Driver Operations Manager

Position Overview:

The Director of Driver Services oversees the overall operations, strategic direction, and performance of the Driver Services Department. Responsibilities include Owner Operator (O/O) settlements, OTR maintenance and repair, fuel card programs, O/O benefits, ECM data and reporting, the My Truck Program, and related driver services. This position provides departmental leadership, establishes operational priorities, drives process improvements, and ensures accurate, timely, and efficient service delivery. The Director works closely with drivers, clients, vendors, SSLs, RVPs, and senior management to support company objectives, maintain strong business relationships, and ensure departmental activities align with company policies and goals.

Essential Job Responsibilities:

• Provide strategic leadership and oversight of Driver Services operations, ensuring departmental goals, priorities, and service expectations are met.
• Lead, develop, and oversee the Driver Services team, establishing performance expectations, operational priorities, and accountability standards.
• Oversee the O/O settlement process, including checks/direct deposits, EFS issuance and billing, fuel billing, C&D requests, edit lists, journals, escrow accounting, and 1099 verification.
• Oversee OTR repairs, repair payables, expense recovery, DM recovery, and driver deductions; ensure timely resolution of issues with SSLs, drivers, and RVPs.
• Direct the fuel card program and related fuel invoice processing, ensuring accuracy, efficiency, and appropriate controls.
• Oversee and promote Driver Services programs, including O/O benefits, health insurance, O/O savings accounts, and the My Truck Program.
• Develop and maintain strong working relationships with drivers, clients, vendors, SSLs, and RVPs to support service quality, resolve operational challenges, and strengthen business partnerships.
• Oversee coordination and support for Driver Orientations to ensure consistent communication and service delivery.
• Review recovery accounts, vendor month-end statements, terminated driver accounts, and escrow balances; establish appropriate controls and ensure timely follow-up and resolution.
• Oversee the compilation, analysis, and review of ECM data from trucking clients and ensure accurate, meaningful reporting for senior management.
• Establish and monitor departmental procedures, internal controls, and performance measures to promote accuracy, efficiency, compliance, and continuous improvement.
• Identify and implement process improvements, operational efficiencies, and opportunities to enhance the driver experience and overall departmental performance.
• Collaborate with senior management and other departments to address operational needs, resolve escalated issues, and support company-wide initiatives.
• Lead and support special projects and perform other duties as assigned.

Supervisory Responsibilities include:

• Provide leadership, direction, coaching, and professional development for Driver Services staff.
• Establish departmental objectives, performance expectations, and accountability measures; monitor employee performance, productivity, accuracy, and adherence to procedures.
• Oversee workload distribution, staffing needs, and resource allocation to ensure departmental deadlines and service expectations are consistently met.
• Participate in hiring, onboarding, performance evaluations, employee development, and corrective action as needed.
• Serve as the senior departmental escalation point for complex Driver Services, settlement, recovery, and operational issues.
• Foster a collaborative, service-oriented, and results-driven work environment that emphasizes accountability, continuous improvement, and effective communication.
• Evaluate departmental processes and staffing capabilities to support current operations and future business needs.

Job Requirements:

• High school diploma or equivalent required; associate or bachelor's degree in business administration, accounting, finance, or a related field preferred.
• Minimum five years of relevant professional experience, including leadership or supervisory experience; transportation or trucking industry experience strongly preferred.
• Demonstrated experience overseeing O/O settlements and related financial and accounting processes.
• Proven leadership, team development, and operational management skills.
• Strong analytical, organizational, and problem-solving skills, with the ability to evaluate processes, identify trends, and implement improvements.
• Excellent written and verbal communication skills, including the ability to communicate effectively with drivers, clients, vendors, and senior management.
• Strong attention to detail and the ability to manage competing priorities, complex workflows, and departmental deadlines.
• Proficiency in Microsoft Excel and general knowledge of Microsoft Office.
• Ability to establish effective professional relationships, exercise sound judgment, resolve escalated issues, and make informed operational decisions.
• Ability to work independently, lead cross-functional initiatives, and align departmental operations with broader company objectives.