Operations Manager

NOVO Health Services; New Hampshire; On-site; USD 90,000 - 130,000; Full time

Job summary

NOVO Health Services in New Hampshire seeks an Operations Manager to lead courier and trucking operations across the NH market, ensuring safe, efficient, and compliant service delivery in a 24/7 environment.

The role oversees drivers, dispatch staff, and operations teams, focusing on KPI performance, cost control, recruitment, coaching, and customer satisfaction while building strong cross-functional partnerships.

Qualifications

• Minimum of 3 years managing supervisors, drivers, or multi-site operational teams.
• Experience budgeting, labor costs, and KPIs in transportation/logistics.
• Strong knowledge of DOT, HIPAA, OSHA and safety compliance.

Responsibilities

• Provide strategic leadership and oversee all courier and trucking operations in NH.
• Monitor KPIs: on-time delivery, route efficiency, customer satisfaction, safety and financials.
• Lead recruiting, coaching, and performance management of drivers and staff.
• Maintain facilities and equipment; ensure regulatory compliance and audits.
• Develop customer relationships and support business development.

Skills

Leadership

Operational planning

KPIs

People management

Communication

Microsoft Office

TMS

CRM systems

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Office

TMS

CRMs

Transportation software

Job description

NOVO Health Services is a leading provider of healthcare linen solutions, delivering a fresh and innovative approach to the industry. Our focus on patient experience, infection prevention, and operational excellence enables us to improve linen quality while reducing overall program costs for our healthcare partners.

With HLAC-accredited facilities and a commitment to continuous improvement, NOVO is redefining how healthcare linen programs are managed across the country.

NOVO Health Services is seeking a strategic and experienced Operations Manager to lead courier and trucking operations across our New Hampshire market, ensuring safe, efficient, and compliant service delivery in a 24/7, 365-day operating environment.

This role is responsible for overseeing drivers, dispatch personnel, and operational staff, directing recruitment, coaching, and performance management while driving results across safety, compliance, customer service, and financial performance.

The ideal candidate is a strategic, hands-on leader with strong operational and people-management skills, a track record of driving KPI performance, and the ability to build strong relationships with customers and cross-functional partners.

Key Responsibilities

Operations & Service Delivery

• Provide strategic leadership and day-to-day oversight of all courier and trucking operations within the New Hampshire market, ensuring safe, efficient, and compliant service delivery
• Monitor key performance indicators (KPIs), including on-time delivery, route efficiency, customer satisfaction, driver productivity, attendance, safety, and financial performance
• Analyze operational data to identify trends, improve efficiencies, reduce costs, and implement continuous improvement initiatives
• Manage scheduling, staffing levels, route optimization, and resource allocation to ensure operational excellence while controlling labor expenses
• Ensure all equipment, company assets, and operational facilities are properly maintained and utilized efficiently
• Conduct facility audits, ride-along, driver observations, and operational quality inspections
• Assist with launching new customer accounts and expanding existing courier and trucking operations

Leadership & Team Development

• Direct the recruitment, hiring, onboarding, training, coaching, and performance management of drivers, dispatch personnel, and operational staff
• Conduct regular performance reviews, disciplinary actions, coaching sessions, and employee development plans to build a high-performing operations team
• Promote employee engagement, retention initiatives, and company culture
• Support recruiting efforts through interviews, hiring events, and community outreach
• Serve as acting regional leadership when needed

Compliance & Safety

• Ensure all transportation operations comply with customer regulations, DOT, OSHA standards, HIPAA, company policies, customer requirements, and all applicable federal, state, and local regulations
• Lead investigations involving accidents, customer complaints, safety incidents, service failures, and employee concerns while ensuring proper documentation and corrective action
• Maintain high standards of professionalism, accountability, integrity, and customer service throughout all areas of operation

Customer & Business Relations

• Develop and maintain strong relationships with customers by delivering exceptional service, responding to operational concerns, and proactively resolving issues
• Participate in customer meetings, operational reviews, contract implementations, and business development efforts when necessary
• Be available to respond to operational emergencies, customer escalations, and after-hours business needs as required

Qualifications

Required

• Minimum of 3 years managing supervisors, drivers, or multi-site operational teams
• Demonstrated experience managing budgets, labor costs, productivity metrics, and operational KPIs
• Strong knowledge of DOT, HIPAA, and OSHA regulations, safety compliance, driver qualification requirements, and transportation best practices
• Proven leadership experience with hiring, coaching, employee development, performance management, and conflict resolution
• Excellent communication, organizational, and problem-solving skills
• Proficiency with Microsoft Office, TMS, CRMs, and transportation management software
• Valid driver's license
• Ability to pass background screening and pre-employment drug screening
• Ability to travel throughout the service area as needed
• Willingness to work flexible hours, including evenings, weekends, holidays, and on-call responsibilities when business needs require

Preferred

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation Management, or a related field, or equivalent management experience
• Minimum of 5 years of progressive operations management experience, preferably within transportation, logistics, courier, distribution, or last-mile delivery
• Experience managing medical courier, pharmaceutical logistics, healthcare transportation, or time-sensitive delivery operations
• Experience with route optimization software, GPS fleet management systems, and transportation management systems (TMS)
• Experience managing operations with 50+ employees across multiple shifts
• Previous P&L responsibility with annual operating budgets
• Experience with Workday, Samsara, or similar operational management platforms
• Commercial driving experience
• OSHA, HIPAA, DOT, or transportation safety certifications
• Strong customer relationship management experience with contract logistics or dedicated transportation accounts