Location: Remote, hybrid, 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 metrics and able to track and
report out on what matters.
• Experience with TMS platforms (Turvo strongly preferred) and CRM tools (HubSpot
preferred).
• Proficiency with DAT, Highway, ID Scan, and standard freight coverage and compliance
tools.
• Proficiency with Notion, Loom, Miro, ClickUp, Google Workspace, and basic
spreadsheet modeling.
• Self-directed. You create your own task list, identify what needs fixing, and go fix it
without waiting for direction.
• Comfortable with accountability. You will coach, confront, and hold people across the
organization to the standards you help build.
• If remote or hybrid, a demonstrated track record of running operational teams without
being in the same room. You know how to build cadence, visibility, and accountability
across distance.
Preferred
• Experience building operational dashboards or recurring performance reports.
• Background in process automation (Zapier, Make, or TMS-native tools).
• Experience in a high-growth or founder-led environment, wearing multiple hats.
• Exposure to project logistics, over-dimensional or overweight freight, or specialized and
high-stakes shipments.
• Familiarity with carrier vetting and sourcing workflows, and compliance documentation
(insurance, authority, safety scores).
• Experience managing or providing operational leadership to remote or offshore teams.
