Lead Operations Specialist· Overnight· Thu-Mon· 9:00 PM-5:30 AM

Tier1usa; West Hollywood (CA); Hybrid; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with company match

Paid time off and sick leave

Job summary

Rapid Medical in West Hollywood, CA is seeking a Lead Operations Specialist — Logistics & Client Services to anchor our on-site logistics network. This full-time, in-office role focuses on expert client management, dispatch, and operational excellence.

You will lead and coach the Operations Specialists, develop processes, test tool updates, and ensure HIPAA/DOT compliance while keeping healthcare shipments on time.

Qualifications

• 5+ years of logistics experience and 3+ years in a leadership role, healthcare experience preferred.
• Lead, mentor, and develop junior Operations Specialists — providing real-time coaching, performance feedback, and growth opportunities.
• Hold Operations Specialists accountable to team standards, addressing performance gaps directly and coaching them up.
• Establish and maintain team standards for client communication, problem resolution, and operational excellence.
• Conduct regular training sessions on compliance protocols, new procedures, and best practices.
• Monitor team performance metrics and implement improvement strategies.
• Serve as the primary liaison between Operations and the Tech team, translating on-the-ground friction into clear, actionable feedback.
• Thoroughly test new tool updates and features before they're released to the broader team, confirming they actually solve the problem they were built for.
• Flag bugs, gaps, and workflow issues early, and follow up with Tech to verify fixes meet the team's real-world needs before rollout.

Responsibilities

• Lead, mentor, and develop junior Operations Specialists — providing real-time coaching, performance feedback, and growth opportunities.
• Hold Operations Specialists accountable to team standards, addressing performance gaps directly and coaching them up.
• Establish and maintain team standards for client communication, problem resolution, and operational excellence.
• Conduct regular training sessions on compliance protocols, new procedures, and best practices.
• Monitor team performance metrics and implement improvement strategies.
• Serve as the primary liaison between Operations and the Tech team, translating on-the-ground friction into clear, actionable feedback.
• Thoroughly test new tool updates and features before they're released to the broader team, confirming they actually solve the problem they were built for.
• Flag bugs, gaps, and workflow issues early, and follow up with Tech to verify fixes meet the team's real-world needs before rollout.

Skills

Leadership

Client management

Dispatch

Problem solving

Compliance

Job description

Address West Hollywood, CA, 90048, US

Compensation $55,000.00 - $60,000.00/year

Schedule Full time

Job Type Permanent

Industry Logistics procurement distribution and supply chain

Description

Lead Operations Specialist — Logistics & Client Services

Full-Time | In-Office (On-Site Required)

SCHEDULE:

Thursday – Monday: 9:00 PM – 5:30 AM

Rapid Medical is a tech-forward logistics partner for labs, clinics, and health systems — operating across 28 states and managing thousands of daily stops that keep healthcare running. We're not a courier company with software bolted on. We're a technology company that happens to run a high-performance logistics operation — and the two are deeply intertwined.

The Role

This isn't just another operations role. As Lead Operations Specialist, you're the operational backbone of our logistics network — the person clients trust when stakes are highest, the leader your team turns to when the unexpected happens, and the strategic mind that elevates our entire operation.

You'll lead by example — excelling at every part of the Operations Specialist role and then some — while managing the full spectrum of client and operational excellence. Beyond owning critical relationships and real-time problem solving, you'll build the processes, documentation, and standards that scale our operation. You'll hold your Operations Specialists accountable to those standards, coach them up when they fall short, and ensure strict compliance adherence. You'll also serve as the bridge between Operations and Tech — surfacing feedback on the tools the team uses every day and rigorously testing new releases before they reach the floor. This is an on-site role based at our facility for the full duration of every shift.

The ideal candidate combines operational excellence with leadership maturity. You're as comfortable coaching a team member through a difficult situation as you are with hands-on troubleshooting to get parcels delivered during a storm. You see the big picture while mastering the details, and you build systems that make everyone around you more effective.

What You'll Own

Leadership & Process Management

• Model excellence in every core Operations Specialist responsibility — client management, dispatch, and problem solving — setting the standard the rest of the team is held to
• Lead, mentor, and develop junior Operations Specialists — providing real-time coaching, performance feedback, and growth opportunities
• Hold Operations Specialists accountable to team standards, addressing performance gaps directly and coaching them up rather than working around them
• Establish and maintain team standards for client communication, problem resolution, and operational excellence
• Conduct regular training sessions on compliance protocols, new procedures, and best practices
• Monitor team performance metrics and implement improvement strategies
• Serve as the primary liaison between Operations and the Tech team, translating on-the-ground friction into clear, actionable feedback
• Thoroughly test new tool updates and features before they're released to the broader team, confirming they actually solve the problem they were built for
• Flag bugs, gaps, and workflow issues early, and follow up with Tech to verify fixes meet the team's real-world needs before rollout

Client Relationship Management

• Serve as a primary point of contact for laboratory and health system clients — fielding scheduling requests, answering questions, and handling escalations with professionalism and urgency
• Build trusted relationships with client coordinators and operations leads through consistent, proactive communication
• Identify and flag service issues before they become problems — you anticipate, not just react

Dispatch & Route Coordination

• Plan and adjust daily routes to balance operational efficiency with service quality and on-time performance
• Monitor real-time conditions — including traffic, weather, and capacity — and make adjustments as needed to maintain service levels
• Coordinate driver assignments, manage available capacity, and ensure the right resources are positioned to support daily operations

Operational Problem Solving

• Own incident response: missed pickups, vehicle issues, time-sensitive reroutes — you find a path forward quickly
• Support W2 drivers and independent contractors via our mobile platform, serving as a calm, reliable resource in high-pressure moments
• Document issues, resolution steps, and patterns to help us continuously improve operations

Compliance & Quality

• Validate that shipments meet HIPAA, DOT, and applicable state/local regulatory requirements
• Audit driver documentation — chain-of-custody, temperature logs — and escalates non-compliance issues immediately
• Uphold the operational standards that health systems trust us to maintain

Who We're Looking For

We care more about how you think and communicate than where you worked before. That said, you probably look something like this:

• Meticulous and detail-oriented — you keep track of a lot of moving pieces at once and don't let anything slip through the cracks
• Skilled multitasker — you juggle team coaching, client escalations, and dispatch decisions simultaneously without losing your footing
• Calm and composed under pressure — fast-moving operations with real stakes don't rattle you; they energize you
• Professional communicator, written and verbal — crisis de-escalation, team motivation, and executive presentation all come naturally to you
• Comfortable holding people accountable — you give direct, constructive feedback and coach Operations Specialists up rather than letting standards slide
• Comfortable working cross-functionally with Tech — you translate operational pain points into clear feedback and thoroughly test tool updates before they reach the team
• Customer-first mindset — you genuinely care about the experience you deliver and take pride in going above and beyond
• Able to work the required on-site schedule — this is an in-office role, and reliable attendance for every scheduled shift is essential
• 5+ years of logistics experience and 3+ years in a leadership role — healthcare experience, contract driver network management, and weather-driven operations experience preferred
• Comfortable with technology — you pick up new platforms quickly and use them to your advantage
• Low ego, high output — you're here to do the work, not manage up
• Bilingual — a plus, not required

What We Offer

• Comprehensive health, dental, and vision coverage
• 401(k) with company match
• Paid time off and sick leave

Growth & Impact

• Direct exposure to operations, technology, and leadership in a company scaling fast
• Clear advancement path — we promote from within and reward ownership
• The chance to be part of something that genuinely improves how healthcare works

Ready to make an impact? We'd love to talk.

Rapid Medical is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment is contingent upon successful completion of applicable background checks and compliance with company policies.