Regional Director of Operations

Position Overview

The Regional Director of Operations is responsible for the overall performance, leadership, and development of warehouse and distribution operations throughout the assigned region. Reporting to the VP of Operations, this position provides direct leadership and oversight of Regional Managers, who are accountable for the day-to-day performance of their assigned facilities.

The Regional Director establishes operating standards, drives financial and operational performance, develops leadership talent, and ensures consistent execution across all facilities. This role holds Regional Managers accountable for safety, customer service, productivity, labor management, inventory accuracy, and profitability while ensuring alignment with Metropolitan Warehouse & Delivery's companywide objectives.

The Regional Director translates company strategy into measurable regional results, strengthens leadership accountability, and drives continuous improvement across the operation. Success requires the ability to lead through others, identify opportunities for improvement, and ensure each Regional Manager delivers consistent, measurable results.

Primary Responsibilities

1. Regional Operations Leadership Provide leadership and accountability for operational performance across all assigned regional facilities. Directly manage and develop Regional Managers, establishing clear performance expectations and measurable objectives. Ensure consistent execution of company policies, operating procedures, customer requirements, and service standards. Conduct regular business reviews with Regional Managers to evaluate performance, address operational challenges, and establish corrective actions. Partner with the VP of Operations to implement company initiatives and achieve regional objectives. Ensure effective coordination between warehouse operations, transportation, linehaul, final-mile, customer service, and corporate functions. Support facility launches, expansions, customer implementations, and regional growth initiatives.
2. Regional Manager Development & Accountability Recruit, coach, develop, and retain high-performing Regional Managers. Establish clear accountability for financial results, service performance, safety, productivity, and leadership effectiveness. Evaluate Regional Manager performance through regular reviews of KPIs, financial results, and operational execution. Develop leadership succession plans and strengthen the management pipeline throughout the region. Ensure Regional Managers effectively lead their facility management teams and maintain appropriate staffing and leadership coverage. Address performance deficiencies through structured coaching, improvement plans, and accountability measures. Promote a culture of ownership, collaboration, continuous improvement, and consistent execution.
3. Customer Service & Operational Performance Ensure regional facilities meet customer SLAs, contractual commitments, and Metropolitan service standards. Support customer relationships and participate in business reviews and escalated operational discussions as needed. Identify service risks and performance gaps before they negatively affect customers. Hold Regional Managers accountable for resolving customer escalations, inventory discrepancies, product damage, and service failures. Partner with Customer Success and Account Management to improve customer satisfaction, service quality, and retention.
4. Financial & Productivity Management Maintain accountability for regional operating budgets, labor expenses, productivity, and financial performance. Monitor key cost drivers, including labor utilization, overtime, temporary labor, cost per unit, cost per CFT, and facility capacity. Identify opportunities to reduce operating costs, improve throughput, optimize labor, and increase facility utilization. Review financial performance with Regional Managers and implement corrective actions when results fall below expectations. Support forecasting, budgeting, and resource planning in partnership with the VP of Operations and other functional leaders. Ensure Regional Managers understand their financial responsibilities and actively manage their facilities to established targets.
5. Inventory, Quality & Process Compliance Ensure consistent execution of receiving, putaway, storage, picking, staging, shipping, cross-dock, returns, and inventory control processes. Maintain high standards for inventory accuracy, scan compliance, order fulfillment, and product handling. Ensure consistent execution of Metropolitan's standard operating procedures across all facilities. Hold Regional Managers accountable for inventory discrepancies, product damage, warehouse claims, and process compliance. Standardize successful processes and best practices across the region. Ensure facilities maintain appropriate housekeeping, security, equipment, and building standards.
6. Safety & Risk Management Establish and reinforce a regional culture focused on employee safety, regulatory compliance, and risk reduction. Ensure Regional Managers maintain compliance with applicable OSHA requirements and company safety policies. Review safety performance, incidents, and corrective actions with Regional Managers. Drive accountability for equipment safety, facility conditions, employee training, and incident prevention. Ensure corrective actions are completed promptly and effective safety practices are implemented consistently across the region.
7. KPI Management & Continuous Improvement Establish disciplined weekly and monthly performance reviews with Regional Managers. Monitor regional KPIs and identify trends, operational risks, and opportunities for improvement. Develop and execute corrective action plans for underperforming facilities. Lead initiatives to improve productivity, service, quality, inventory accuracy, and cost efficiency. Use operational data to support decision-making and measure the effectiveness of improvement initiatives. Provide regular performance updates, analysis, and recommendations to the VP of Operations. Ensure accountability for results at every level of the regional organization.

Qualifications

Bachelor's degree in Supply Chain, Logistics, Operations Management, Business, or a related field preferred. 10+ years of progressive leadership experience in warehouse, distribution, transportation, or logistics operations. Experience leading multiple facilities, Regional Managers, or geographically dispersed operational teams preferred.

Demonstrated ability to manage financial performance, operating budgets, KPIs, customer SLAs, and productivity standards. Experience in 3PL warehousing, furniture, big-and-bulky products, home furnishings, or final-mile logistics preferred. Strong understanding of warehouse operations, inventory management, transportation coordination, and distribution processes.

Proven ability to develop leaders, improve operational performance, and manage organizational change. Strong financial, analytical, problem-solving, and decision-making skills. Excellent communication, relationship management, coaching, and leadership abilities. Ability to travel regularly between regional facilities and customer locations.

Ability to manage multiple priorities in a fast-paced, growth-oriented environment.