Summary
Own driver performance outcomes across a defined region by combining scorecard-driven performance management with hands-on relationship management. This role is the day-to-day owner of driver excellence: monitoring KPIs, coaching behaviors, resolving pay and route issues, improving customer interactions, and ensuring clear escalation and documentation. The role serves as the operational liaison to Procurement on driver/hauler pay and contract topics, while keeping all discussions documented and compliant.
Own the regional driver performance scorecard and operating cadence: weekly performance reviews, daily escalations, and trend reporting.
Monitor and improve driver KPIs (e.g., on-time, perfect delivery, customer satisfaction, defects/claims, safety incidents, route adherence, productivity).
Conduct structured driver coaching and corrective action: ride-alongs (where applicable), call coaching, retraining, and documented improvement plans.
Serve as the primary point of contact for drivers/teams for operational issues: route problems, customer-site constraints, equipment readiness, and dispatch friction.
Lead resolution of driver pay discrepancies and disputes (missing stops, incorrect pay codes, peak vs base rates, deductions) by validating facts, coordinating with Payroll/AP as needed, and partnering with Procurement on rate governance.
Maintain tight boundaries on compensation discussions: support fact-finding and documentation, route approved rate changes through Procurement, and prevent informal/verbal rate changes.
Partner with site operations to improve route design and execution: reduce late/early variance, eliminate avoidable returns, improve capacity utilization, and reduce rework.
Drive customer interaction quality: standards for in-home professionalism, communication, damage prevention, and issue escalation.
Coordinate with Safety/Compliance on training, incident follow-up, and adherence to company policies and applicable regulations.
Own root-cause analysis for recurring defects (late deliveries, damages, failed installs, customer complaints) and implement corrective/preventive actions.
Maintain complete documentation for driver performance actions, disputes, escalations, and outcomes to ensure auditability.
Provide leadership with a clear weekly narrative: top issues, drivers/lanes at risk, actions taken, and expected impact.
Regional/Site Operations: daily execution, route constraints, performance actions, capacity and staffing.
Procurement: pay/rate governance, contractual boundaries, documentation for rate changes, escalation support.
Safety/Compliance: driver policy adherence, incident investigations, training requirements.
Dispatch/Routing: route design issues, operational constraints, exception handling, communications standards.
Billing/AP/Payroll: pay discrepancies, supporting documentation, dispute resolution workflows.
Customer teams (as applicable): defect feedback loops, service recovery themes, customer-specific requirements.
3-7 years of operations, transportation, last-mile, or driver management experience (or equivalent).
Proven experience managing performance via KPIs/scorecards and translating insights into corrective actions.
Demonstrated ability to coach frontline teams and handle conflict/disputes with documented outcomes.
Working knowledge of safety and compliance expectations for driver operations (company policy and applicable regulations).
Strong written documentation skills and comfort operating in structured workflows.
Comfort with data tools (Excel/Sheets; dashboards; basic analysis) and operational systems (TMS/dispatch tools).
Able to travel across assigned region and work flexible hours aligned to operational needs.
Company Benefits:
Medical
Dental
Vision
401k + Company Match
Employee Assistance Program
Paid Time Off
Flexible Work Schedules (when possible)
And more!
Pay Range:
$80,000 - $90,000.00*
*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
#INDEED
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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