Job Description:

New Remote UK home based Carrier Manager role has arisen specialising in the delivery B2C into the USA ecommerce market & managing carriers within the US.

Type: Full-time
Reporting line: Head of Carrier Management

Our client are a Global International Cross-Border eCommerce delivery specialist, with a current focus on the USA market which is their biggest lane. Built by logistics experts frustrated by the limitations of traditional providers, our client combine deep operational expertise with exceptional customer service to help retailers deliver to over 200 countries, including complex and underserved markets.

The Role
Carrier partnerships are central to the success of our clents cross-border delivery solutions. The Carrier Management team is responsible for building strong working relationships with their carrier partners, monitoring performance, supporting service improvement, and ensuring that their internal teams have the right information to deliver an excellent customer experience.

We are searching for a Carrier Manager whose primary focus will be the day-to-day management and development of our clients USA carrier partnerships. You will take ownership of key US carrier relationships, performance, escalations, processes and service development, while also supporting other carrier partnerships across the wider network where required.

Working closely with US carrier partners and internal teams, you will help ensure services perform effectively, issues are escalated and driven through to resolution, and opportunities to improve or expand our clients US delivery proposition are identified and progressed. The role requires strong partnership management, analytical and communication skills, with the USA portfolio forming the predominant focus of the position.

Key Responsibilities
- Own and manage daily delivery performance across assigned USA carrier partners, maintaining performance trackers, identifying trends and exceptions, and communicating results to the Carrier Management Team and wider internal stakeholders where required.
- Act as a key day-to-day relationship owner for assigned USA carrier partners, covering performance management, issue resolution, process improvement, product development and opportunity identification.
- Lead and coordinate carrier escalations relating to the USA portfolio, ensuring actions are clearly owned, followed through and resolved within appropriate timescales, while developing internal ways of working to improve escalation management.
- Maintain a detailed understanding of assigned US carrier service propositions, operational processes and capabilities, ensuring internal collateral remains accurate and improvements or gaps are identified.
- Attend and contribute to regular internal and external stakeholder meetings, prepared to discuss US carrier performance, ongoing issues, service developments, operational priorities and opportunities for improvement.
- Identify and bring forward ideas to the Head of Carrier Management and senior leadership to strengthen our clients US delivery offering, gathering relevant carrier and market information to assess new service, product and partnership opportunities.
- Work closely with colleagues across Operations, Customer Service, Solutions, Commercial and other relevant teams to ensure actions affecting US customers and services are prioritised, clearly communicated and progressed to completion. Support the management of non-US carrier partnerships where required by business priorities.

What We’re Looking For
Experience & Skills
- Strong understanding of carrier management, account management or partnership management, ideally within logistics, e-commerce, cross-border delivery or supply chain. Experience working with US parcel carriers or the US delivery market would be advantageous.
- A good understanding of the end-to-end parcel journey, including international linehaul, carrier handover, US domestic networks, final mile delivery, tracking, customer service processes, claims and undeliverable management.
- Proactive approach to owning carrier relationships, identifying issues, following up on actions and driving matters through to resolution, with the confidence to manage day-to-day partnership activity independently.
- Confident communicator who is comfortable leading discussions with external carrier partners and cross-functional internal stakeholders, including performance reviews, escalations and service-development conversations.
- Adaptable and resilient to change, with the ability to reprioritise across a predominantly US-focused portfolio while supporting wider carrier-management priorities where required.
- A confident and constructive voice within the team, willing to share views, challenge carrier partners where appropriate and contribute ideas for continuous improvement and service development.
- Highly organised and detail-focused, with the ability to manage multiple carrier relationships, performance issues, queries, documents, meetings and improvement actions at the same time.

£50,000 to £55,000 Basic Salary
10% discretionary Bonus
25 Days Holiday
Pension
Mobile Phone
Laptop