Operations and Dispatch Manager (Van Line and Local Experience Required)

Operations and Dispatch Manager

Location: Clinton, MA (On-site) Reports To: COO Department: Operations

Position Summary

The Operations and Dispatch Manager is responsible for the day-to-day operational performance of the agency's moving and storage business, overseeing both van line (interstate/long-haul) and local moving operations. This role directs dispatch, crew scheduling, equipment utilization, and driver management to ensure every shipment is executed on time, on budget, and to the highest service and safety standards. The Operations and Dispatch Manager balances the distinct operational rhythms of long-haul van line work and local/intrastate moves, while leading a team of dispatchers, drivers, helpers, and warehouse staff on-site in Clinton, MA.

Key Responsibilities

Dispatch & Daily Operations

• Plan, schedule, and dispatch daily local moves, long-distance van line shipments, packing crews, and delivery/pickup runs
• Optimize crew assignments, truck utilization, and routing to maximize efficiency and minimize overtime
• Coordinate van line shipments with the booking van line (e.g., Allied, North American, United, Atlas, Mayflower) - managing registrations, hauling assignments, SIT (storage-in-transit), and interline deliveries
• Monitor real-time job progress, proactively adjusting plans when jobs run long, crews are delayed, or equipment issues arise
• Ensure accurate job documentation: bills of lading, inventories, weight tickets, trip sheets, time records, and customer signatures
• Manage driver check-ins/check-outs, trip paperwork review, and settlement processes for owner-operators and company drivers

Van Line Operations

• Serve as the primary operational liaison with the van line corporate office, agents, and other network agents
• Manage outbound and inbound interstate shipments, including hauling, origin/destination services, and third-party coordination
• Oversee compliance with van line tariffs, service standards, and performance metrics (on-time pickup/delivery, claims ratio, survey scores)
• Coordinate COD, National Account, GSA/military, and corporate relocation shipments per client-specific requirements
• Work with Project Coordinators and booking agents to ensure accurate job setup, pricing, and service delivery

Local Moving Operations

• Manage local and intrastate Massachusetts moves, including residential, small commercial, and specialty moves
• Ensure compliance with Massachusetts DPU (Department of Public Utilities) regulations governing intrastate household goods moves, including tariff adherence, required documentation, and consumer protection requirements
• Build and manage local crew rosters, including full-time movers, seasonal staff, and temporary labor as needed
• Oversee local estimating support, job costing, and crew productivity benchmarks

Team Leadership & Workforce Management

• Supervise dispatchers, drivers, crew leads, packers, helpers, and warehouse staff based in Clinton
• Recruit, hire, onboard, and train operational staff; manage performance reviews, coaching, and corrective action
• Plan staffing levels for peak season (May-September) and manage labor ramp-up/ramp-down
• Foster a safety-first, team-oriented culture with clear accountability
• Conduct daily huddles and weekly operations meetings to align the team on priorities and performance

Fleet, Equipment & Warehouse Oversight

• Oversee the tractor, straight truck, trailer, and van fleet - including DOT compliance, preventive maintenance, inspections, and repairs
• Manage equipment assignments and ensure trucks are road-ready, clean, and properly stocked (pads, dollies, straps, materials)
• Partner with the warehouse supervisor on SIT, permanent storage, receiving, loading/unloading, and inventory accuracy
• Manage operational supplies, packing material inventory, and equipment purchases within budget

Safety, Compliance & Risk Management

• Ensure full compliance with DOT, FMCSA, Massachusetts DPU, and OSHA regulations
• Manage driver qualification files, hours-of-service (HOS/ELD) compliance, drug & alcohol testing programs, and CDL requirements
• Lead safety training programs, tailgate talks, and incident investigations
• Minimize cargo claims, accidents, and workers' compensation incidents through proactive coaching and process discipline
• Partner with HR and the safety team on incident reporting, root cause analysis, and corrective action

Financial Performance & Reporting

• Manage operations to meet or exceed revenue, margin, labor cost, and productivity targets
• Control operational expenses: labor, fuel, maintenance, subhaul, temp labor, and materials
• Review and approve driver/crew payroll, owner-operator settlements, and third-party/agent invoices
• Analyze operational KPIs - on-time performance, revenue per crew hour, claims ratio, customer survey scores, utilization - and drive continuous improvement
• Prepare operational reports for the General Manager and ownership

Customer Service & Quality

• Partner with Project Coordinators, sales, and the claims team to ensure a seamless customer experience
• Resolve escalated operational issues quickly and professionally
• Personally engage on high-profile, VIP, or complex shipments when needed
• Drive customer satisfaction scores and reduce claims through crew training, proper equipment, and disciplined processes

Required Qualifications

• 5+ years of progressive operations/dispatch experience in the moving and storage industry, with demonstrated experience in both van line (interstate) and local moving operations - this dual experience is essential
• Working knowledge of van line systems, tariffs, and agent networks (Allied/NAVL/SIRVA, United/Mayflower, Atlas, Wheaton, etc.)
• Working knowledge of Massachusetts DPU regulations and New England local moving market
• Strong understanding of DOT/FMCSA regulations, HOS/ELD compliance, and driver qualification requirements
• Proven leadership experience managing dispatchers, drivers, and crews (15+ direct/indirect reports)
• Proficiency with move management and dispatch software (MoversSuite, CompuMove, MoveHQ, or equivalent)
• Strong analytical skills with the ability to manage to KPIs and budgets
• Excellent communication, problem-solving, and decision-making skills in a fast-paced environment
• Ability to work on-site in Clinton, MA, with flexibility during peak season (extended hours, occasional weekends)
• Valid driver's license; CDL a plus but not required

Preferred Qualifications

• Experience with corporate relocation, national accounts, and/or GSA/military (DP3) shipments
• Experience managing warehouse and SIT operations
• Bilingual (English/Spanish or English/Portuguese) a plus given the local labor market
• Certified Moving Consultant (CMC) or similar industry credentials

Working Conditions

• On-site position based in Clinton, MA - not remote or hybrid
• Mix of office, warehouse, and yard environments
• Peak season (May through September) requires extended hours and occasional weekend availability
• Occasional travel to customer sites, agent locations, or van line meetings

Key Performance Indicators

• On-time pickup and delivery performance
• Revenue per crew hour / labor cost as % of revenue
• Claims ratio and average claim cost
• Customer satisfaction / NPS scores
• Safety metrics (DOT recordables, workers' comp incidents, preventable accidents)
• Driver and crew retention
• Equipment utilization and maintenance compliance