Mgr-Route Operations

Mgr-Route Operations

The Route Operations Manager (ROM), operating within the assigned geographic area of the Market Center, plays a pivotal role in supporting and overseeing daily operations. This position demands independent judgment and discretion in managing complex operational tasks, resolving customer issues, and making decisions that directly impact service quality and business outcomes. The ROM is entrusted with monitoring systems, coordinating administrative functions, and delivering exceptional customer service; including retention strategies, professional engagement, and complaint resolution, often without direct oversight.

In addition to supervising non-management staff, the ROM exercises autonomy in training Route Sales Representatives (RSRs) and Route Sales Supervisors (RSSs), driving district growth through account retention and penetration. The role requires the ability to interpret operational data, assess performance metrics, and implement corrective actions with minimal guidance. The ROM leads route check-ins using ABS and system reporting, and ensures the safe and timely execution of all operational duties while maintaining alignment with company standards and strategic goals. The role requires strong accountability skills including personal accountability to results and the ability to hold others accountable.

Responsibilities / Essential Functions

• Exercise sound judgment and autonomy in overseeing daily operations, system performance, and administrative coordination within the Market Center.
• Lead recruitment, hiring, training, and development of Route Sales teammates, applying discretion in evaluating talent and fostering growth.
• Independently identify and address at-risk and lost accounts, implementing strategic follow-up actions to support retention and recovery.
• Conduct daily route check-ins, weekly route observations, and truck audits using ABS and system reporting tools, applying critical analysis to ensure compliance and performance.
• Drive key performance initiatives by facilitating Check-In Conversations and monitoring metrics such as API sticks, sales contests, and promotional activities.
• Communicate operational challenges, progress, and strategic insights to Territory Managers through detailed reporting and proactive engagement.
• Approve credits, soil counts, and orders with accountability for accuracy and financial impact.
• Manage garment returns, grading, and LR billing processes, ensuring timely and accurate stockroom reconciliation.
• Review garment replacements for signs of misuse, applying discretion in billing decisions and customer communication.
• Collaborate with the production department to resolve shortages and operational inefficiencies, using independent analysis to recommend solutions.
• Conduct performance evaluations of staff, offering constructive feedback and coaching to enhance service delivery and professional development.
• Monitor and manage Market Center cost controls and growth targets, making informed decisions to optimize operational efficiency.
• Oversee timely installation of new accounts and maintain high levels of customer satisfaction through proactive service strategies.
• Coordinate contract renewals through Route Sales teammates, ensuring alignment with customer needs and company standards.
• Ensure safe operation of assigned vehicles by auditing drive scores, reviewing DVIRs, leading safety meetings, and enforcing inspection protocols with discretion and accountability.

Knowledge / Skills / Abilities

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Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.