Residential Operations Manager

Position Summary

The Residential Operations Manager is responsible for overseeing all residential moving operations, ensuring high-quality service delivery, efficient labor utilization, customer satisfaction, and operational consistency. This role leads residential crews, warehouse coordination, dispatch, and daily execution to ensure residential moves and storage services are completed safely, accurately, and professionally.

The Residential Operations Manager is accountable for crew performance, scheduling, inventory coordination, safety compliance, documentation, and daily operational execution for all residential services.

Reporting Structure

Reports To: Senior Vice President (Regional Branches)

Supervises: Residential Field Staff

Works Closely With: Customer Service, Dispatch, Fleet & Safety, Finance, and Corporate Shared Services

Essential Duties & Responsibilities

Residential Operations Leadership

• Oversee all residential moving and storage operations.

• Ensure residential jobs are properly scheduled, staffed, and equipped.

• Coordination of all residential jobs.

• Ensure service standards and customer experience expectations are met.

Planning, Scheduling & Execution

• Lead daily planning and scheduling of residential moves and crews.

• Coordinate with Dispatch and Customer Service to ensure job details are accurate.

• Monitor daily operations and adjust resources as needed.

Warehouse, Inventory & Storage Oversight

• Partner with the Residential Warehouse Manager to ensure warehouse readiness.

• Ensure residential storage inventory is accurately tracked and maintained.

• Review inventory audits and resolve discrepancies.

Labor Management & Timesheet Accountability

• Assign crews and manage daily labor utilization.

• Ensure all residential crew members and warehouse staff complete daily timesheets accurately and on time.

• Review and approve timesheets prior to payroll submission.

• Address attendance, performance, and timekeeping issues promptly.

Safety, Compliance & Risk Management

• Enforce all safety policies, OSHA requirements, and residential handling standards.

• Review damages, incidents, and claims related to residential operations.

• Partner with Safety and Fleet teams to improve compliance and reduce risk.

Performance & Service Quality

• Monitor service quality, customer feedback, and repeat issues.

• Implement corrective actions to improve service and crew performance.

Leadership, Communication & Development

• Lead, coach, and develop residential operations staff and crew leaders.

• Set expectations and hold teams accountable for performance and professionalism.

• Communicate regularly with leadership regarding operational performance.

Qualifications

Required Qualifications

• 3–5 years of experience in residential moving or operations management.

• Strong leadership and people management skills.

• Excellent organizational and communication skills.

Preferred Qualifications

• Experience managing residential crews and storage operations.

• Knowledge of residential claims, customer service, and scheduling.

• Familiarity with dispatch and inventory systems.

Work Environment & Expectations

• Combination of office, warehouse, and field presence.

• Requires flexibility for early mornings, evenings, weekends, and peak seasons.

• High level of accountability for customer experience and operational outcomes.

Employment Classification

Full-Time, Salaried 

At-Will Employment