Sr. Manager Operations (Warehouse)

Schedule: Full Time Job Type: On-site Salary Type: Salary Req #: 3619 About the Role Uber Freight is seeking an experienced, customer-focused, and results-driven Senior Manager, Warehouse Operations to lead multi-client operations supporting Southbound cross-border and U.S. Distribution services in Laredo, Texas. This role is accountable for exceptional customer service, measurable operational performance, safe and compliant operations, and continuous improvement across assigned warehouse facilities. The successful candidate brings strong operational leadership, disciplined KPI management, and the ability to proactively identify, investigate, and resolve complex operating challenges. A critical component of the position is building a culture of customer ownership, operational accountability, data-driven decisions, and structured problem-solving. The Senior Manager will establish clear performance expectations, identify service gaps before they become escalations, and drive sustainable corrective actions that improve reliability, productivity, and customer satisfaction. Equally important, this leader will foster a culture of safety, compliance, integrity, and accountability, ensuring operations adhere to company policies, SOPs, customer requirements, and applicable regulatory standards. Sound judgment, transparency, and prompt risk escalation are essential. The Senior Manager will lead Uber Freight employees and third-party labor providers, balance competing customer priorities, optimize shared resources, and deliver financial and operational commitments. Success requires a hands-on leader who can improve the operation while running it. What the Candidate Will Do Customer Service Excellence & Service Delivery • Own operational service performance and the customer experience across assigned operations; execute consistently against SLAs, contracts, and customer expectations. • Build a proactive service culture that emphasizes responsiveness, transparency, clear ownership, and timely resolution. • Anticipate service failures by monitoring performance, capacity, and emerging risk; act before customer impacts or escalations. • Establish communication standards for inquiries, exceptions, delays, and service recovery, with accurate, timely updates. • Lead complex customer escalations, restore service quickly, and prevent recurrence through corrective action. • Partner with Commercial and Account Management to align requirements with operational capabilities and assess out-of-scope requests. KPI Management & Operational Performance • Establish and improve KPIs for service, warehouse throughput, labor productivity, inventory accuracy, on-time execution, quality, safety, and cost. • Lead daily, weekly, and monthly performance reviews to surface trends, identify gaps, assign action owners, and verify progress. • Ensure leaders know their targets, can access reliable data, and are accountable for outcomes. • Use WMS data, dashboards, reports, and customer feedback to prioritize improvements and make data-driven decisions. • Ensure accurate, transparent reporting of results, risks, service failures, and corrective actions to stakeholders. • Convert analysis into measurable improvements in efficiency, customer experience, and operational consistency. Structured Problem-Solving & Continuous Improvement • Proactively identify recurring service failures, process weaknesses, inefficiencies, and barriers to reliable execution. • Lead root-cause analysis using 5 Whys, Fishbone, Lean, Six Sigma, or comparable methods. • Develop sustainable solutions instead of temporary workarounds, with accountable owners, due dates, and effectiveness checks. • Standardize SOPs, process controls, and performance expectations across customers,