Final Mile General Manager at Confidential in Normal, IL

Final Mile Manager (GM) – Job Description

Position Summary

The Final Mile Manager is responsible for full operational and financial leadership of last-mile delivery operations, including home delivery, warehouse/distribution activity, and transportation execution. This role oversees P&L, service performance, safety, customer satisfaction, and team leadership to ensure efficient and on-time delivery to end customers.

Key Responsibilities

Operational Leadership

• Lead and ensure the successful execution of all final mile operations, including routing, dispatch, and warehouse activities with full accountability for performance KPIs
• Ensure on-time delivery, service quality, and customer satisfaction metrics are consistently met
• Monitor daily performance and resolve service failures, delays, or capacity issues
• Implement process improvements to drive efficiency, productivity, and cost control
• Recruit and grow successful delivery teams to successfully achieve performance KPIs for customer volume and expectations
• Communicate effectively and efficiently

Financial & P&L Management

• Own full site P&L, including budgeting, forecasting, and cost control
• Analyze financial and operational metrics to improve profitability
• Manage labor, transportation, and vendor costs to meet budget expectations

Team Leadership & Development

• Lead, coach, and develop operations managers, supervisors, office staff, and drivers/contractors
• Drive accountability through KPIs, performance management, and training programs
• Recruit, onboard, and retain talent to support growth including drivers, helpers, and administrative staff

Customer & Client Management

• Act as the primary point of contact for clients/customers
• Ensure contract compliance and delivery performance expectations are met
• Resolve escalations and maintain strong business relationships

Process Improvement & Strategy

• Develop and implement operational strategies for growth and scalability
• Track, communicate, and analyze KPIs (delivery time, damage rates, cost per stop, etc.) consistently and effectively
• Implement continuous improvement initiatives leveraging data and technology

Compliance & Safety

• Ensure compliance with DOT, OSHA, and company safety standards
• Promote a culture of safety and accountability across the operation
• Conduct audits and enforce policies/procedures
• Ensure all equipment is maintained and safe for operation

Cross-Functional Collaboration

• Partner with sales, customer service, warehouse, and corporate leadership
• Align operational execution with company goals and customer expectations
• Act as liaison between the site and corporate leadership

Key Performance Indicators (KPIs)

• On-time delivery %
• Cost per delivery / cost per stop
• Customer satisfaction (NPS or client scorecards)
• Delivery exception / damage rates
• Labor productivity and turnover
• Safety metrics (incidents, claims)
• Other Customer-centric goals

Qualifications Required

• 5–10+ years of experience in logistics, transportation, or final mile delivery operations
• 3+ years in a senior leadership role (GM, Operations Director, etc.)
• Experience managing P&L and high-volume operations
• Strong leadership, coaching, and team development skills
• Proven ability to improve operational performance and customer satisfaction

Preferred

• Experience in home delivery, white-glove delivery, or 3PL final mile operations
• Bachelor’s degree in Business, Supply Chain, or related field
• Experience with TMS/WMS systems and route optimization tools

Core Competencies

• Strategic leadership & decision-making
• Financial acumen & cost control
• Customer-focused mindset
• Data-driven problem solving
• Process improvement & scalability
• Communication & stakeholder management

Work Environment

• Fast-paced logistics and home delivery operation
• Mix of warehouse, office, and field (delivery operations)
• May require evenings/weekends based on business demand

“Own the last mile—and the customer experience.”
Lead a high-impact operation where execution, people leadership, and customer satisfaction meet growth and profitability.

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person