Director of Operations (Freight Brokerage) (Atlanta)
Serve Freight, Atlanta, GA, United States
Location:
Remote, hybrid to Atlanta, or on-site Asheville (preferred) Reports to:
Founder/CEO Type:
Full-Time, Salaried Compensation:
$110,000 to $140,000 base plus 15% bonus tied to performance metrics Relocation:
Relocation assistance available for the right candidate (Asheville, NC office only) Growth Path:
This role is designed to scale into a VP of Operations seat as Serve Freight grows
This is an immediate hire. We are actively interviewing and will move quickly for the right candidate.
Why This Role Most operations roles in freight hand you an existing system and ask you to maintain it. This one is the opposite. You are building the operating system for a brokerage that is scaling fast, and you have a CEO who wants you to own it.
In your first 90 days you will see be able to tangibly feel the difference you are making in the organization. In your first year you will have built the playbooks, the cadence, and the team standards that the company runs on for the next phase of growth. The work is visible, the impact s measurable, and the opportunity for growth is real.
If you are an operator who has been waiting for a seat where you build the engine instead of inheriting one, this is that seat.
About Serve Freight Serve Freight is a third-party logistics provider specializing in high-stakes, time-sensitive, and complex shipments. We are building a multi-division logistics platform with a freight brokerage that runs like a machine.
Founded and led by John Pidgorodetskiy, Serve Freight is a founder-driven company with a clear vision and an accelerating growth curve. John brings high standards, a bias for pace, and a willingness to invest in the people who help him build the company. You will work with him directly on the operational decisions that shape where the business goes next.
Location Flexibility We are open to the following arrangements, in order of preference: • On-site Asheville, NC (relocation assistance available) • Hybrid in Charlotte, Cleveland (OH), or Atlanta with some travel to Asheville • Fully remote for exceptional candidates with a strong record of operating remotely in a freight brokerage environment
The Role As the Director of Operations (Brokerage), you will play a central role in scaling Serve Freight's operational infrastructure and execution quality. You will work directly alongside the CEO and leadership team to build, document, and run the systems that power every operational function in the company.
Your primary job is building and running the internal engine that makes everything work seamlessly. SOPs, process flow maps, training programs, operational playbooks, KPI ownership, and accountability systems across carrier sales, account management, and operations support.
This role is for an operator who doesn't just build the engine but can squeeze every ounce of horsepower out of it for consistent results. You are comfortable recording a Loom walkthrough for track and trace, designing a process flow map in Miro, pulling a report on quote response time, and coaching a CSR on performance standards, all in the same afternoon.
Role and Responsibilities • Own and continuously improve the end-to-end operational workflow, from quoting through delivery, identifying bottlenecks, eliminating inefficiencies, and driving measurable outcomes across the brokerage. • Enforce the quoting and load lifecycle workflow as the operational standard and hold the line on process adoption. • Design, document, and implement SOPs, process flow maps, and operational playbooks that create consistency, reduce errors, and enable the team to scale without sacrificing service. • Build and maintain training and development materials for all carrier sales and operations support staff, ensuring every team member has clear guidance, knows the standard, and can execute independently. • Provide hands-on operational leadership to the carrier sales and operations support teams, setting expectations and driving continuous improvement. • Own internal operational KPIs (margin per load, on-time performance, quote response time, invoice accuracy, claims rate, SLA adherence), proactively raising issues and executing fixes before they become customer or carrier-facing problems. • Leverage and optimize tools and systems, including Turvo, HubSpot, Highway, ID Scan, DAT, Miro, Notion, Loom, and ClickUp to improve process efficiency, data accuracy, and team workflows. • Audit and optimize TMS configuration. Identify gaps, unused features, and integration opportunities. Drive adoption of email distribution group routing and standards. • Own the after-hours coverage model, escalation protocols, and exception management for time-critical and high-value freight. • Build and maintain a live performance dashboard so the team and leadership have real- time visibility into operational KPIs, by role and by team. • Collaborate directly with the CEO and leadership team on strategic planning and the operational foundation for Serve Freight's next phase of growth. • Support the buildout of a scalable freight brokerage, including contributing to hiring decisions, onboarding frameworks, and performance standards as the company grows.
What You Will Do
First 30 Days • Shadow every operational role (carrier sales, CSR, AM, track and trace, admin). Document strengths, gaps, and bottlenecks for each function. • Identify the top 10 processes needing SOPs first, ranked by both revenue impact and employee experience impact. • Take ownership of the TMS quoting workflow rollout. Monitor compliance daily, hold the line on adoption, and report out to the CEO on progress. • Begin building relationships with the carrier sales and operations support teams. Understand current workflows, communication rhythms, and quality gaps. • Be active in the weekly operating cadence, contributing operational insights and surfacing improvement opportunities. • Begin building interview rubrics, scoring criteria, and onboarding frameworks for upcoming operational hires. • Pull initial snapshots of operational performance: volume by account, margin by lane, team productivity, and carrier performance to support leadership decision-making.
Days 31 to 90 • Build and publish the first ~10 SOPs with Loom walkthroughs. Begin building the training library for all carrier sales, account management, and operations support staff. • Complete an end-to-end company-wide process flow map focused on speed to cash. Identify every handoff, bottleneck, and failure point. • Run the first monthly performance reviews using real data and a KPI framework. • Design and document a structured onboarding program for all future operations and carrier sales hires. • Define minimum activity requirements, performance tiers, and escalation protocols for the operations team and carrier sales. • Build a live performance dashboard so the team and leadership have real-time visibility into operational KPIs by role and by team. • Deliver a clean operations report for leadership: volume trends, margin by customer, team productivity metrics, and bottleneck status. Operational reporting and analysis is owned by you. • Complete the TMS configuration audit. Document unused features, integration opportunities, and a buildout roadmap aligned to SOP and automation rollout. • Take direct operational leadership of the offshore team, with clear expectations, regular check-ins, and quality control cadence in place.
Days 91 to 180+ • All core SOPs complete (~20 plus). Loom library and training materials built. Process flow maps finalized and published. • Deploy 2 to 3 automations that eliminate manual work and reduce error rates. • Launch incentive programs tied to operational KPIs. • Operations reporting runs on a recurring cadence. Leadership has a standing data package for strategic planning. • Begin scoping operational playbooks for other service lines. • Training and development materials are complete, maintained, and actively used by all operations and carrier sales staff. • Operations support teams operating under your direct leadership with documented workflows, performance standards, and escalation protocols. • Driving down cost-per-load and producing reliable margin-per-load reporting at the load, lane, and customer level.
What You Bring Required • 5 to 7 years in the freight brokerage or logistics industry. You have seen inside a brokerage and understand the full workflow from quote to delivery. • Strong process documentation skills. You have built SOPs, training programs, process flow maps, or operational playbooks before, not just followed them. • Comfortable pulling data and building reports. You do not need to be a strategist, but you need to be fluent in operational, carrier, and revenue
Remote, hybrid to Atlanta, or on-site Asheville (preferred) Reports to:
Founder/CEO Type:
Full-Time, Salaried Compensation:
$110,000 to $140,000 base plus 15% bonus tied to performance metrics Relocation:
Relocation assistance available for the right candidate (Asheville, NC office only) Growth Path:
This role is designed to scale into a VP of Operations seat as Serve Freight grows
This is an immediate hire. We are actively interviewing and will move quickly for the right candidate.
Why This Role Most operations roles in freight hand you an existing system and ask you to maintain it. This one is the opposite. You are building the operating system for a brokerage that is scaling fast, and you have a CEO who wants you to own it.
In your first 90 days you will see be able to tangibly feel the difference you are making in the organization. In your first year you will have built the playbooks, the cadence, and the team standards that the company runs on for the next phase of growth. The work is visible, the impact s measurable, and the opportunity for growth is real.
If you are an operator who has been waiting for a seat where you build the engine instead of inheriting one, this is that seat.
About Serve Freight Serve Freight is a third-party logistics provider specializing in high-stakes, time-sensitive, and complex shipments. We are building a multi-division logistics platform with a freight brokerage that runs like a machine.
Founded and led by John Pidgorodetskiy, Serve Freight is a founder-driven company with a clear vision and an accelerating growth curve. John brings high standards, a bias for pace, and a willingness to invest in the people who help him build the company. You will work with him directly on the operational decisions that shape where the business goes next.
Location Flexibility We are open to the following arrangements, in order of preference: • On-site Asheville, NC (relocation assistance available) • Hybrid in Charlotte, Cleveland (OH), or Atlanta with some travel to Asheville • Fully remote for exceptional candidates with a strong record of operating remotely in a freight brokerage environment
The Role As the Director of Operations (Brokerage), you will play a central role in scaling Serve Freight's operational infrastructure and execution quality. You will work directly alongside the CEO and leadership team to build, document, and run the systems that power every operational function in the company.
Your primary job is building and running the internal engine that makes everything work seamlessly. SOPs, process flow maps, training programs, operational playbooks, KPI ownership, and accountability systems across carrier sales, account management, and operations support.
This role is for an operator who doesn't just build the engine but can squeeze every ounce of horsepower out of it for consistent results. You are comfortable recording a Loom walkthrough for track and trace, designing a process flow map in Miro, pulling a report on quote response time, and coaching a CSR on performance standards, all in the same afternoon.
Role and Responsibilities • Own and continuously improve the end-to-end operational workflow, from quoting through delivery, identifying bottlenecks, eliminating inefficiencies, and driving measurable outcomes across the brokerage. • Enforce the quoting and load lifecycle workflow as the operational standard and hold the line on process adoption. • Design, document, and implement SOPs, process flow maps, and operational playbooks that create consistency, reduce errors, and enable the team to scale without sacrificing service. • Build and maintain training and development materials for all carrier sales and operations support staff, ensuring every team member has clear guidance, knows the standard, and can execute independently. • Provide hands-on operational leadership to the carrier sales and operations support teams, setting expectations and driving continuous improvement. • Own internal operational KPIs (margin per load, on-time performance, quote response time, invoice accuracy, claims rate, SLA adherence), proactively raising issues and executing fixes before they become customer or carrier-facing problems. • Leverage and optimize tools and systems, including Turvo, HubSpot, Highway, ID Scan, DAT, Miro, Notion, Loom, and ClickUp to improve process efficiency, data accuracy, and team workflows. • Audit and optimize TMS configuration. Identify gaps, unused features, and integration opportunities. Drive adoption of email distribution group routing and standards. • Own the after-hours coverage model, escalation protocols, and exception management for time-critical and high-value freight. • Build and maintain a live performance dashboard so the team and leadership have real- time visibility into operational KPIs, by role and by team. • Collaborate directly with the CEO and leadership team on strategic planning and the operational foundation for Serve Freight's next phase of growth. • Support the buildout of a scalable freight brokerage, including contributing to hiring decisions, onboarding frameworks, and performance standards as the company grows.
What You Will Do
First 30 Days • Shadow every operational role (carrier sales, CSR, AM, track and trace, admin). Document strengths, gaps, and bottlenecks for each function. • Identify the top 10 processes needing SOPs first, ranked by both revenue impact and employee experience impact. • Take ownership of the TMS quoting workflow rollout. Monitor compliance daily, hold the line on adoption, and report out to the CEO on progress. • Begin building relationships with the carrier sales and operations support teams. Understand current workflows, communication rhythms, and quality gaps. • Be active in the weekly operating cadence, contributing operational insights and surfacing improvement opportunities. • Begin building interview rubrics, scoring criteria, and onboarding frameworks for upcoming operational hires. • Pull initial snapshots of operational performance: volume by account, margin by lane, team productivity, and carrier performance to support leadership decision-making.
Days 31 to 90 • Build and publish the first ~10 SOPs with Loom walkthroughs. Begin building the training library for all carrier sales, account management, and operations support staff. • Complete an end-to-end company-wide process flow map focused on speed to cash. Identify every handoff, bottleneck, and failure point. • Run the first monthly performance reviews using real data and a KPI framework. • Design and document a structured onboarding program for all future operations and carrier sales hires. • Define minimum activity requirements, performance tiers, and escalation protocols for the operations team and carrier sales. • Build a live performance dashboard so the team and leadership have real-time visibility into operational KPIs by role and by team. • Deliver a clean operations report for leadership: volume trends, margin by customer, team productivity metrics, and bottleneck status. Operational reporting and analysis is owned by you. • Complete the TMS configuration audit. Document unused features, integration opportunities, and a buildout roadmap aligned to SOP and automation rollout. • Take direct operational leadership of the offshore team, with clear expectations, regular check-ins, and quality control cadence in place.
Days 91 to 180+ • All core SOPs complete (~20 plus). Loom library and training materials built. Process flow maps finalized and published. • Deploy 2 to 3 automations that eliminate manual work and reduce error rates. • Launch incentive programs tied to operational KPIs. • Operations reporting runs on a recurring cadence. Leadership has a standing data package for strategic planning. • Begin scoping operational playbooks for other service lines. • Training and development materials are complete, maintained, and actively used by all operations and carrier sales staff. • Operations support teams operating under your direct leadership with documented workflows, performance standards, and escalation protocols. • Driving down cost-per-load and producing reliable margin-per-load reporting at the load, lane, and customer level.
What You Bring Required • 5 to 7 years in the freight brokerage or logistics industry. You have seen inside a brokerage and understand the full workflow from quote to delivery. • Strong process documentation skills. You have built SOPs, training programs, process flow maps, or operational playbooks before, not just followed them. • Comfortable pulling data and building reports. You do not need to be a strategist, but you need to be fluent in operational, carrier, and revenue