Operations Manager

Job Description

Job Description

Local, family-owned, 5-star rated residential moving service operating in Birmingham, AL and recently opened markets in Huntsville, Atlanta and Nashville.

About the Role
We're seeking a decisive Operations Manager to own leadership across customer experience, hiring, and office execution in our growing, multi-market residential moving business. You'll bridge office promises with flawless field delivery, safeguard our 5-star reputation, and build a dependable, high-performing team. This is a true leadership role—not administrative busywork. It suits someone who excels in a competitive service industry where speed, precision, accountability, and customer obsession drive success.

Key Responsibilities

• Customer Service & Quality Control — Handle escalations professionally and swiftly; audit calls and processes; resolve on-site issues with field leaders; protect and elevate 5-star reviews.
• Hiring & Staffing — Own full-cycle recruiting (postings to onboarding) across all locations; forecast needs; maintain reliable crew levels; ensure strong handoffs to field ops.
• Systems & Scheduling — Keep dispatch accurate weeks ahead; enforce clean CRM documentation; coordinate daily on crews, trucks, equipment, and training; eliminate surprises or gaps.
• Process & Performance — Monitor KPIs (satisfaction, reviews, claims, hiring, scheduling accuracy); diagnose root causes; refine SOPs and systems with leadership input.

Why This Role Stands Out

• Real authority to solve problems and implement fixes
• Direct collaboration with ownership and field leaders
• Opportunity to build scalable systems across markets
• Lead proactively in a premium brand environment focused on excellence, not chaos

You’ll Thrive Here If You Embody This Profile
In a high-stakes, competitive moving service business, the best Operations Managers are:

• Decisive and action-oriented — Quick to solve problems cleanly under pressure without hesitation
• Highly accountable and standards-driven — Take pride in enforcing clarity, consistency, and high performance; hate sloppy execution
• Clear, calm communicators — Convey expectations firmly yet professionally, even in tense situations
• Data-informed but people-savvy — Use metrics to guide decisions while motivating and developing teams
• Proactive system-builders — Enjoy creating reliable processes that prevent issues and scale growth
• Ownership-minded — Treat the business like your own; prioritize results over micromanagement or excuses

Ideal Background

• Prior leadership in operations, customer service, or hiring
• Experience with CRM/dispatch systems
• Background in service industries (logistics, moving, hospitality, field services preferred)

What We Offer

• Competitive pay + incentives tied to performance
• Clear authority and expectations
• Strong partnership with field leadership
• Long-term growth in a stable, values-driven company

If you’re ready to own operations, build unbreakable systems, and lead a tight, customer-first team in a demanding service market—apply today! We want leaders who deliver excellence every move.