Part of a team focused on standardizing operational SOPs through understanding client expectations, designing and implementing operational solutions, coaching, and reviewing key performance indicators to measure success and identify opportunities for continuous improvement, in partnership with Operations. The OES develops, teaches, and implements analytical as well as technical support pertaining to Last Mile daily operations.

　　ESSENTIAL FUNCTIONS:

　　Monitor the daily staging of delivery product and warehouse employees

　　Develop relationships with general managers and retail client team members to assist with member needs and team issues

　　Ensure routes are effectively audited daily and weekly through ride behinds and route monitoring

　　Monitor the A.M. and P.M. process to ensure timely loadout process and check in process

　　Collaborate with Field Capacity Specialists and HUB leadership to identify delivery failures to build coaching opportunities with the end goal being improving overall weekly, monthly and quarterly metrics

　　Evaluate existing client and company SOPs to develop training content to deliver to the field through company resources, i.e. LMS (Learning Management System) and monitor operational completion rate

　　Develop and conduct teaching and training to support operations, account management, and the client(s)

　　Develop pre and post trip reports for HUB visits and present findings to HUB and regional leadership

　　Conduct HUB audits to determine areas of operational opportunities to include but not limited to;

　　Receiving processes

　　Returns processes

　　Physical Inventory

　　Routing Efficiencies

　　Safety and Inventory Loss Prevention

　　Consistently review and analyze IDLS reporting to identify areas of concern. Develop, implement and track improvement plans.

　　Assist with new client onboarding/hub openings to include;

　　Reviewing client specific MSA or SOW to develop and teach new staff and drive teams in client expectations

　　Communicate and train with HUBs that service similar clients in an effort to standardize process companywide

　　Schedule bi-weekly client business reviews with Account Manager(s) to receive updates on client changes in an effort to improve speed to market for process change

　　Attend business development calls with Sales and Operations in an effort to support business growth

　　Review and understand company goals and objectives, while driving operational execution and excellence at the hub levels to support operational objectives

　　Review and monitor operational KPIs (Key Performance indicators) for all clients, review HUB performance, and recommend actions to maintain and improve

　　Other duties as assigned

　　Required Skills

　　Must have strong interpersonal skills

　　Strong critical thinking and analytical skills

　　Proficient problem solving skills

　　Ability to conduct phone calls professionally and efficiently

　　Metrics driven

　　Ability to coordinate and manage projects

　　Self-starter

　　Strong verbal and written communication skills

　　Intermediate to advanced skills in MS Office Suite

　　Leads by example

　　Effective influencing skills to be able to lead without position power

　　Demonstrate FIDELITONE’s values (Client Centric, Accountability, Collaborative and Dynamic) and promote/recognize them throughout the organization

　　Required Experience

　　Undergraduate degree in business or a related field preferred

　　3+ years in operations management experience

　　Some experience in logistics and supply chain services environments, either with a third-party logistics provider or for a company heavily involved in this area required