Operations Manager- Commercial & Residential Relocation, Maryland

Location: Maryland

Job Type: Full-Time, W2 w/ Benefits

Base Compensation: TBD

Position Summary

The Operations Manager is responsible for overseeing day-to-day field and warehouse operations to ensure moves are completed safely, on time, and within budget. This role manages crews, equipment, dispatch/scheduling, and customer escalations while maintaining high service quality. The Operations Manager ensures operational readiness each day, drives productivity, and enforces safety and company standards.

Schedule note: This is not a typical 9-to-5 role; hours may start early and run late depending on move schedules, staffing, and peak-season volume. Weekends/holidays and on-call coverage may be required.

Key Responsibilities

  • Daily Operations & Dispatch

  • Plan and coordinate daily move schedules, routes, crew assignments, and truck allocation.

  • Monitor job progress throughout the day; adjust staffing and schedules as conditions change.

  • Ensure crews have correct paperwork, inventory sheets, special instructions, and supplies.

Team Leadership & Staffing

  • Hire, train, coach, and evaluate movers, drivers, and crew leads.

  • Lead daily morning check-ins/briefings (safety, job notes, expectations).

  • Manage timekeeping, attendance, discipline, and performance improvement plans.

  • Customer Service & Escalation Handling

  • Communicate with customers regarding arrival windows, delays, special requests, and concerns.

  • Resolve escalations such as damage claims, billing disputes, service complaints, and change requests.

  • Ensure customer expectations are set clearly and consistently before and during the move.

  • Quality Control & Safety Compliance

  • Enforce safe lifting, packing, loading, driving, and equipment-use practices.

  • Conduct random job-site checks and post-job reviews to confirm standards are met.

  • Maintain compliance with DOT/company policies (as applicable), incident reporting, and insurance documentation.

  • Fleet, Equipment & Warehouse Oversight

  • Oversee truck readiness: inspections, maintenance scheduling, cleanliness, fueling, and repairs.

  • Manage inventory of pads, dollies, straps, tools, boxes, tape, shrink wrap, and PPE.

  • Coordinate warehouse operations (storage vaults/units, labeling, access, organization, and audits).

  • Financial & Operational Performance

  • Track job profitability and labor hours; control overtime and operating costs.

  • Review job estimates vs. actuals; identify causes of overruns and implement fixes.

  • Support revenue growth through operational efficiency and upsell compliance (packing materials, services).

  • Reporting & Process Improvement

  • Maintain accurate operational records: schedules, crew hours, incidents, damages, claims, and customer notes.

  • Build and refine SOPs for packing, loading, storage, damage prevention, and customer communication.

  • Provide weekly updates to ownership/GM with KPIs, staffing needs, and operational risks.

Required Qualifications

  • 2–5+ years in moving/logistics operations, dispatch, or field management (preferred).

  • Proven ability to lead teams in fast-paced, customer-facing environments.

  • Strong scheduling/dispatch skills and calm under pressure.

  • Valid driver’s license; DOT/medical card (if required for driving duties).

  • Ability to lift and demonstrate proper moving techniques (as needed for training/quality checks).

Preferred Skills

  • Experience with moving software/CRM, GPS routing tools, and timekeeping systems.

  • Working knowledge of damage claims handling and prevention standards.

  • Bilingual (Spanish/English) a plus (if applicable).