Operations Manager - 2nd Shift

Afterhours Operations Manager

O ur Client is looking for a senior afterhours operations leader responsible for ensuring uninterrupted execution, service reliability, and operational excellence outside standard business hours. This role carries full accountability for overnight and weekend logistics performance, acting as the primary decision maker during critical off-hour periods when proactive leadership, judgment, and communication are essential.

The Afterhours Operations Manager serves as the central point of coordination across tracking, customer communication, carrier execution, and issue resolution, ensuring a seamless handoff between shifts and consistent service delivery for customers nationwide.

Scope of Responsibility

Afterhours Operations Leadership

This role owns operational outcomes during the afterhours window, with responsibility for load visibility, service execution, and team performance across all active freight.

Key accountabilities include:

Maintaining real-time visibility across all in-transit and pending loads assigned to afterhours operations

• Ensuring all tracking milestones, status updates, and operational notes are executed in accordance with company SOPs • Driving proactive load monitoring to identify risks early and mitigate service disruptions before customer impact • Ensuring accurate, timely, and compliant use of the TMS, including documentation, notes, and communications • Overseeing correct setup and use of tracking platforms and ensuring proper escalation when tracking failures occur

Performance expectations include maintaining 95 percent or better on-time pickup and delivery performance and full compliance with all customer and system requirements.

Customer Service and Communication Oversight

The Afterhours Operations Manager ensures customers receive consistent, professional, and proactive communication throughout transit, even outside standard business hours.

Responsibilities include:

Ensuring proactive ETA verification and immediate response to delays or service risks

• Holding the team accountable for timely customer updates, including location status, revised ETAs, and issue notifications • Ensuring PODs are collected and distributed within required timelines following delivery • Verifying all customer-specific systems, portals, and reporting requirements are met without exception

This role is responsible for maintaining service standards that match or exceed daytime operations.

Escalation and Issue Resolution Authority

The Afterhours Operations Manager serves as the primary escalation authority during off-hours.

Responsibilities include:

Leading resolution efforts for carrier delays, fall-offs, service failures, or customer-impacting events

• Making timely, informed decisions to protect service integrity and customer relationships • Ensuring all escalations are documented clearly to support continuity and next-day follow-through • Coordinating internally and externally to resolve issues efficiently and professionally

Load Build and Afterhours Account Execution

This role ensures accuracy and accountability in load creation and lifecycle management during afterhours operations.

Responsibilities include:

Overseeing the accurate build of newly awarded loads with complete and correct data entry • Ensuring correct application of customer rates, parameters, and service expectations • Guiding the team in resolving service issues during the load lifecycle • Ensuring commitments made afterhours are operationally feasible, aligned with SOPs, and clearly documented for daytime teams

Carrier Coverage and Compliance Oversight

The Afterhours Operations Manager leads afterhours carrier sourcing and coverage execution while maintaining strict compliance and quality standards.

Responsibilities include:

Ensuring all open loads are covered efficiently while adhering to security and compliance protocols • Verifying carrier qualifications, equipment fit, freight dimensions, and timing requirements • Assessing market conditions and communicating capacity or pricing trends to internal stakeholders • Enforcing full compliance with booking and dispatch SOPs, including complete carrier and driver documentation prior to confirmation • Prioritizing internal carrier resources through TMS tools before posting externally • Overseeing outbound calling strategy, posting effectiveness, & urgency during low-inbound periods • Ensuring appropriate next-day pre-books are completed to support daytime operations

Shift Transition and Continuity Leadership

A critical component of this role is ensuring seamless operational handoffs between shifts.

Responsibilities include:

Leading structured load endorsement and shift transition processes

• Reviewing aged, high-risk, or unresolved loads prior to shift end • Ensuring all outstanding actions, escalations, and next steps are clearly documented and communicated • Supporting operational continuity so daytime teams can execute without disruption

Ideal Leadership Profile

This role is best suited for an operations leader with strong judgment, a calm command presence, and the ability to make high-impact decisions independently. Success requires comfort operating with accountability during off-hours, balancing urgency with precision, and leading teams through complex service scenarios.