NCOS Shift Supervisor, Nights and Weekends

Job DetailsJob Location: Rogers, AR - Rogers, AR 72756About the Role
J.W. Logistics keeps final-mile deliveries moving for major retail customers across the country. Our National Customer Operations Support (NCOS) team is the live command center behind that promise, and the operation does not slow down after dark or on the weekend. That is exactly when strong on-the-floor leadership matters most.
We are hiring an NCOS Supervisor to own the night and weekend shift. You will lead the floor, keep thousands of deliveries on track across multiple markets, and make the real-time calls when they count. This is a hands-on leadership role: you are in the operation alongside your team, not behind a closed door.

The Schedule (Please Read First)
This is a dedicated night and weekend position. Please apply only if you are available to work this schedule consistently.
•    You will lead the evening operation through close, typically ending around 10:00 PM to 11:00 PM.
•    Weekend coverage (Saturday and Sunday) is required as part of the regular schedule.
•    The shift runs one of two ways depending on coverage needs: five shifts per week, or a compressed week of four 10-hour shifts.
•    On-site at our operations center: 901 N 47th St, Suite 303, Rogers, AR 72756.
What You Will Do
•    Own real-time operations for your shift. Open with a review of prior-shift notes, open issues, and live dashboards, then monitor queues, dashboards, and communication channels through close.
•    Make the call on prioritization and escalation, and step in personally on complex, high-impact, or sensitive customer situations.
•    Lead a team of NCOS Team Leaders and Specialists: direct activity, balance workload, coach in the moment, and keep coverage holding across every workflow.
•    Protect SLA commitments by spotting risk early and reprioritizing on the fly. Validate escalations so the right items move up with the right context, and filter the rest.
•    Coordinate with Dispatch, Customer, and IT partners, plus external partners, to move issues forward without delay.
•    Close the shift clean: document incidents as they happen and hand off clarity, not chaos, to the next shift or to the Director.
 
QualificationsWhat You Bring
•    3 to 5 years in logistics, transportation, customer operations, or a comparable fast-paced operational environment.
•    Prior team lead or supervisory experience, formal or informal, with a track record of directing the work of others.
•    Experience in real-time operational environments with live SLAs and time-sensitive decisions.
•    Strong decision-making and problem-solving under pressure, often with incomplete information.
•    Excellent written and verbal communication, especially during escalations and customer-facing situations.
•    Comfort with operational dashboards, alerts, and reporting tools, plus solid Microsoft Excel skills.
•    Availability to work the fixed night and weekend schedule described above.
•    Authorization to work in the United States.
Nice to Have
•    Final-mile, last-mile, or e-commerce delivery operations experience.
•    Familiarity with the Nash platform or comparable delivery-operations platforms.
•    Experience supporting major retail accounts.
•    Bachelor's degree in business, logistics, supply chain, or a related field.