The Senior Program Operations Manager, Carrier Programs will support and evolve domestic and international shipping programs that enable the delivery of unique, handcrafted products to customers around the world. This role is based in the Brooklyn, NY office.
About the Team
The Shipping and Orders team is dedicated to expanding and optimizing shipping programs that deliver exceptional value and end-to-end experiences for sellers and buyers alike. With customers and sellers across more than 220 countries, the team partners with a global network of carriers to create reliable, regionally optimized “local hero” delivery experiences—no matter the destination.
The team brings deep expertise in ecommerce small-parcel logistics and is driven by a passion for building scalable, customer-centric shipping solutions.
About the Role
Reporting to the Head of Global Shipping, this role is responsible for overseeing operational and program management across a broad ecosystem of shipping partners and service providers. You’ll act as a key operational stakeholder, ensuring shipping programs remain reliable, scalable, and aligned with business goals.
Key Responsibilities
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Manage and maintain relationships with global shipping carriers, consolidators, customs brokers, aggregators, and other logistics partners
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Oversee relationships with tracking providers, location services, address verification vendors, shipping insurance providers, and related partners
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Serve as the primary point of contact for operational issues, business concerns, and technical escalations
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Support new carrier and vendor integrations, including testing and rollout activities
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Assist with partner evaluations and onboarding
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Validate vendor payments and manage related operational workflows
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Conduct ad hoc analysis of key business KPIs and financial metrics, including rate changes
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Plan and support the launch of new carrier-related shipping features and services
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Develop and maintain SOPs and documentation for shipping programs and processes
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Monitor and enhance KPI reporting across operational, technical, and financial SLAs, including participation in Quarterly Business Reviews
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Maintain and improve overall operational health of shipping programs based on performance metrics and partner outcomes
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Act as a balanced operational voice representing buyers, sellers, and the business in shipping-related product and experience development
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Ensure real-time operational support and uptime for shipping programs
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Partner with Product Management to support shipping-related software requirements and represent the company with integrated partners
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Monitor and ensure accuracy of seller-facing shipping tools, including weight and rate calculators
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Develop business requirements and feature specifications for domestic and international logistics software initiatives
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Perform user acceptance testing (UAT) and provide release sign-off for shipping and order-related features
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Support contract negotiations in partnership with Business Development, Finance, and Legal teams
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Interpret partner specifications to inform alerting, monitoring, and fraud-prevention strategies
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Build deep expertise in small-parcel shipping, carrier rates, and cost structures for domestic, regional, and cross-border shipping
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Support pricing and rate analysis to ensure accuracy, proper implementation, and alignment with business objectives
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Ensure shipping programs comply with SOX requirements and data security standards, including PII protection
About You
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Passionate about enabling growth through intuitive, reliable, and efficient shipping solutions
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4+ years of experience working in or with small-parcel carriers or consolidators (C2C and/or B2C preferred)
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Hands-on experience with both domestic and international consumer parcel shipping
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Proven ability to design and implement operational procedures and protocols
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Strong multitasking skills with the ability to manage multiple initiatives in parallel
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Excellent organizational and time-management abilities
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Experience supporting ecommerce or marketplace shipping programs is a strong plus
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Bachelor’s degree or higher
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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