Business Center Manager

Position Overview

The Business Center Manager (BCM) is responsible for the overall operational, financial, and commercial performance of JW Logistics’ Phoenix business center. This leader oversees final-mile B2B and B2C distribution operations, including pool-point sortation, white-glove home delivery and installation, workforce leadership, and non-asset delivery capacity.

The BCM owns the center’s financial results, drives service and productivity improvements, develops customer relationships, and identifies opportunities for profitable growth. The successful candidate combines strong operational execution with financial discipline, customer accountability, and the ability to scale a third-party delivery network in a dynamic market.

Key Responsibilities

Business and Financial Performance

• Own the business center’s financial performance, including revenue, operating expenses, labor costs, contribution margin, and profitability.
• Develop and execute corrective action plans when performance falls below budget or established targets.
• Identify opportunities to improve unit economics, reduce cost per delivery, optimize labor and delivery capacity, and support sustainable growth.
• Prepare and review operational and financial reporting; use data and key performance indicators to guide decisions.

Operations and Service Execution

• Oversee daily operations across inbound linehaul, pool-point sortation, staging, dispatch, routing, and final-mile delivery.
• Coordinate warehouse teams, dispatch, customer requirements, and delivery capacity to meet service commitments.
• Establish and monitor performance against customer service-level agreements (SLAs), productivity targets, safety requirements, and customer satisfaction measures.
• Resolve operational disruptions and customer escalations promptly, identifying root causes and implementing sustainable solutions.
• Standardize processes and implement technology, automation, and continuous-improvement initiatives that improve visibility, productivity, and cost efficiency.

Final-Mile Network and Capacity Management

• Manage and scale non-asset final-mile capacity, including independent contractors and third-party service providers, to meet customer demand.
• Support the recruitment, onboarding, engagement, and retention of delivery partners while maintaining performance and accountability.
• Balance capacity availability, service quality, safety, delivery performance, and cost, including during seasonal peaks and demand fluctuations.
• Build effective relationships with delivery partners and internal stakeholders to maintain reliable market coverage.

People Leadership and Development

• Lead, coach, and develop supervisors, managers, and operational teams; establish clear expectations and accountability.
• Build a collaborative, performance-oriented culture focused on safety, service, continuous improvement, and customer outcomes.
• Plan staffing and resources to meet operating requirements while managing labor productivity and cost.
• Identify development needs, support succession planning, and strengthen the capability of the local leadership team.

Customer Relationships and Business Growth

• Maintain strong relationships with customers and internal partners, serving as an escalation point for operational and service issues.
• Partner with sales and senior leadership to identify profitable growth opportunities, evaluate operational feasibility, and support new customer implementations.
• Identify opportunities to expand service offerings and geographic coverage while maintaining service standards and margin targets.
• Work cross-functionally to ensure customer commitments are operationally achievable and consistently delivered.

Safety, Compliance, and Risk Management

• Promote a safe operating environment and ensure compliance with applicable company policies, customer requirements, and regulatory obligations.
• Monitor operational risks, investigate incidents and service failures, and implement appropriate corrective actions.
• Maintain accurate operating documentation and ensure teams follow established procedures.