Senior Manager / Director, Carrier Operations

🔥 1 minute ago

🌵 Arizona, California, +2 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $234k - $325k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Whatnot

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

💼 Consulting

📦 Logistics

📣 Marketing

💰 $260M Series D on 2022-07

Consulting • Logistics • Marketing

Whatnot is a dynamic online marketplace platform that facilitates live shopping experiences. Users can buy, sell, and discover products they love, engaging in a community-driven environment through live shows. Whatnot ensures a secure shopping experience by vetting sellers and offering protection for unsatisfactory purchases. The company values privacy, providing consent management tools for their users to control cookie usage and personal data processing.

📋 Description

• Own global carrier performance monitoring, including shipping margin, on-time delivery, label generation success, scan rates, surcharges, refunds, and CX contact volume • Define carrier KPIs, identify degradation early, and drive issues to resolution • Own carrier pricing changes, including rate cards, surcharges, fuel, and zone remapping • Coordinate pricing communications and CX readiness with Product, Engineering, and business leadership • Lead responses to carrier API changes, tariffs, regulatory shifts, policy updates, and weather events • Run invoice reconciliation across carriers and integrators and ensure charges map correctly to internal data • Drive rate shadowing and reconcile margin reporting with Accounting, Strategic Finance, and Analytics • Manage carrier and integrator operating cadences, escalations, negotiations, RFPs, and contract changes • Recover money through claims, unused label refunds, and overcharge credits • Oversee stuck-shipment resolution, BYOL support, seller collections, hazmat violations, and carrier violation remediation • Launch and scale carriers, service levels, lanes, and markets • Set the 12–18 month carrier-function strategy • Manage and develop carrier operations analysts and associates and define ownership across the function

🎯 Requirements

• 8–12+ years of experience in parcel/carrier operations, logistics, transportation procurement, or marketplace operations • Experience owning carrier relationships and negotiations across multiple domestic and international carriers • Experience with rate cards, surcharges, SLAs, and contract terms • Deep fluency in parcel economics and cost integrity, including rate structures, fuel and peak surcharges, VAT/tax treatment, FX, invoice audit, reconciliation, and claims recovery • Strong analytical rigor and ability to own shipping margin down to the invoice line • Ability to reconcile numbers across finance, accounting, and analytics systems • SQL and tools such as Sigma, Hex, or Looker are a strong plus • Proven cross-functional leadership across Product, Engineering, Finance, CX, and external partners • Experience managing and developing a team, building playbooks, and delegating standardized work • Calm, structured incident-response instincts • International shipping and cross-border experience strongly preferred, including customs, duties, de minimis, and VAT • Ability to think strategically and execute methodically in a fast-moving, ambiguous environment • Employees must reside within 50 miles of one of the advertised hubs • New hires must participate in an in-person onboarding experience at one of the company's offices

🏖️ Benefits

• Generous Holiday and Time off Policy • Health Insurance options including Medical, Dental, Vision • Work From Home Support • Home office setup allowance • Monthly allowance for cell phone and internet • Care benefits • Monthly allowance for wellness • Annual allowance towards Childcare • Lifetime benefit for family planning, such as adoption or fertility expenses • Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally • Monthly allowance to dogfood the app • 16 weeks of paid parental leave + one month gradual return to work • In-person onboarding experience at one of the company's offices