Director, Customer Service & Night Operations

Landstar Transportation Logistics, 1000 Simpson Rd, Rockford, Illinois, United States of America Req #1376
Monday, November 9, 2020

HOURS: 8am - 5pm M-F
LOCATION: Rockford, IL


The Director of Operations is responsible for implementing strategic initiatives and providing oversight to the customer service, customs help and night operations teams. This role will ensure standard operating processes are consistently executed with an ongoing focus on continual process improvements. They will oversee analysis and management of labor costs, to stay in line with budgeted expectations, drive timely resolution through root cause analysis and ensure overall successful performance of department activities.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Provide support in developing a training approach which results in desired skills acquisition, demonstration of required competencies and execution of elite customer service to all constituents we service

  • Ensure timely resolution to issues by identifying data trends, applying root cause analysis principles and ensuring complete documentation by department staff

  • Ensure proper compliance to customer and governmental regulations to northern US cross border and in bond truckload shipments

  • Consistently apply workforce management principles to forecast staffing requirements and ensure proper staffing levels to consistently meet demand, especially during holiday schedules

  • Ensure employee goals and metrics are in place, measured and analyzed at regular intervals

  • Establish, implement and enforce department policies and procedures

  • Maintain and improve department KPI’s by monitoring employee metric performance, applying root cause analysis to issues and managing cost controls

  • Direct the departmental management in their day-to-day responsibilities as well as their long term goals and objectives

  • Provide operations support, assist with special projects and attend agent and capacity events that require travel and presentation

  • Monitor and escalate urgent issues contributing to increased company spend and/or involving high profile constituents

  • Maintain open communication and feedback with field employees in response to or in anticipation of potential opportunities or issues

  • Set the example and work closely and cooperatively with other departments within Landstar

  • Serve as key project team member on various business and technology project teams, as needed

  • Manage department expenses to budget guidelines & make recommendations on cost management strategies

  • Provide everyone with the opportunity to work in a safety first environment.


    Must perform duties to the standards of the job description and comply with the company's policies, practices and procedures.



    Directly supervises one to three Operations Managers. Is responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



    Excellent negotiation, communication and organizational skills

    Consistently thorough follow up skills to ensure timely resolution on open issues

    Understanding of financial concepts, such as margin analysis, cost controls and management, profit and loss

    Ability to complete root cause analysis and make decisions based on available data and trends

    Knowledge of freight logistics

    Geographical knowledge

    Working knowledge of Word, Power Point, Access and Excel

    Ability to work in a fast paced environment

    Ability to multi-task

    Ability to be on-call 24/7

    Ability to travel, sometimes on short notice, and be on call 24 hours, 7 days a week

    Leadership experience



    Bachelor's degree (B. A.) from four-year college or university with minimum two years leadership experience; or minimum six years leadership experience; or combination of education and experience, required.



    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, employees and the general public.



    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.




    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.



    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to sit and use hands to finger, handle, or feel.  The employee is occasionally required to stand, walk, reach with hands and arms; and move or lift up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. 


    Ability to sit at workstation for 8 hour shift and perform extensive computer and telephone work.



    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    The noise level in the work environment is usually moderate.

Landstar is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other characteristic protected by federal, state or local laws. Landstar will provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should send an e-mail to


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Landstar uses application information only for employment related purposes, including background investigations and regulatory compliance. Landstar will not disclose the information to any other person or entity, unless compelled by force of law. Landstar stores your application information on computers operated by Ceridian. This on-line application software is provided by Ceridian under an agreement which specifies that Ceridian will not disclose or make any use of application information stored on its secure servers.

Other details

  • Pay Type Salary
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  • Landstar Transportation Logistics, 1000 Simpson Rd, Rockford, Illinois, United States of America