Business Operations Lead, Freight Brokerage

About This Role

Title: Business Operations Lead, Freight Brokerage Location: Remote (Asheville, NC or Charlotte, NC preferred) Reports To: CEO Type: Full\-Time, Salaried Compensation: $72,000 \- $85,000 base \+ performance bonus

• This is an immediate hire. We are actively interviewing and will move quickly for the right candidate.*

About Serve Freight

Serve Freight is a growing freight brokerage specializing in high\-stakes, time\-sensitive, and complex shipments. We are building a multi\-division logistics platform, starting with a freight brokerage that runs like a machine. We need an operator who can build that machine and surface the data that leadership needs to make decisions.

The Role

You will be our first dedicated BizOps hire, working directly alongside the CEO and our Strategic Advisor to architect Serve Freight's operational infrastructure from the ground up. Your primary job is SOPs, training, monitoring, automation, and accountability systems. You will also own the reporting layer that provides leadership with clear visibility into revenue performance, pipeline health, and team productivity.

This is a builder role with analytical depth. You care about how the sausage gets made AND whether the recipe is working. You are comfortable building a Loom video for a dispatch SOP and then pulling a report on quote\-to\-book conversion rates in the same afternoon.

What You Will Do

First 30 Days

• Shadow every role (AM, AE, carrier sales, track/trace, admin). Document strengths/gaps for each.
• Identify the top 10 processes needing SOPs first, ranked by revenue and customer impact.
• Evaluate and deploy a two\-way performance transparency and KPI tracking tool within 2 weeks.
• Set baseline KPIs: time\-to\-quote, quote\-to\-book, time\-to\-complete, customer response time, etc.
• Be active in the weekly operating cadence, contributing valuable insights.
• Post job listings for AM and admin roles. Build interview rubrics and scoring criteria.
• Pull snapshots of revenue by customer, margin by lane, and volume by account to improve leadership decision\-making.

Days 31\-90

• Build and publish the first 10 SOPs with Loom walkthroughs.
• Complete a company\-wide process map: lead\-to\-cash, end to end.
• Run the first monthly performance reviews with real data.
• Design a structured onboarding program for all future hires.
• Define commission structures, minimum activity requirements, and performance tiers.
• Build a live incentive/performance dashboard so every rep can see their real\-time progress toward bonus thresholds.
• Deliver a clean revenue and operations report for leadership: volume trends, margin by customer, and team productivity metrics. Reporting only. Analysis and strategic response are owned by the CEO and advisory team.
• Audit the current Turvo TMS setup: identify configuration gaps, unused features, and integration opportunities that will support the SOP and automation rollout in months 2\-3\.

Days 91\-180

• All core SOPs complete (20\+). Loom library built. Process maps finalized.
• Deploy 2\-3 automations that eliminate manual work.
• Launch incentive programs tied to KPIs.
• Time\-to\-quote target achieved: 10\-minute carrier response turnaround.
• CEO removed from weekly operational meetings. Cadence runs independently.
• Revenue and ops reporting running on a recurring cadence. Leadership has a standing data package for strategic planning.
• Begin scoping operational playbooks for future expansions.

What You Bring

Required

• 2\-5 years in freight brokerage, 3PL, supply chain consulting, or freight\-adjacent operations. You have seen inside a brokerage and understand the workflow.
• Strong process documentation skills. You have built SOPs, training programs, or operational playbooks before.
• Comfortable pulling data and building reports. You do not need to be a strategist, but you need to be fluent in operational and revenue metrics.
• Experience with TMS platforms and CRM tools.
• Proficiency with Notion, Loom, Miro, Google Workspace, and basic spreadsheet modeling.
• Self\-directed. You create your own task list, not wait for one.
• Comfortable with accountability. You will coach, confront, and hold people across the organization to standards.

Preferred

• Experience building operational dashboards or recurring performance reports.
• Background in process automation (Zapier, Make, or TMS\-native tools).
• Familiarity with employee monitoring or performance management platforms.
• Experience in a high\-growth or founder\-led environment where you wore multiple hats.
• Exposure to project logistics, over\-dimensional/overweight freight, or specialized/high\-stakes shipments.
• Familiarity with carrier vetting, sourcing workflows, and compliance documentation (insurance, authority, safety scores).

Pay: $72,000\.00 \- $85,000\.00 per year

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Relocation assistance
• Vision insurance
• Work from home

Work Location: Hybrid remote in Asheville, NC 28803