Manager – Carrier Operations

6+ years of experience in operations, customer support, logistics, marketplace, trucking or a similar field, with at least 3+ years leading teams.
Proven experience managing large-scale operations teams, including offshore BPO contractors.
Strong decision-making and crisis management skills, with experience handling high-risk and high-impact scenarios.
Deep understanding of trucking operations, freight brokerage, or logistics is a strong plus.
Ability to scale operations efficiently, using AI, automation, and structured processes.
Data-driven mindset with a strong grasp of KPIs and operational metrics.
Excellent written and verbal communication skills, with the ability to influence stakeholders and drive cross-functional initiatives.

Oversee all live operations, ensuring loads are booked, tracked, and delivered on time, and when things don’t go according to plan, are handled efficiently and align to clear expected outcomes.
Manage and develop a large team of operations and support agents, including both full time employees and BPO contractors, ensuring accountability and high performance.
Act as the key escalation point for high-risk, sensitive broker and carrier situations, making critical decisions and maintaining strong external relationships.
Identify and implement process improvements to enhance both the driver and broker experience, ensuring greater consistency and efficiency.
Establish and enforce clear processes and KPIs, driving a structured and data-driven, metrics-based approach to operational execution and performance management.
Leverage AI, automation, and structured processes, in partnership with Product & Engineering, to improve efficiency and and quality of operations and support.

Deep understanding of trucking operations, freight brokerage, or logistics is a strong plus.