Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.

Lead and Grow with Us!

NOVO Health Services is a leading provider of healthcare linen solutions, delivering a fresh and innovative approach to the industry. Our focus on patient experience, infection prevention, and operational excellence enables us to improve linen quality while reducing overall program costs for our healthcare partners.

With HLAC-accredited facilities and a commitment to continuous improvement, NOVO is redefining how healthcare linen programs are managed across the country.

NOVO Health Services is seeking a strategic and experienced Operations Manager to lead courier and trucking operations across our New Hampshire market, ensuring safe, efficient, and compliant service delivery in a 24/7, 365-day operating environment.

This role is responsible for overseeing drivers, dispatch personnel, and operational staff, directing recruitment, coaching, and performance management while driving results across safety, compliance, customer service, and financial performance.

The ideal candidate is a strategic, hands-on leader with strong operational and people-management skills, a track record of driving KPI performance, and the ability to build strong relationships with customers and cross-functional partners.

Key Responsibilities

Operations & Service Delivery

Provide strategic leadership and day-to-day oversight of all courier and trucking operations within the New Hampshire market, ensuring safe, efficient, and compliant service delivery
Monitor key performance indicators (KPIs), including on-time delivery, route efficiency, customer satisfaction, driver productivity, attendance, safety, and financial performance
Analyze operational data to identify trends, improve efficiencies, reduce costs, and implement continuous improvement initiatives
Manage scheduling, staffing levels, route optimization, and resource allocation to ensure operational excellence while controlling labor expenses
Ensure all equipment, company assets, and operational facilities are properly maintained and utilized efficiently
Conduct facility audits, ride-alongs, driver observations, and operational quality inspections
Assist with launching new customer accounts and expanding existing courier and trucking operations

Leadership & Team Development

Direct the recruitment, hiring, onboarding, training, coaching, and performance management of drivers, dispatch personnel, and operational staff
Conduct regular performance reviews, disciplinary actions, coaching sessions, and employee development plans to build a high-performing operations team
Promote employee engagement, retention initiatives, and company culture
Support recruiting efforts through interviews, hiring events, and community outreach
Serve as acting regional leadership when needed

Compliance & Safety

Ensure all transportation operations comply with customer regulations, DOT, OSHA standards, HIPAA, company policies, customer requirements, and all applicable federal, state, and local regulations
Lead investigations involving accidents, customer complaints, safety incidents, service failures, and employee concerns while ensuring proper documentation and corrective action
Maintain high standards of professionalism, accountability, integrity, and customer service throughout all areas of operation

Customer & Business Relations

Develop and maintain strong relationships with customers by delivering exceptional service, responding to operational concerns, and proactively resolving issues
Participate in customer meetings, operational reviews, contract implementations, and business development efforts when necessary
Be available to respond to operational emergencies, customer escalations, and after-hours business needs as required

Administrative & Financial Management

Partner with Human Resources, Safety, Recruiting, Payroll, and Executive Leadership to support company initiatives and operational goals
Prepare operational reports, forecasts, budgets, and staffing plans while maintaining accountability for departmental financial performance
Support regional leadership with special projects, acquisitions, and operational growth initiatives
Participate in leadership meetings and provide recommendations for operational improvements

Qualifications

Required

Minimum of 3 years managing supervisors, drivers, or multi-site operational teams
Demonstrated experience managing budgets, labor costs, productivity metrics, and operational KPIs
Strong knowledge of DOT, HIPAA, and OSHA regulations, safety compliance, driver qualification requirements, and transportation best practices
Proven leadership experience with hiring, coaching, employee development, performance management, and conflict resolution
Excellent communication, organizational, and problem-solving skills
Proficiency with Microsoft Office, TMS, CRMs, and transportation management software
Valid driver's license
Ability to pass background screening and pre-employment drug screening
Ability to travel throughout the service area as needed
Willingness to work flexible hours, including evenings, weekends, holidays, and on-call responsibilities when business needs require

Preferred

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation Management, or a related field, or equivalent management experience
Minimum of 5 years of progressive operations management experience, preferably within transportation, logistics, courier, distribution, or last-mile delivery
Experience managing medical courier, pharmaceutical logistics, healthcare transportation, or time-sensitive delivery operations
Experience with route optimization software, GPS fleet management systems, and transportation management systems (TMS)
Experience managing operations with 50+ employees across multiple shifts
Previous P&L responsibility with annual operating budgets
Experience with Workday, Samsara, or similar operational management platforms
Commercial driving experience
OSHA, HIPAA, DOT, or transportation safety certifications
Strong customer relationship management experience with contract logistics or dedicated transportation accounts

Key Competencies

Strategic, hands-on leadership with strong people-management and coaching skills
Strong analytical and problem-solving skills with a focus on continuous improvement
Ability to manage multiple priorities in a fast-paced, 24/7 operating environment
Excellent verbal and written communication skills across all levels of the organization
Sound judgment and integrity when handling investigations, compliance matters, and employee relations
Strong customer relationship management and business development orientation
Adaptability and composure when responding to operational emergencies and escalations

Physical & Work Environment Requirements

Ability to travel throughout the service area as needed
Willingness to work flexible hours, including evenings, nights, weekends, and holidays in a 24/7, 365-day operation
Availability to respond to operational emergencies, customer escalations, and after-hours business needs
Valid driver's license and ability to pass background screening and pre-employment drug screening
Ability to work across office, warehouse, and vehicle/field environments as operational needs require

What we can offer you as a full-time associate:
Competitive pay
Paid Holidays
Paid Time Off Program (PTO)
401(k) w/Employer Match
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Medical, Dental, and Vision Programs
Basic Life/AD&D Insurance
Long-Term Disability (LTD)

Why work for Novo Health Services?

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.
Complete an on-line application at www.novohealthservices.com!
All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin veteran, or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer. Drug-Free Workplace.

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