Weekend Operations Lead

Location: Scottsdale, AZ OR Remote (Hybrid Preferred)

Hybrid In-Office Preferred: 2x days per week in Scottsdale HQ (Fri and Mon)

Schedule: Friday–Monday, 7:00 AM–5:00 PM MST

Role Summary
The Weekend Operations Lead is responsible for ensuring smooth operations and successful execution for all Emerge shipments picking up, delivering, or in transit over the Weekend. This role manages offshore operations teams, owns all weekend communication with carriers and customers, and makes real-time decisions to ensure flawless service. The ideal candidate is decisive, organized, and capable of independently running high-volume operations during critical coverage windows when weekday teams are offline.

Key Responsibilities

• Offshore Team Leadership & Performance Management
  
  1. Conduct daily check-ins with offshore operations teams, to ensure the team is aligned to priorities, coverage, and daily workload.
  2. Manage offshore coverage schedule, bandwidth and resource allocation.
  3. Monitor productivity, accuracy, and SLA compliance; coach and course-correct in real time.
• Decision-Making & Problem Resolution
  1. Act as the primary decision-maker for weekend operations, including:
     1. Managing Service risks - including bounces and recoveries, appointment re-scheduling and rolling of shipments
     2. Approving weekend pricing and rates
  2. Identify and escalate only the highest-risk issues to weekday leadership with clear documentation.
• Weekend Shipment Execution (Pickup → Delivery → In-Transit)
  1. Own all active shipments over the weekend from pickup through delivery.
  2. Responsible for providing tracking updates, accessorial management, escalation handling, and shipment rescheduling.
  3. Proactively identify service risks and communicate solutions to internal teams and customers.
  4. Own time-sensitive Expedited and White-Glove Dedicated freight, ensuring flawless execution for some of Emerge’s most important and high-visibility customers.
• Shared Inbox Management (Customer + Carrier)
  1. Manage all weekend communication - phone and email, inbound and outbound, for both Customers and Carriers - vis shared inboxes in email tool Front.
  2. Ensure all customer and carrier communication is timely, complete, and professionally handled.
  3. Reduce Monday backlog by fully resolving weekend inbound volume.
  4. Responsiveness is critical — this role is accountable for meeting all response-time SLAs across both individual and offshore team communication.
•  Weekend Load Booking & Coverage
  1. Support regional Carrier Sales and Ops teams by booking loads picking up over the weekend or early Monday.
  2. Expected to book 50–100 loads per month

 

Success Metrics (KPIs)

• Weekend Service Performance: OTP % // OTD % // Bounce % // GPS Tracking %
• Communication SLA Adherence: Email Response Time // Phone Call Answer Rate
• Decision Making: spot quoting, rate approvals, bounce & recovery, re-scheduling and rolling shipments
• Offshore Rep Performance: activity/productivity, adherence to SLA’s, tracking data entry accurate
• Capacity Sourcing: Loads booked (Weekend & Monday PU’s only)

 

Required Skills & Experience

• 2–4+ years in freight brokerage, carrier operations, transportation management, or similar.
• Strong knowledge of TMS workflows, shipment lifecycle management, and time-sensitive operations.
• Experience managing offshore or distributed teams (preferred).
• Excellent judgment and comfort making operational decisions independently.
• Strong written and verbal communication skills
• Intermediate Skills using Excel or Google Sheets strongly preferred
• Ability to work in a fast-paced environment with high accountability.
• Weekend and non-standard schedule commitment required.

 

Preferred Skills

• Experience using Front (email), P44, Highway, Slack or Teams, and Data Visualization tools such as Sigma or Power BI.
• Prior team lead, supervisor, or informal leadership experience.
• Familiarity with Emerge’s operating model, customers, and service expectations.
• Ability to manage high-volume operational workflows with precision and urgency.