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.