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YRC Freight Manager- Residential Services in Overland Park, Kansas


The Manager - Specialized Services Operations will maintain and improve the quality of YRC’s ONET services which include air freight forwarding, truckload brokerage, residential and specialized equipment. Develop, implement and maintain internal processes for the most efficient and cost effective execution of shipments moving ONET. Develop, implement and maintain external processes for engagement and execution of ONET services. Build and maintain carrier relationships and hold carriers accountable for service issues. Coach, guide, and mentor staff and set expectations regarding department goals and processes.


  1. Develop, implement and maintain both internal and external processes to improve efficiencies and cost effectiveness of ONET services.

  2. Responsible for maintaining acceptable margins across all ONET services as determined by leadership.

  3. Monitor shipment success rates and implement changes to processes or providers utilized to maximize service level and quality of services.

  4. Oversee resolution of customers’ charges on service failures. Work with operations and providers directly to minimize purchased transportation costs on failed or disputed shipments.

  5. Coach, guide and mentor staff providing frequent feedback on expectations and performance against goals.

  6. Monitor and adjust staffing levels across all ONET operations groups to obtain 80% service levels on phones.

  7. Review unique service requests to recommend best solution based on the request (premium group).

  8. Work directly with sales and operations on the procurement of projects and ongoing business opportunities.

  9. Work directly with provider development to identify weak service areas and/or underperforming providers. Provide feedback to provider development on providers’ service offerings and scope.

  10. Act as the subject matter expert across all ONET services. Work directly with sales and marketing to provide training and information to sales and customers on ONET services.

  11. Manage escalated customer disputes.


  1. Coaching and Developing Others - Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.

  2. Compelling Communication - Clearly and succinctly conveying information and ideas to individuals and groups; communicating in a focused and compelling way that captures and holds others’ attention.

  3. Decision Making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

  4. Earning Trust - Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges.

  5. Execution -Ensuring others contribute to organization strategies by focusing them on the most critical priorities, measuring progress, and ensuring accountability against those metrics.

  6. Facilitating Change - Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace.

  7. Resolving Conflict - Helping others deal effectively with an antagonistic situation to minimize damage to the relationships and promote shared goals; using appropriate interpersonal methods to reduce tension or conflict between two or more people and facilitate agreement.


  1. Bachelor's or equivalent educational background or experience.

  2. Effective verbal, written, and interpersonal communication skills.

  3. Five (5) years of sales experience.


  1. MBA, Business, Marketing or Sales.

  2. Corporate sales experience or Sales Management experience in transportation industry.

  3. Background in operations and/or process management.

  4. In-depth knowledge of the YRCF product line and its applications.


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This job operates in a professional office environment indoors. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.


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The position requires the ability to spend long hours sitting or standing while using office equipment and computers. Ability to perform repetitive tasks such as typing and keying. Occasional lifting, pushing/pulling, carrying 10 lbs of supplies and materials is required.

YRC Worldwide, along with all subsidiary companies, are an Equal Opportunity/Affirmative Action Employer

Title: Manager- Residential Services

Location: KS-Overland Park

Requisition ID: 2002M0