Responsibilities
- Lead onboarding and ongoing training programs to ensure drivers are equipped with the knowledge, tools, and skills to perform at the highest level.
- Provide consistent coaching and direct feedback to drivers, fostering a culture of continuous improvement and accountability.
- Develop and execute individualized performance improvement plans, conducting quarterly re-training sessions and regular performance reviews.
- Monitor driver performance metrics closely and proactively identify trends, risks, and opportunities for development.
- Build and maintain a healthy, engaged driver base across assigned geos and customers.
- Serve as a primary point of contact for customer accounts, working collaboratively with Account Management to cultivate strong, long-term relationships with customer POCs through regular communication and in-person engagement.
- Travel up to 50% of the time to regional customer site locations; including regional driving, domestic flights, and overnight stays to maintain visibility and deepen partnerships.
- Conduct in-person market performance reviews at customer sites to assess service quality and proactively surface improvement opportunities.
- Build trusted relationships with drivers through daily interactions, check-ins, and onsite visits, ensuring they feel supported and set up for success.
- Coordinate and manage change requests in close partnership with both drivers and customers, ensuring smooth and timely execution.
- Provide direct support to drivers on tactical problems that arise.
- Proactively partner with the Revenue team to action driver feedback and develop clear resolution plans.
- Manage driver rate establishment, billing, and payment execution.
- Actively govern work through formal documentation and identify opportunities to streamline processes.
- Partner with leadership to identify process gaps and take swift action to close them.
Requirements
- 3+ years of experience in transportation or logistics operations.
- Proven experience in driver or workforce training, coaching, and performance management.
- Demonstrated ability to build and sustain strong relationships with both frontline workers and customers.
- Willingness and ability to travel up to 50% of the time, including regional driving, domestic flights, and overnight stays at customer site locations.
- Comfort operating in a field-based environment, with the ability to manage responsibilities effectively while traveling.
- Strong communication skills (both verbal and written).
- Positive attitude with a natural ability to connect with and motivate drivers and customers alike.
- Detail-oriented and excels at active listening.
- Ability to partner with cross-functional teams to drive positive outcomes in service.
- Action-oriented and comfortable in a fast-paced environment.
- Experience working in an environment where work activities require rigorous process adherence.
- Strong time-management skills and multitasking ability.
- Solution mindset: Demonstrated ability to 'own' problems end-to-end.
Additional Information
- Travel up to 50% of the time to regional customer site locations; including regional driving, domestic flights, and overnight stays to maintain visibility and deepen partnerships.
