Director of Operations (Freight Brokerage)

Location: Remote, hybrid, or on-site Asheville (preferred)Reports to: Founder/CEOType: Full-Time, SalariedCompensation: $110,000 to $140,000 base plus 15% bonus tied to performance metricsRelocation: Relocation assistance available for the right candidate (Asheville, NC office only)Growth Path: This role is designed to scale into a VP of Operations seat as Serve FreightgrowsThis is an immediate hire. We are actively interviewing and will move quickly for the rightcandidate.Why This RoleMost operations roles in freight hand you an existing system and ask you to maintain it. Thisone is the opposite. You are building the operating system for a brokerage that is scaling fast,and you have a CEO who wants you to own it.In your first 90 days you will see be able to tangibly feel the difference you are making in theorganization. In your first year you will have built the playbooks, the cadence, and the teamstandards that the company runs on for the next phase of growth. The work is visible, the impact s measurable, and the opportunity for growth is real.If you are an operator who has been waiting for a seat where you build the engine instead ofinheriting one, this is that seat.About Serve FreightServe Freight is a third-party logistics provider specializing in high-stakes, time-sensitive, andcomplex shipments. We are building a multi-division logistics platform with a freight brokeragethat runs like a machine.Founded and led by John Pidgorodetskiy, Serve Freight is a founder-driven company with aclear vision and an accelerating growth curve. John brings high standards, a bias for pace, anda willingness to invest in the people who help him build the company. You will work with himdirectly on the operational decisions that shape where the business goes next.Location FlexibilityWe are open to the following arrangements, in order of preference:• On-site Asheville, NC (relocation assistance available)• Hybrid in Charlotte, Cleveland (OH), or Atlanta with some travel to Asheville• Fully remote for exceptional candidates with a strong record of operating remotely in afreight brokerage environmentThe RoleAs the Director of Operations (Brokerage), you will play a central role in scaling Serve Freight'soperational infrastructure and execution quality. You will work directly alongside the CEO and leadership team to build, document, and run the systems that power every operational functionin the company.Your primary job is building and running the internal engine that makes everything workseamlessly. SOPs, process flow maps, training programs, operational playbooks, KPIownership, and accountability systems across carrier sales, account management, andoperations support.This role is for an operator who doesn't just build the engine but can squeeze every ounce ofhorsepower out of it for consistent results. You are comfortable recording a Loom walkthroughfor track and trace, designing a process flow map in Miro, pulling a report on quote responsetime, and coaching a CSR on performance standards, all in the same afternoon.Role and Responsibilities• Own and continuously improve the end-to-end operational workflow, from quotingthrough delivery, identifying bottlenecks, eliminating inefficiencies, and drivingmeasurable outcomes across the brokerage.• Enforce the quoting and load lifecycle workflow as the operational standard and hold theline on process adoption.• Design, document, and implement SOPs, process flow maps, and operational playbooksthat create consistency, reduce errors, and enable the team to scale without sacrificingservice.• Build and maintain training and development materials for all carrier sales andoperations support staff, ensuring every team member has clear guidance, knows thestandard, and can execute independently.• Provide hands-on operational leadership to the carrier sales and operations supportteams, setting expectations and driving continuous improvement.• Own internal operational KPIs (margin per load, on-time performance, quote responsetime, invoice accuracy, claims rate, SLA adherence), proactively raising issues andexecuting fixes before they become customer or carrier-facing problems.• Leverage and optimize tools and systems, including Turvo, HubSpot, Highway, ID Scan,DAT, Miro, Notion, Loom, and ClickUp to improve process efficiency, data accuracy, andteam workflows.• Audit and optimize TMS configuration. Identify gaps, unused features, and integrationopportunities. Drive adoption of email distribution group routing and standards.• Own the after-hours coverage model, escalation protocols, and exception managementfor time-critical and high-value freight.• Build and maintain a live performance dashboard so the team and leadership have real-time visibility into operational KPIs, by role and by team.• Collaborate directly with the CEO and leadership team on strategic planning and theoperational foundation for Serve Freight's next phase of growth.• Support the buildout of a scalable freight brokerage, including contributing to hiringdecisions, onboarding frameworks, and performance standards as the company grows.What You Will DoFirst 30 Days• Shadow every operational role (carrier sales, CSR, AM, track and trace, admin).Document strengths, gaps, and bottlenecks for each function.• Identify the top 10 processes needing SOPs first, ranked by both revenue impact andemployee experience impact.• Take ownership of the TMS quoting workflow rollout. Monitor compliance daily, hold theline on adoption, and report out to the CEO on progress.• Begin building relationships with the carrier sales and operations support teams.Understand current workflows, communication rhythms, and quality gaps.• Be active in the weekly operating cadence, contributing operational insights andsurfacing improvement opportunities.• Begin building interview rubrics, scoring criteria, and onboarding frameworks forupcoming operational hires.• Pull initial snapshots of operational performance: volume by account, margin by lane,team productivity, and carrier performance to support leadership decision-making.Days 31 to 90• Build and publish the first ~10 SOPs with Loom walkthroughs. Begin building the traininglibrary for all carrier sales, account management, and operations support staff.• Complete an end-to-end company-wide process flow map focused on speed to cash.Identify every handoff, bottleneck, and failure point.• Run the first monthly performance reviews using real data and a KPI framework.• Design and document a structured onboarding program for all future operations andcarrier sales hires.• Define minimum activity requirements, performance tiers, and escalation protocols forthe operations team and carrier sales.• Build a live performance dashboard so the team and leadership have real-time visibilityinto operational KPIs by role and by team.• Deliver a clean operations report for leadership: volume trends, margin by customer,team productivity metrics, and bottleneck status. Operational reporting and analysis isowned by you.• Complete the TMS configuration audit. Document unused features, integrationopportunities, and a buildout roadmap aligned to SOP and automation rollout.• Take direct operational leadership of the offshore team, with clear expectations, regularcheck-ins, and quality control cadence in place. Days 91 to 180+• All core SOPs complete (~20 plus). Loom library and training materials built. Processflow maps finalized and published.• Deploy 2 to 3 automations that eliminate manual work and reduce error rates.• Launch incentive programs tied to operational KPIs.• Operations reporting runs on a recurring cadence. Leadership has a standing datapackage for strategic planning.• Begin scoping operational playbooks for other service lines.• Training and development materials are complete, maintained, and actively used by alloperations and carrier sales staff.• Operations support teams operating under your direct leadership with documentedworkflows, performance standards, and escalation protocols.• Driving down cost-per-load and producing reliable margin-per-load reporting at the load,lane, and customer level.What You BringRequired• 5 to 7 years in the freight brokerage or logistics industry. You have seen inside abrokerage and understand the full workflow from quote to delivery.• Strong process documentation skills. You have built SOPs, training programs, processflow maps, or operational playbooks before, not just followed them.• Comfortable pulling data and building reports. You do not need to be a strategist, butyou need to be fluent in operational, carrier, and revenue metrics and able to track andreport out on what matters.• Experience with TMS platforms (Turvo strongly preferred) and CRM tools (HubSpotpreferred).• Proficiency with DAT, Highway, ID Scan, and standard freight coverage and compliancetools.• Proficiency with Notion, Loom, Miro, ClickUp, Google Workspace, and basicspreadsheet modeling.• Self-directed. You create your own task list, identify what needs fixing, and go fix itwithout waiting for direction.• Comfortable with accountability. You will coach, confront, and hold people across theorganization to the standards you help build.• If remote or hybrid, a demonstrated track record of running operational teams withoutbeing in the same room. You know how to build cadence, visibility, and accountabilityacross distance.Preferred• Experience building operational dashboards or recurring performance reports.• Background in process automation (Zapier, Make, or TMS-native tools).• Experience in a high-growth or founder-led environment, wearing multiple hats.• Exposure to project logistics, over-dimensional or overweight freight, or specialized andhigh-stakes shipments.• Familiarity with carrier vetting and sourcing workflows, and compliance documentation(insurance, authority, safety scores).• Experience managing or providing operational leadership to remote or offshore teams.

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