Maui Operations Manager

The Operations Manager oversees all daily operations within their assigned location, optimizing efficiency, safety, and compliance across all functions. This role is responsible for leading staff, maintaining workflows, ensuring fleet and regulatory compliance, and driving continuous improvement to achieve operational excellence.

Experience, Knowledge, and Skills

• Proven ability to develop and deliver customer service, job skills, and leadership training programs.
• Intermediate to advanced computer proficiency, including Microsoft Word, Excel, Outlook, and PowerPoint.
• Strong knowledge of customer service principles, coaching and training methods, and effective communication techniques across written, verbal, and visual formats.
• Demonstrated understanding of process improvement and workflow optimization, including customer needs assessment and service quality evaluation.
• Familiarity with DOT and Harbor-related regulations and safety requirements.
• Excellent organizational, presentation, and interpersonal communication skills.
• Strong leadership abilities with experience in coaching, counseling, and conducting investigative interviews.
• Skilled in facilitating meetings, problem-solving, and making sound operational decisions.

Key Responsibilities

• Partner with executive leadership to develop and execute strategic goals supporting operational efficiency and growth.
• Ensure full compliance with all DOT, OSHA, and safety regulations.
• Manage the location’s scheduling and logistics decision-making.
• Oversee recruitment, interviewing, and hiring for drivers, dispatchers, and other key roles.
• Direct and support station staff in managing daily operations, ensuring clear and consistent communication.
• Oversee employee relations, ensuring fair and consistent handling of performance and disciplinary matters in collaboration with HR.
• Maintain and submit management reports as assigned.
• Investigate and resolve customer complaints and operational issues promptly and professionally.
• Collaborate with the Safety Manager to oversee accident investigations and ensure timely reporting.
• Support the Safety and HR teams in administering the Company’s Drug and Alcohol Testing Program.
• Contribute to both short- and long-term operational planning and organizational strategy.
• Develop and implement operational goals, policies, and procedures that drive efficiency and team engagement.
• Promote a clean, safe, and organized work environment across all work areas, offices, and company vehicles.
• Manage inventory, equipment, and maintenance needs, ensuring all assets are accounted for and in working order.
• Perform other related duties as assigned.

Physical, Mental, and Communication Requirements

• Demonstrated ability to maintain professionalism and customer service excellence when interacting with employees, customers, and management.
• Must be able to sit, stand, and walk frequently throughout the day.
• Must be able to lift up to 30 lbs. occasionally.
• Strong written communication skills, including report and policy writing.
• Ability to present information effectively to groups of employees, management, and customers.
• Strong analytical and problem-solving skills; able to collect data, identify issues, and develop practical solutions.
• Capable of managing multiple priorities and adapting to a fast-paced, dynamic environment.
• Flexible schedule required to oversee a seven-day, multi-shift operation, including evenings, weekends, and holidays as needed.
• May require occasional overtime and travel.

Education

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Management, Marketing, or a related field preferred.
• Four years of relevant management experience in operations, training, or customer service may be substituted for education. Specialized training may also be considered.