Carrier Operations Manager

Carrier Operations Manager at Flexport

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

The opportunity:

We are looking for a detail-oriented Carrier Operations Manager to own day-to-day carrier operations and ensure seamless execution across our parcel network. This role is hands-on, owning relationships with final mile carriers, working directly in systems, troubleshooting escalations, and driving operational improvements that keep packages moving efficiently and reliably.

You will:

• Carrier Escalations: Act as the first point of contact for carrier inquiries, resolving issues quickly and escalating internally when needed.
• Project Tracking: Monitor quarterly projects and manage last-minute operational injections to keep initiatives on track.
• Carrier Launches & Optimizations: Coordinate closely with internal teams and carriers to ensure smooth launches, system setups, and process improvements.
• Forecasting & Planning: Share forecasts with carrier partners to strengthen planning, reduce capacity issues, and improve on-time delivery.
• System Management: Spend the majority of time in Hoppscotch, managing workflows, monitoring exceptions, and ensuring data accuracy.
• SOP Ownership: Maintain and rewrite Standard Operating Procedures (SOPs) as processes evolve to ensure operators have clear, up-to-date guidance.
• Merchant Content: Create merchant-facing documentation achieving cross-functional collaboration with our merchant facing teams. Highlight carrier offerings, requirements, and service changes.

You should have:

• Experience: 3–7 years managing final mile carrier operations (regional, national, or hyperlocal), with a proven track record of improving service performance and cost efficiency.
• Carrier Management: Strong background in negotiating with, onboarding, and managing third-party final mile carriers, including resolving escalations and enforcing SLAs.
• Operational Expertise: Understanding of parcel delivery operations, on-time delivery metrics (OTD), and common final mile challenges (e.g., capacity planning, surcharges, zip-level coverage).
• Project Management: Demonstrated ability to manage carrier launches, integrations, and optimization initiatives, balancing long-term projects with daily operational needs.
• Process Development: Experience writing and maintaining SOPs, escalation workflows, and process documentation to support operators and cross-functional teams.
• Systems Knowledge: Familiarity with Transportation Management Systems (TMS), parcel platforms, and API-driven integrations. Hands-on experience with tools such as Hoppscotch is a plus.
• Communication Skills: Excellent written and verbal communication abilities, with experience creating both internal SOPs and external/merchant-facing content.
• Collaboration: Proven success working cross-functionally with Operations, Product/Engineering, and Merchant/Account teams to drive carrier performance.