Director of Operations

**Come transform the future with us!** ====================================== **Director of Operations** **Location:** Waddinxveen **Reports To:** Managing Director **Role Overview** The Operations Director is responsible for **end‑to‑end execution of day‑to‑day operations while actively supporting the company’s growth strategy**. This role provides leadership, alignment, and performance management across four core operational verticals: **Hub Operations, Independent Delivery Contractors (IDC), Control Tower, and Last‑Mile Operations**. The Ops Director ensures operational excellence, scalability, cost control, and service quality while building the operational foundation required to support future network expansion, volume growth, and new client onboarding. **Key Responsibilities** **Operational Leadership** * Own **day‑to‑day operational performance** across all four verticals, ensuring service levels, KPIs, and customer commitments are consistently met or exceeded. * Establish clear accountability, operating rhythms, and cross‑functional alignment between Hub, IDC, Control Tower, and Last‑Mile teams. * Act as the main operational escalation point for service disruptions, capacity constraints, or performance gaps. **Performance Management & KPIs** * Define, track, and improve key metrics including: * On‑time delivery * Cost per shipment * Productivity and utilization * Quality, damages, and claims * Capacity utilization and scalability * Safety and compliance * Drive a **data‑driven culture**, leveraging dashboards, root‑cause analysis, and structured problem‑solving. **Hub & Network Operations** * Supervise hub throughput, line‑haul coordination, inbound/outbound flows, and sort efficiency. * Ensure hubs are staffed, equipped, and optimized to support daily volumes and peak periods. * Identify bottlenecks and lead continuous improvement initiatives within the network. **IDC** * Oversee contractor performance, compliance, onboarding, and retention. * Partner with the IDC team to ensure capacity availability, route optimization, and service reliability. * Support contractor growth strategies aligned with business expansion and volume forecasts. **Control Tower** * Ensure real‑time visibility, proactive issue detection, and rapid response to operational disruptions. * Align Control Tower insights with Hub and Last‑Mile execution to improve network predictability. * Utilize Control Tower data to inform planning, forecasting, and operational decisions. **Last‑Mile Operations** * Ensure last‑mile execution meets customer SLAs, cost targets, and quality standards. * Drive route efficiency, delivery density, and first‑attempt delivery success. * Partner with Last‑Mile leadership on continuous improvement and new service rollouts. **Growth & Scalability** * Support **future growth initiatives**, including: * New hub launches or expansions * New market entry * Volume ramp‑ups for new or existing clients * Evaluate operational readiness for growth and define requirements for people, process, and technology. * Contribute to annual operating plans and long‑term strategic roadmaps. **Process & Continuous Improvement** * Standardize operating procedures across regions and verticals. * Lead Lean / continuous improvement initiatives to drive efficiency and cost reduction. * Partner with Technology and Product teams on systems, tools, and automation initiatives. **People Leadership** * Develop and mentor senior operational leaders across the four verticals. * Foster a culture of ownership, accountability, and operational excellence. * Ensure safety, compliance, and labor standards are upheld across all operations. **Required Qualifications** * 8–12+ years of progressive operations leadership experience, preferably in **logistics, transportation, last‑mile delivery, or supply chain**. * Proven experience leading **multi‑site or multi‑vertical operations**. * Strong understanding of hub operations, contractor models, and last‑mile delivery networks. * Demonstrated success scaling operations in a high‑growth environment. * Strong analytical, financial, and KPI management skills. * Excellent leadership, communication, and stakeholder‑management abilities. **Success in This Role Looks Like** * Stable, predictable daily operations across all verticals * Measurable improvements in cost, service, and productivity * Strong alignment and collaboration between all verticals * Operational readiness to support aggressive growth targe _Sending packages should be simple. Dragonfly stands for a different way of doing e-commerce delivery in Netherland. Drawing on over three decades of experience as a market leader in Canada, Dragonfly is a new subsidiary that is hitting the ground running. Using the latest technologies and the right people ensures greater efficiencies, better results, and a superior customer experience.  At Dragonfly, it’s the littlest details that make the difference. We are a fast-paced company with a firm grip on market growth. We boast an agile working environment and do not shy away from challenges. Every member of our team is on the ground to guarantee on-time deliveries to doorsteps all around the Netherland.   Welcome to Dragonfly._