA/military (DP3) shipmentsExperience managing warehouse and SIT operationsBilingual (English/Spanish or English/Portuguese) a plus given the local labor marketCertified Moving Consultant (CMC) or similar industry credentialsWorking ConditionsOn-site position based in Clinton, MA - not remote or hybridMix of office, warehouse, and yard environmentsPeak season (May through September) requires extended hours and occasional weekend availabilityOccasional travel to customer sites, agent locations, or van line meetingsKey Performance IndicatorsOn-time pickup and delivery performanceRevenue per crew hour / labor cost as % of revenueClaims ratio and average claim costCustomer satisfaction / NPS scoresSafety metrics (DOT recordables, workers' comp incidents, preventable accidents)Driver and crew retentionEquipment utilization and maintenance compliance