Program Operations Manager
Senior Program Operations Manager, Carrier Programs supports and evolves domestic and international shipping programs that deliver unique, handcrafted products worldwide. The role ensures reliable, scalable shipping solutions for sellers and buyers across more than 220 countries.
Key Responsibilities:
Manage and maintain relationships with global shipping carriers, consolidators, customs brokers, aggregators, and other logistics partners.
Oversee relationships with tracking providers, location services, address verification vendors, and shipping insurance providers.
Serve as primary point of contact for operational issues, business concerns, and technical escalations.
Support new carrier and vendor integrations, including testing and rollout activities.
Assist with partner evaluations and onboarding.
Validate vendor payments and manage related operational workflows.
Conduct ad hoc analysis of key business KPIs and financial metrics, including rate changes.
Plan and support the launch of new carrier-related shipping features and services.
Develop and maintain SOPs and documentation for shipping programs and processes.
Monitor and enhance KPI reporting across operational, technical, and financial SLAs, including participation in quarterly business reviews.
Ensure real-time operational support and uptime for shipping programs.
Partner with product management to support shipping-related software requirements and represent the organization with integrated partners.
Qualifications:
4+ years of experience working with small-parcel carriers or consolidators (C2C and/or B2C preferred).
Hands-on experience with domestic and international consumer parcel shipping.
Proven ability to design and implement operational procedures and protocols.
Strong multitasking skills with the ability to manage multiple initiatives in parallel.
Excellent organizational and time-management abilities.
Experience supporting e-commerce or marketplace shipping programs is a strong plus.
Bachelor's degree or higher.