Area Operations Manager - Jacksonville, FL (Large Package Division) - BLUE STREAK COURIERS

About Blue Streak:

Blue Streak Couriers is a leading provider of customized transportation and delivery solutions, specializing in last-mile delivery services. We are committed to ensuring timely, reliable, and efficient deliveries that meet the unique needs of our customers. With a focus on operational excellence and customer satisfaction, Blue Streak partners with a network of skilled independent contractors and dedicated employees to deliver exceptional service. Our team-driven culture promotes growth, innovation, and continuous improvement, making Blue Streak a great place to build a rewarding career.

Blue Streak began in 1984 as a small courier in Jacksonville, Florida. In its early years, the company operated mostly in northeast Florida, offering same-day delivery service to local businesses and organizations. From its origin, Blue Streak has maintained its dedication to offering the most professional, reliable, and friendly service to its customers.

In 2005, Harold Boyett, a 20-year UPS employee, became the new owner of Blue Streak Couriers. He saw great potential for the small courier to become a multi-state, versatile logistics company. With more than a decade of management in transportation under his belt and an enthusiastic devotion to enhancing and expanding a small business, Boyett set forth on his mission to transform Blue Streak into a southeastern regional carrier.

In addition to expanding geographically in the past decade, Blue Streak has also widened the scope of industries it serves. Initially, the courier company worked mostly with banks, moving deposits and documents throughout the city. Now Blue Streak serves a much greater variety of customers, including medical labs, restaurants suppliers, and final mile logistics.

Boyett attributes the company’s success to its steadfast, hard-working team – some of whom have been at Blue Streak as long or longer than he has. “I am fortunate to work with a wonderful group of individuals who offer their amazing talents and dedication every day. Together, we strive to bring our customers the most innovative and reliable service possible.”

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Mission:

To provide a trusted, customer service, logistics, and technology solution.

Vision:

Blue Streak will create a reliable logistics network which empowers businesses and individuals to connect, prosper, and thrive.

Values:

Our COMMITMENT is to DELIVER the following VALUES in everything we do:

We deliver EXCELLENCE

We are dedicated to delivering excellence that goes beyond the ordinary, setting new standards of customer service, reliability, speed, and professionalism in everything we do.              

We deliver SAFETY

We care for our people. Their health and well-being is of critical importance to our company, for without them, we simply can’t provide service. Our culture must exemplify the commitment to maintaining a safe work environment not only in our facilities, but as well as in the communities we serve.                          

We deliver INNOVATION          

We embrace innovation to optimize our operations, ensuring faster and more sustainable delivery solutions for our customers, as well as developing robust, data rich technology solutions for all.       

We deliver TRUST         

We are more than just a courier company; we aim to be the trusted partner that anticipates and fulfills the evolving needs of our diverse clientele, using a customer-centric approach in our decision making. We build our reputation on transparency, honesty, and ethical conduct           

We deliver LOYALTY    

We value loyalty so much that it is woven directly into our name, as the color blue is associated with the characteristic of loyalty. We are loyal to our drivers. Our drivers are loyal to our customers. Our customers are loyal to us.                                                                                                                                                                                                                                                                                                        

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Job Description

Job Title: Area Operations Manager, Large Package

Reports To: Director of Operations

Department: Operations

Location: Jacksonville, FL 32254

Summary: While job duties may vary over time, the primary responsibility is to provide customer service through operational leadership within a specific geographic area. You will utilize with both independent contract drivers and hourly workforce to ensure the execution of daily deliveries, tasks, and activities in a manner consistent with company services and cost objectives. A clear understanding of the difference between independent contractors and employee drivers is critical. The Operations Manager should monitor service levels provided by the independent contract drivers to ensure parameters of orders are met, as specified by customer expectations and requirements. It is the responsibility of the manager to ensure a safe work environment for administrative personnel, warehouse personnel, and independent contract drivers. Contractor revenue per mile maximization and overall contactor route optimization to result in revenue maximization are a requirement of this position. In addition, this role requires engagement in prospecting, interviewing, selecting, and contracting with independent contractors, or hiring employees, as the operational needs of the area warrant.

This is a Salary Exempt Position. Salaried Exempt employees, who are, by definition, exempt from receiving overtime wages pursuant to federal and state law, are expected to work the hours required to achieve their individual and/or team goals established in partnership with, and as a member of management. Exempt employees will maintain a normal weekly schedule reporting to work no later than 7:30am unless the Exempt employee chooses to use scheduled PTO. Exempt employees are to work a minimum of 55 hours weekly. The Business needs will dictate that an Exempt employee may need to work outside normal hours or in addition to their normal weekly schedule. This will include travel, special events and training. If an emergency or urgent issue(s) arise outside of the normal working schedule, Exempt employees are expected to respond in a prompt and timely manner to phone calls and/or texts and respond to urgent emails no longer than by end of day.

Essential Duties and Responsibilities include, but are not limited to, the following. Other duties may be assigned as necessary, and this is a non-exhaustive list:

• Overall:
  • Develops a Customer Service focus by delivering every package, on time, every day.
    • Ensures all packages are off the dock by 9am.
    • Executes a game plan for any package/route left in the building after 9am.
    • Communicates effectively about any undeliverable packages.
    • Ensure customers are communicated to in a quick and timely manner.
  • Develops solutions that leverage the company’s volumes, systems and partnerships while providing consistently high levels of customer service in a cost-effective manner.
  • Identifies and prioritizes logistical needs and communicates recommendations to upper management to achieve fiscal goals as well as execute daily delivery expectations.
  • Monitors paid percent to contractor and works to reduce those costs.
  • Provides data and recommendations on route analysis, rerouting, cost, and usage alternatives.
  • Responsible for key metrics such as On Time Performance, open orders, signature capture, OSD, bar code scans, PODs, open forms completion, Return Authorizations, and the use of status codes.
  • Follow the company’s vision and communicate daily with contractors to execute the company’s goals.
  • Ability to deviate from daily tasks to immediately react to and effectively handle any unexpected issues that arise.
  • Proactively responds to requests, concerns, and issues from all parties (customers, employees, contractors, Management, and other Blue Streak departments)
  • Communicates effectively by monitoring and responding timely to email, texts, and phone calls.
• Blue Streak Employees:
  • Read the employee handbook annually and understand requirements of our staff.
  • Train, supervise and hold accountable Blue Streak staff (where applicable)
  • Ensure all associates have a strong understanding of how their daily work relates to overall business objectives.
  • Establish and ensure staff performance standards are specific, measurable, and communicated effectively.
  • Interview potential hourly associates and provide recommendations for hire.
  • Monitor attendance, productivity, hours worked, lunch breaks, DOT compliance, and other performance standards; provide coaching and counseling as needed such as corrective actions.
  • Ensure everyone has reviewed and signed the safety manual and are following safe work habits.
  • Motivate and engage associates by focusing on team accomplishments and recognition.
  • Write and conduct performance reviews at 90 days and again annually.
• Independent Contractors:
  • Read and understand the annual contract.
  • Interview contractors regularly, you should have a pool of drivers even if your routes are currently full.
  • Ensure all new contractors are on-boarded properly (best practices provided; background completed and passed; correctly set up in internal systems, all documentation is complete accurate, to company standards and turned in, update as needed)
  • Ensure all contractors and their subcontractors are in uniform with an ID badge, daily.
  • Ensure contractors provide perfect service commitment.
  • Evaluate and monitor to ensure mobile technology is being optimized by contractors.
    • Ensure barcodes are scanned at all critical milestones of the delivery cycle.
    • Ensure signature is captured (along with clarifying text) for proof of delivery.
    • Ensure all pertinent documents are attached to orders.
    • Ensure VPOP and VPOD are done correctly.
  • Evaluate, monitor, and maximize revenue per mile for independent contractors while still expecting the highest quality of service from the contractor.
  • Monitor route alignment across the network/ route optimization.
  • Assign new scheduled/templated orders to appropriate contractor.
  • Ensure route coverage is in place for open or vacated routes.
  • Ensure low turnover / optimal contractor selection.
  • Assist with the screening of prospective IC candidates including final screening interview, in person in local area, and complete the Manager interview document.
  • Hold contractors accountable to agreed-upon contractual terms and conditions including all customer requirements.
  • Negotiate with contractors on commissions. Significant negotiations or permanent changes need to be reported to contractor compliance.
  • Work to replace problem and or high expense contractors to make your area more profitable.
  • Annually assist with the collection of contracts, ensure they are correctly filled out initialed and signed and returned on time.
  • Assist with the collection of required insurances during renewals and audits.
• Finance
  • Understand the relationship between decision-making and profitability.
  • Closely manage Blue Streak staff’s working hours and activities to minimize overtime and to meet or exceed productivity targets.
  • Monitor monthly P&L statements and consistently look for areas of improvement.
  • Monitor the IC negotiations log report and proactively look for ways to reduce costs.
  • Evaluate routes and zip code maps periodically to increase route density and increase/decrease contractors to increase overall profitability.
• Reporting
  • Utilize KPI (Key Performance Indicators) to improve overall performance financially and operationally.
  • Prepare and review reports for department.
  • Participate in, and report during management conference calls.
    • Review staffing and personnel needs for direct reports and contractors in their area of responsibility.
  • Meet with the Director of Operations Manager to review pertinent issues and needs.
  • Effectively uses technology needed to run your operation.

• Customer service
  • Meet with business development personnel and/or customers to ensure successful implementation of new customers.
  • Support business development goals by ensuring contractors are aware of the customer’s expectations and SOP and the work is being completed within the planned profit margin.
  • Meet with existing customers to ensure expectations are being met and/or resolve service issues at an operational level.
  • Solicit new business when you can to grow your area and increase sales revenue.
  • Do site visits as needed for new customers and existing customers to address needs and concerns.
  • Understands our white glove and desktop deliveries.
  • Ensures every package is delivered on time in a professional and courteous manner.
• Safety
  • Maintain Blue Streak facilities according to code and Blue Streak standards.
  • Maintain Blue Streak facilities in “audit ready” condition by conducting weekly, monthly, quarterly, and yearly audits:
    • Fire safety
    • Safe work environment
    • OSHA compliant environment
  • Maintain Blue Streak employee safety records in “audit ready” condition by conducting applicable training, audits, and retraining:
    • Fire safety
    • Safe work environment
    • OSHA compliance
    • Injury reporting
    • DOT Hours
    • Safe driving
  • Provide regular On Job Supervision for employees to ensure they fully understand Blue Streak’s established safe work and driving methods.
  • Discuss safety with contractors at every meeting and at a minimum on a quarterly basis.
• Fleet/Assets
  • Properly plan work assignments to ensure effective use of fleet equipment.
  • Work with hourly associates to ensure they understand safe and efficient operation of equipment.
  • Work with vendors to ensure equipment is maintained.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

· Analytical - Designs workflows and procedures.

· Design - Generates creative solutions; Demonstrates attention to detail.

· Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.

· Technical Skills - Strives to continuously build knowledge and demonstrate skills; Shares expertise with others; This may include, but is not limited to, being proficient in Microsoft Word, Microsoft Excel, Mapping Software, and current Blue Streak courier dispatch software.

· Interpersonal - Maintains confidentiality.

· Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.

· Written Communication - Writes clearly and informatively; Able to read and interpret written information.

· Delegation - Delegates work assignments; Sets expectations and monitors delegated activities; Provides follow up on results, as well as accountability to shortfalls.

· Managing People - Makes self-available to staff; Provides regular performance feedback.

· Organizational Support - Follows policies and procedures.

· Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

· Quantity - Strives to increase productivity.

· Safety and Security - Observes safety and security procedures.

· Company Forward – Understands the company’s objectives and makes good decisions that drive the company forward.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to pass a DOT physical.

Education/Experience:

Associate degree (A.A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Bachelor’s degree preferred.

Transportation management, warehouse management, delivery experience preferred.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Demonstrate the ability to write routine reports and correspondence. Demonstrate the ability to speak effectively before groups of customers, contractors, or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent; then to draw and interpret bar graphs.

Reasoning Ability:

Possess ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment:

The work environment characteristics described here are representative of those an Area Manager may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential management oversight responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Area Manager may have a need to occasionally lift and/or move up to and occasionally lift and/or move up to 70 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this job, the Area Manager is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.

TRAVEL REQUIREMENTS:

Travel is required at a 20% travel rate to 80% home rate. This could be more depending upon your area of responsibility. Remote Site inspections are required. There may be some customer sales, customer satisfaction, or welcome calls that need to be done in person. Training in and out of state may happen on occasion. Meetings in the corporate office for disciplinary conversations or other business needs may occur. Visiting with remote service providers occasionally to determine the status of the facility and if our mutual customers and products are being handled correctly.