Senior Manager / Director, Carrier Operations

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Take charge of global carrier performance assessment, which includes monitoring shipping margins, on-time delivery, label generation success, scan rates, surcharges, refunds, and customer experience contact volume.

• Establish carrier KPIs, detect performance degradation early, and facilitate prompt issue resolution.

• Manage changes in carrier pricing, encompassing rate cards, surcharges, fuel costs, and zone remapping.

• Coordinate pricing communication and customer experience readiness with Product, Engineering, and business leadership teams.

• Lead initiatives in response to carrier API modifications, tariffs, regulatory shifts, policy updates, and weather-related events.

• Conduct invoice reconciliation across carriers and integrators to ensure accurate charge mapping to internal data.

• Drive rate shadowing and align margin reporting with Accounting, Strategic Finance, and Analytics departments.

• Oversee carrier and integrator operations, including cadences, escalations, negotiations, RFPs, and contract modifications.

• Recover funds through claims, unused label refunds, and credits for overcharges.

• Manage the resolution of stuck shipments, BYOL support, seller collections, hazmat violations, and carrier infringement remediation.

• Initiate and expand carrier operations, service levels, lanes, and market reach.

• Define the 12–18 month strategy for carrier functions.

• Supervise and mentor carrier operations analysts and associates, clarifying ownership throughout the function.

⛳️ Requirements

• 8–12+ years of experience in parcel/carrier operations, logistics, transportation procurement, or marketplace operations.

• Proven experience managing carrier relationships and negotiations with multiple domestic and international carriers.

• Familiarity with rate cards, surcharges, SLAs, and contract stipulations.

• Comprehensive understanding of parcel economics and cost integrity, including rate structures, fuel and peak surcharges, VAT/tax implications, foreign exchange, invoice auditing, reconciliation, and claims recovery.

• Strong analytical capabilities and the ability to manage shipping margins down to the invoice line item.

• Proficient in reconciling figures across finance, accounting, and analytics systems.

• Proficiency in SQL and tools such as Sigma, Hex, or Looker is highly advantageous.

• Demonstrated cross-functional leadership skills across Product, Engineering, Finance, CX, and external partners.

• Experience in team management and development, creating playbooks, and delegating standardized tasks.

• Ability to maintain calm and structured incident-response instincts.

• Strong preference for candidates with international shipping and cross-border experience, including customs, duties, de minimis, and VAT.

• Capacity to think strategically and execute effectively in a fast-paced, ambiguous environment.

• Employees must reside within 50 miles of one of the listed hubs.

• New hires are required to participate in an in-person onboarding session at one of the company's offices.

🏝️ Benefits

• Generous holiday and time-off policy.

• Health insurance options, including medical, dental, and vision coverage.

• Support for remote work.

• Home office setup allowance.

• Monthly allowance for cell phone and internet expenses.

• Care benefits.

• Monthly wellness allowance.

• Annual childcare allowance.

• Lifetime benefit for family planning, including expenses related to adoption or fertility.

• Retirement options, including a 401k plan for both Traditional and Roth accounts in the US (with employer matching up to 4% of base salary) and pension plans internationally.

• Monthly allowance for app testing (dogfooding).

• 16 weeks of paid parental leave, plus a one-month gradual return to work.

• In-person onboarding experience at one of the company's offices.