Overwatch Supervisor

Paycom

Plymouth (MI)

On-site

USD 65,000 - 85,000

Full time

5 days ago

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Benefits offered by this job

BCBS PPO Medical with Telehealth

Delta Dental

NVA Vision

Company Paid Life and AD&D

Short-Term Disability

EAP

Job summary

United Road is seeking an Overwatch Supervisor in Plymouth, MI to lead a centralized operations and risk monitoring team. You will unblock work, coach on processes, and ensure timely, accurate order status while protecting revenue and driving continuous improvement.

You’ll collaborate with operations, account managers, and carriers, balancing coverage, escalation handling, and customer communication in a fast-paced environment.

Qualifications

College degree or equivalent experience; 1–2 years in logistics, dispatch, customer service, or a team-lead role.
Logistics/transport familiarity; trucking or finished vehicle logistics preferred.
FMCSA and DOT awareness; Elog experience is a plus.
Proven record of helping peers and handling escalated situations with care.
Flexible schedule to meet business needs.

Responsibilities

Lead the Overwatch team and serve as first point of contact for day-to-day questions and escalations.
Coach team members through regular one‑on‑ones; set goals and remove blockers.
Monitor orders and status, ensuring accurate pickup and delivery against standards.
Reassign work to maintain coverage and status quality; manage complex exceptions.
Communicate proactively with account managers, site teams, and carriers.
Maintain responsive, professional interactions under pressure.

Skills

People skills

Coaching

Effective listening

Written & verbal communication

Highly organized

Detail oriented

Excel

Microsoft Word

Outlook

TMS awareness

Education

College degree or equivalent

Tools

Excel

Microsoft Word

Outlook

TMS

Job description

Job Details: Job Location: 00005 Plymouth Corporate - Plymouth, MI 48170, About United Road

United Road is the largest finished vehicle logistics company in North America. We move new and used vehicles for OEMs, dealerships, auctions, and fleet operators across the continent. We do it through company drivers, owner-operators, and thousands of third-party carriers in our Haully network.

Our pillars are simple: Expertise, Partnership, and being Ever-Present for our customers and carriers. This role lives the Partnership pillar every day.

Overwatch Supervisor

Overwatch is United Road’s centralized operations and risk monitoring team, providing real-time visibility, proactive exception management, and escalation support across our transportation network.

About the Role

The Overwatch Supervisor leads the Overwatch team and is the go-to for the questions, exceptions, and escalations that come up all day. Your job is to keep the team unblocked, supported, and set up to win.

This is a service-first leadership seat. When a vehicle is running behind, sitting too long, or off plan, your team knows it first, fixes what can be fixed, and tells the right people before they have to ask. You make sure that happens on every order, and you step into the harder carrier and customer situations yourself.

Why You’ll Like It Here

A supportive team that celebrates wins and has each other’s backs
Real ownership: you lead the team and shape how we keep customers and stakeholders informed
A clear path into Site Manager and Sales Operations Manager leadership
You spend your day solving problems and helping people, not chasing busywork

Responsibilities

Team Leadership

Serve as the first point of contact for the Overwatch team on day-to-day questions, order issues, and escalations
Conduct regular one-on-ones with each team member to coach, set goals, remove blockers, and support their growth
Review scorecards with each team member so no one is surprised by what is on them, and work one development goal at a time
Coach the team on process, systems, and stakeholder communication, and share what good looks like
Give and take feedback in the moment; the standard is set every shift, not once a quarter
Build a positive team culture that keeps great people here and makes new hires excited to join
Other duties as assigned by the department manager or senior management

Overwatch & Status Management

Monitor open orders across the team throughout the day to confirm accurate pickup and delivery against customer performance standards
Prioritize and reassign work to keep coverage and status quality consistent, including during rotations and absences
Make sure every active order’s status is current and accurate in the TMS before end of shift — the system is the truth other people act on
Make sure at‑risk deliveries are flagged the moment they are known, never after the miss
Handle complex or high‑touch exceptions directly, and resolve problems the team cannot close on their own
Protect revenue by keeping units moving and reducing dwell
Look for ways to improve workflows and reduce repeat issues that slow the team down

Carrier & Stakeholder Communication

Hold the team accountable for proactive status communication: updates, ETAs, and exceptions pushed to account managers and site teams before they have to ask
Partner with operations, account managers, site teams, OEM, and carrier contacts to keep customers updated on vehicle status and resolve delivery issues
Serve as the escalation point for professional car haulers and carriers, and keep every interaction fast, straight, and professional
Set the tone on every interaction: courtesy under pressure is a job requirement

Schedule & Coverage

Work a flexible schedule based on business needs
Support the team’s published coverage rotation, including the 10:00 AM to 7:00 PM shift and weekend coverage

Key Performance Indicators

Targets are set against a 30-day baseline and reviewed quarterly. Track and share these team metrics:

On-time pickup and delivery %
Status timeliness and status accuracy
Proactive notification rate — exceptions communicated before anyone has to ask
Carrier and internal stakeholder response time
Exception resolution time
Coverage reliability — rotation shifts worked as scheduled

Career Path

From this seat: Site Manager, then Sales Operations Manager.

What We Are Looking For

A leader people turn to when they need an answer, with a real drive to help others succeed.
A closer, not a hand-off artist. You chase problems until they are resolved and expect the same of your team.
A relationship builder with carriers, account managers, and site teams who trust what you tell them.
Calm under pressure, courteous under pressure, and honest when the news is bad.

Skills Required

People skills to coach, support, and motivate a team, and to run effective one-on-ones
Excellent service orientation and resolution skills
Effective listening and strong written and verbal communication across all levels of the organization
Highly organized and detail oriented; able to prioritize a live queue of orders and escalations
Solid Excel skills, including sorting and filtering large order lists, building and reading reports, and using basic formulas and pivot tables
Intermediate proficiency in Microsoft Word and Outlook; able to learn our TMS and internal systems quickly

Qualifications

College degree, or equivalent experience, with 1 to 2 years in logistics, dispatch, customer service, or a team-lead role
Preference given to trucking, transportation, or finished vehicle logistics experience
FMCSA and DOT awareness; Elog experience is a plus
A track record of helping peers and handling escalated situations with care
Ability to work a flexible schedule based on business needs

Location

On-site – Plymouth, MI (this is not a hybrid role)

United Road is proud to offer our full-time employees best-in-class benefits designed to support your health, well-being, and financial security. From comprehensive medical, dental, and vision coverage to generous retirement savings options and paid time off, we provide a benefits package that goes beyond the basics. We also offer unique perks like a zero-dollar-out-of-paycheck medical plan, telehealth, wellness discounts, and employee assistance resources, ensuring that our team is fully supported both at work and in life. These benefits reflect our commitment to attracting and retaining top talent while helping employees thrive every day.

Health & Wellness