Operations Lead

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Operations Lead

About Us

Collegeboxes Powered by U-Haul provides door-to-door college moving, storage, and shipping services to students nationwide. Since 199, we've specialized in collegiate storage, international shipping, and study abroad support. Our mission is to simplify the moving process for students and partner institutions - delivering convenience, efficiency, and peace of mind.

Job Description

The Operations Lead supports the day-to-day execution of Collegeboxes operations by guiding the Operations Coordinator team and ensuring high-quality service delivery across all markets. Reporting to Director, this role leads workflows, supporting escalations, and driving operational consistency during both peak and off-peak periods. This position is responsible for coordinating team efforts, improving processes, and supporting key decisions related to staffing, claims, and customer experience. It is ideal for someone who thrives in a fast-paced environment, highly organized, and willingness to foster a collaborative, solution-focused team environment.

During peak periods, this role will also assist with customer communication via text, email, and chat.

Shift Schedule

• Location: In-Office

• Days: Monday through Friday

• Hours: 6:00am- 3:00pm mst (during summer months)

• Business Hours: 4:00am- 6:00pm mst

• Peak Season: Rotating weekends (April- September)

Key Responsibilities

Team Leadership & Daily Operations

• Lead and support the Operations Coordinator team in daily execution

• Help prioritize workloads and ensure timely, accurate completion of tasks

• Act as a point of contact for escalations and operational questions

• Support peak season readiness and execution

• Contribute to off-season projects focused on improving operations and customer experience

Workflow & Process Optimization

• Monitor workflows across various systems to ensure accuracy

• Identify process gaps and recommend improvements

• Partner with leadership to implement operational enhancements

Training & Support

• Assist in onboarding and training Operations Coordinators

• Provide in-person training with service providers on procedures, safety, and service standards

• Help maintain and update training materials including U-Haul University courses and Center Procedures

Claims & Inventory Coordination

• Support claims management process with FedEx and internal teams

• File shipping claims on behalf of customers when needed

• Maintain photo documentation to reduce claims and disputes

Reporting & Financial Approvals

• Run and review daily and weekly operational reports

• Flag trends, issues, and opportunities for improvement

• Review and make final decision on refunds, chargebacks, and duplicate charges

Peak Season (May, June, August, and September)

• Ability to drive U-Haul trucks and lift up to 50lbs (as needed)

• Availability for weekend shifts (half days or rotating weekends)

• On-call availability (2-4 weekend days) in December and January

• Travel up to 20 days per year for campus support, conferences, and events

Requirements

• 1-3 years of experience in operations, logistics or team leadership

• Proficiency in Microsoft Office (Excel and Word required)

• Strong organizational and time management skills

• Ability to manage multiple priorities in fast-paced, season environment

• Comfortable making recommendations and supporting decision making

• Positive, professional, and team oriented mindset

• Experience with Moving Help, U-Box or center operations is a plus

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.