Director, Operations - Contract Logistics

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

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 al