General Manager - Delivery Operations

The General Manager, Delivery Operations owns the complete delivery outcome for our flagship Moonachie, NJ warehouse — Fleet, Personal and Food Safety; delivery success, on-time performance, dispatch reliability, driver productivity, and the customer delivery experience — across both Day and Night shifts under the site's single threaded owner  (STO) model. The General Manager, Delivery Operations drives results through the Day and Night Delivery AGMs, owns site-wide Driver Safety and Training strategy, leads major delivery initiatives, and represents EWR1 in network-level delivery conversations — while modeling servant leadership that enables AGMs to own their shifts.  The GM, Delivery Ops must be able to support and back-up the Sr GM in his/her absence.  Additionally, the GM must share P&L ownership  - to deliver OPEX and EBITDA targets. Our delivery operation is primarily at night and the work schedule for this role will also be primarily working at night.

Reports to: Senior General Manager

Direct reports: AGM, Day Delivery Operations; AGM, Night Delivery Operations; Trainers

Travel requirement: As required 

Essential Responsibilities:

• Safety & Training Ownership: Directly owns EWR1's driver safety and training function, with Trainers reporting into this role. Liaise with HR, Safety, and Training partners on process improvements to training design and delivery. Evolves the use of Trainers beyond the first two weeks of onboarding into a comprehensive training strategy that incorporates ongoing observation and retraining. The project manages key safety initiatives (e.g., safety stand-up sign-offs, major safety trainings) and owns the site strategy to reduce total recordable incident rate (TRIR) and vehicle incident rate (VIR) within the delivery teams.  Owns telematics and violations compliance in close partnership with Fleet Lead. 
• Delivery Performance & Metric Ownership: Own the full delivery scorecard  across Day and Night operations, translating the Senior General Manager's annual objectives into concrete strategy executed through the Day and Night AGMs. Propose improvement strategies, secure AGM buy-in, and hold both shifts accountable for delivery success, on-time dispatch, and productivity results.
• Capital Expenditures: Reviews with Fleet Lead and Senior General Manager any proposals for capital requests including fleet and equipment.
• Staffing Management: Works with Delivery AGMs to ensure shift level staffing plans are sufficient and manage OT within pre-defined budgets and escalates any proposed staffing level changes (increase or decreases) to Senior GM for approval.
• Food Safety Program: Own the development and implementation of EWR1's Food Safety program, including flawless MSS execution and a cold-chain improvement strategy, partnering with ICQA/Inbound leadership on execution, compliance and auditing standards. 
• Strategic & Cross-Functional Project Management: Lead major delivery-focused initiatives (e.g., scan-at-delivery, Burq pilot) from planning through execution at EWR1, and represent EWR1 in network-level delivery strategy and technology direction.
• Routing Management: Owns routing standards, configuration/parameter governance, the scenario-testing and optimization roadmap, and vendor/tool relationship and driving key improvements in all routing processes at EWR1.
• Leadership Model & Shift Coverage: Models servant leadership toward the AGMs for Delivery Operations — enabling them to own objectives rather than exercising direct floor oversight during overlap shifts.Take a mentoring and modeling approach to after-action review rather than real-time direct correction — with the exception of safety, compliance, and food safety where direct, in-the-moment coaching is always expected to prevent injury or accident.
• Continuous Improvement & Cross-Functional Problem Solving: Own continuous improvement for delivery operations — identify and diagnose upstream issues affecting delivery performance (e.g., mispicks), develop proposals to resolve root causes, and assemble and lead cross-functional project teams (e.g., Pick/Pack, ICQA, Fleet) to troubleshoot and drive issues to resolution. Escalates to Sr. General manager proposed changes to the STO model, anything affecting another function's SLAs, network-facing commitments.
• Backup Coverage: Identifies critical must dos with lack of scheduled coverage and acts as coverage for the Delivery AGM team for all tasks including but not limited to leadership coverage, routing, audits, training, etc…
• Team Communication and Escalation: Hold recurring delivery-specific staff meetings to review current performance against metrics and align the team on what they can deliver or what the incumbent can unlock or enable to drive meaningful improvement. Communicate effectively cross-functionally on key initiatives, escalations and operational issues. Immediately escalates OSHA recordables, major customer service failures, cold-chain excursions above threshold, any safety incidents.

Core Competencies:

• Industry Experience: 6-8 years of operations management experience in warehousing, logistics, distribution, including an emphasis on final-mile delivery, including experience owning outcomes across multiple shifts or functions rather than a single shift.
• Leadership Through Leaders: 3+ years managing through other leaders rather than direct floor supervision — demonstrated ability to drive results and gain buy-in without direct authority over every execution detail.
• Performance Driven: Demonstrated ability to deliver metrics across Safety, People, Quality, Productivity, and Costs across multiple shifts. Must have an intense bias for action and results.
  
  
• Subject Matter Expertise: Strong working knowledge of routing/dispatch operations, food safety and cold-chain compliance, and safety/training program management. OSHA, DOT, or other relevant safety certifications preferred.
• Project & Change Management: Proven experience leading cross-functional projects with measurable outcomes, ideally including exposure to network-level or multi-site initiatives.
• Collaboration & Influence: Ability to deliver results by working with matrix teams (Pick/Pack, ICQA, Fleet, HR, Safety) and to build trust with AGMs to enable ownership rather than direct oversight.
• Communications:  Must be adept with instant messenger (slack) style software.  Presents formal and informal recommendations using a variety of tools, including spreadsheets, presentations and other related data systems. 
• Financial Acumen: Experience owning labor budgets, overtime, and P&L-adjacent delivery metrics. 

Compensation for this role is based upon prior experience and is up to $135,000.