Director of Customer Success – Growth
OpenLoop
Fulfillment Operations Manager
LoadUp
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Oversee daily job fulfillment by optimizing provider dispatch, job coverage, and service-level performance across multiple U.S. markets.
- Proactively recruit, vet, and onboard high-quality Loaders in core and emerging markets to maintain healthy coverage and supply-demand balance.
- Boost Loader engagement, drive job acceptance rates, and resolve operational escalations with speed and empathy.
- Hire, coach, and develop a high-performing operations team; set clear goals, track KPIs, and foster accountability.
- Drive continuous improvements in operational KPIs, including job fill rate, on-time performance, and response times.
- Negotiate job rates and set clear performance expectations with Loaders.
- Collaborate cross-functionally with Product, Customer Experience, and Sales to identify friction points and enhance platform scalability.
- Leverage data to make informed decisions, anticipate market needs, and streamline workflows for better Loader and customer outcomes.
Requirements
- 3 – 6 years of experience in platform operations, marketplace fulfillment, or gig economy environments.
- Experience managing or supporting a distributed 1099 or field-based workforce.
- Strong operations acumen—comfortable with systems and handling a fire drill.
- Experienced people leader in a fast-paced environment with a focus on performance management, development, and team motivation.
- Excellent communication and negotiation skills.
- Action-oriented problem solver with a continuous improvement mindset.
- Comfortable working with modern generation dispatch systems, workforce management tools, CRM platforms, and communication software.
