DIRECTOR OF OPERATIONS3PL / Logistics

Role OverviewThe General Manager is accountable for the execution engine of the business—translating company strategy into consistent, measurable operational performance across freight, warehousing, and customer experience.This role owns daily performance, team accountability, and operational discipline, ensuring the business delivers on its commitments to customers, vendors, employees, and financial targets.This is a hands on leadership role focused on execution, accountability, and continuous improvement.

Key Responsibilities1.

Operational

Leadership

- Own day-to-day execution across all operating departments (Logistics, Customer Service, International Operations, Pricing and Special Commodities - Flatdeck )
- Ensure consistent, reliable service delivery aligned with company standards
- Identify bottlenecks and implement process improvements
- Drive operational efficiency and scalability

2. Team Leadership & Accountability

- Lead, coach, and hold department leaders accountable to performance expectations
- Build a culture of ownership, urgency, and follow-through
- Address underperformance directly and promptly
- Ensure clarity of roles, responsibilities, and expectations

3.

Financial

Performance

- Own operational contribution to gross margin and EBITDA targets
- Monitor and manage cost structures across departments
- Identify opportunities to improve profitability through pricing discipline and operational efficiencies

4.

Customer

Experience

- Ensure consistent, high-quality service delivery across all accounts
- Act as escalation point for key client issues
- Drive proactive communication standards across teams
- Partner with sales to support customer retention and growth

5. Process & Systems Improvement

- Drive adoption and optimization of TMS, WMS, and CRM systems
- Reduce manual processes and improve operational visibility




- Implement reporting and KPI tracking to support decision-making

6. Cross-Functional Alignment

- Align operations with sales and finance to ensure execution of business commitments
- Ensure operational readiness to support growth initiatives
- Act as a bridge between departments to drive clarity and coordination

Key Performance Indicators (KPIs)

- On-time pickup and delivery performance
- Gross margin by service line
- Operational efficiency metrics (cost per shipment/order)
- Customer satisfaction and retention
- Response and resolution times
- Employee performance and retention
- Reduction in manual processes and increased automation

Qualifications & Experience

- 5+ years in logistics or 3PL operations leadership
- Proven experience managing multi-functional teams
- Strong financial and operational acumen
- Demonstrated experience improving processes and scaling operations
- Experience with TMS, WMS, and CRM systems

Core Competencies

- Execution discipline and follow-through
- Accountability-driven leadership
- Strong operational and process-oriented thinking
- Explicit and direct communication
- Ownership mindset

What Success Looks Like (First 6–12 Months)

- Clear operational structure with defined accountability
- Measurable improvement in service consistency
- Reduction in internal friction and communication breakdowns
- Increased visibility into performance metrics
- Strengthened team performance and leadership
- Tangible improvements in margin and efficiency

Non-Negotiable Expectations

- Demonstrated ability to commit to deadlines and deliver on time
- Proven track record of holding teams accountable to performance standards
- Proactive approach to identifying and solving operational challenges
- Experience building structure, process, and clarity within operations

Reporting Structure

- Reports To: President
- Direct Reports: Department leaders across operations (Logistics, Customer Service, International Operations)

Radius Logistics “Certainty Delivered.”

📌 Director of Operations (Surrey)
🏢 Radius Logistics
📍 Surrey