Assistant Manager, Service Center

The Assistant Manager, Service Center is a critical operator within the Operations function, responsible for translating network strategy into disciplined, day-to-day execution. This role exists to ensure the service center runs as a high-performance hub-balancing service quality, cost control, and operational throughput while maintaining strong employee engagement and customer satisfaction.

As freight networks and customer expectations grow more complex, the business requires leaders who can coordinate across dock, linehaul, pickup and delivery, and administrative operations with precision. Success in this role means delivering consistent service performance, protecting margins, and building a reliable operating rhythm that scales. This leader acts as the connective tissue between frontline execution and management strategy-stepping in wherever needed to stabilize, improve, and elevate performance.

What you'll do

1. Lead service center execution

• Coordinate daily operations across dock, linehaul, OS&D, pickup & delivery, and office functions to ensure seamless throughput
• Assign responsibilities, supervise staff, and ensure consistent adherence to operational standards
• Step into supervisory and managerial roles as needed to maintain continuity of operations
• Maintain on-call readiness to resolve escalations beyond frontline supervision

2. Optimize operational performance and cost control

• Monitor revenue components, labor expenses, manifests, and key operating metrics (TOCs)
• Identify cost inefficiencies and partner with leadership to improve operational margins
• Audit supply expenses and oversee facility maintenance to ensure cost discipline and operational readiness
• Support contract creation with customers, contractors, and partners to align operational and financial outcomes

3. Drive service quality and issue resolution

• Investigate OS&D claims and ensure accurate, timely resolution
• Address complex service disruptions and customer issues with accountability and urgency
• Communicate service center performance clearly to the Service Center Manager
• Build and maintain positive customer and partner relationships through consistent service delivery

4. Build and lead a high-performing workforce

• Direct hiring, onboarding, training, and performance management of service center personnel
• Recruit and onboard independent contractors and support equipment leasing efforts
• Reinforce a culture of accountability, safety, and continuous improvement
• Lead by example-sharing expertise and developing team capability across functions

5. Align teams to business goals

• Partner with leadership and staff to set departmental and service center goals
• Communicate HR-related information, including benefits and policies, clearly to employees
• Ensure alignment between daily execution and broader company objectives
• Participate actively in cross-functional initiatives and continuous improvement efforts

What you bring

• Bachelor's degree or 2-3 years of relevant operations or logistics management experience (or equivalent combination)
• Proven experience supervising, developing, and evaluating operational teams
• Strong understanding of transportation, logistics, and service center operations (dock, linehaul, P&D, OS&D)
• Financial and analytical capability, including interpreting metrics, labor cost management, and revenue components
• Proficiency with business systems and tools, including Microsoft Office; experience with AS/400 and McLeod preferred
• Ability to read, analyze, and interpret technical and regulatory documents
• Strong written and verbal communication skills with the ability to engage diverse stakeholders
• Experience managing sensitive and confidential information with discretion
• HazMat certification and forklift qualification (or ability to obtain)
• Demonstrated ability to manage multiple priorities, delegate effectively, and execute under pressure

Preferred:

• Experience within LTL, freight, or transportation network environments
• Exposure to contract development and vendor/partner management

How you operate

• You think in systems, not silos-understanding how each function impacts overall network performance
• You own outcomes, not activity, and hold yourself and others accountable to measurable results
• You move with urgency while maintaining operational discipline and stability
• You communicate clearly, directly, and with intent across all levels of the organization
• You are comfortable stepping into ambiguity and bringing structure to complex situations
• You lead from the floor-visible, hands-on, and engaged with frontline teams
• You challenge inefficiencies constructively and drive continuous improvement

About Roadrunner

We're not just moving freight; we're reimagining long-haul shipping. Our Smart Network offers more direct long-haul metro-to-metro routes than any other nationwide LTL carrier in the United States, with service extending into Canada and Mexico and terminals across 40+ metro markets. Powered by AI and machine learning, our operations platform ensures real-time tracking, custodial control, and full shipment visibility. With driver teams executing over-the-road (OTR) moves - and no freight moving on rail - customers experience industry-leading transit times, minimal rehandling, and dramatically reduced risk of loss or damage.

Our 900+ owner-operators benefit from scheduled freight, fewer touches by design, consistent long-haul density, and a differentiated metro-to-metro model that creates predictable earning opportunities.

This precision and performance have earned Roadrunner national recognition by over 3,000 shippers, and was ranked this year #1 in Operations, #1 in Technology, and #1 in Value in the Quest for Quality Awards, as well as honors as a Top 100 Trucking Company by Inbound Logistics and a Top Tier Service Carrier by Mastio.

We're growing fast. Roadrunner is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career!

We Run Safe. We Run Smart. We Run Together.

Compensation & Setup

• Pay: $90,000-$95,000 base salary
• Location: Onsite - Chicago, IL
• Benefits: Full benefits package including medical, dental, vision, 401(k), and paid time off

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Physical Demands

• Heavy physical activity performing strenuous daily activities of a primarily product/technical nature.
• While performing the duties of the job, the employee is regularly required to sit, stand, walk, reach/handle items, work with fingers, utilize close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguished colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), ability to adjust focus (ability to adjust the eye to bring an object into sharp focus), and talk and hear others in conversations via the phone or in person.
• The employee is occasionally asks to stoop, kneel, crouch, crawl, climb or balance and lift objects up to 100 lb.

Work Environment

• The noise level is moderate based on general conversation tones, ringing phones and laser printer operation.
• Works in well-lighted, heated and/or air-conditioned indoor office/shop environment with adequate ventilation.
• Minimal overnight travel (10%) by land and/or air required.
• Might be required to occasionally work in high, precarious places.
• The above statements reflect the general details necessary to describe the principal functions of the position and are not intended to be all inclusive. The position and any of the requirements listed above are subject to change at any time according to the changing needs of the company.
• Roadrunner is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.
• We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!

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