Ground Operations & Quick Response Lead

Job Summary

The Ground Operations & Quick Response Lead drives daily execution and optimization of ADHOC (ADUT) deliveries, ensuring driver performance, service quality, and operational standards through hands-on leadership, training, and rapid issue resolution.

Responsibilities

• Manage and monitor daily driver performance and attendance to maximize productivity and operational efficiency
• Oversee timely and accurate execution of all deliveries and ADHOC (ADUT) jobs to meet service commitments
• Lead rapid response efforts to resolve operational issues, missed stops, and escalations to minimize service disruptions
• Conduct regular field audits to assess service quality and ensure compliance with operational standards
• Ensure drivers correctly use handheld devices and complete jobs accurately to maintain data integrity
• Deliver ongoing refresher training to drivers to maintain skills, compliance, and safety standards
• Foster strong team morale and accountability to sustain high performance and engagement
• Enforce operational processes and ensure adherence to systems and routing protocols for consistent service delivery

Key Deliverables / KPIs

• Monitor and improve driver attendance and productivity metrics
• Achieve high ADHOC and delivery completion rates within set timeframes
• Maintain on-time service and SLA adherence to meet customer expectations
• Reduce missed stops and discrepancies through proactive issue management
• Ensure high handheld device compliance rate among drivers
• Achieve strong service quality audit scores through effective oversight
• Minimize response time to operational issues to maintain smooth operations

Key Competencies

• Demonstrate hands-on operational leadership by actively managing daily delivery operations
• Apply strong real-time problem-solving skills to address and resolve operational challenges swiftly
• Communicate effectively and manage teams to align efforts and drive performance
• Exhibit high attention to detail and accountability in monitoring and improving service quality
• Maintain composure and perform effectively under pressure in a fast-paced environment