Program Operations Manager - Brooklyn, United States - Talution Group

Description

Sr. Program Operations Manager, Marketplace Shipping

Do you thrive in the fast-paced world of e-commerce logistics? Are you passionate about creating exceptional delivery experiences for both buyers and sellers?

This role offers an exciting opportunity to join a dynamic team focused on expanding shipping options for a leading online marketplace. You'll play a pivotal role in managing relationships with domestic and international carriers, ensuring seamless delivery of unique products across the globe.

About the Team:

Our passionate Shipping and Orders team is dedicated to providing exceptional value and a seamless experience for every delivered product. We are experts in the e-commerce small parcel delivery industry, constantly innovating to delight both buyers and sellers. With a global user base, our team partners with a network of carriers to ensure "local hero" shipping experiences for all users, regardless of location.

Work authorization: US Citizen or Green Card

About the Role:

Reporting to the Head of Global Shipping, you'll be responsible for:

• Managing and maintaining relationships with various logistics partners:
  • Shipping carriers and consolidators
  • Customs brokers
  • Aggregators
  • Tracking tool providers
  • Location services
  • Address verification vendors
  • Shipping insurance providers
  • Other relevant shipping vendors/partners
• Serving as the point of contact for business issues and technical escalations with these partners.
• Facilitating new integrations and testing for improved functionality.
• Assisting in the evaluation of new partners and vendors.
• Managing vendor payment validations and ensuring timely payments.
• Conducting ad-hoc analysis of key performance indicators (KPIs) and financial elements, like rate changes.
• Planning and managing the launch of new shipping features and services across the carrier network.
• Contributing to the development of standard operating procedures (SOPs) and documentation for shipping programs and processes.
• Monitoring and optimizing key operational, technical, and financial service level agreements (SLAs) related to global shipping programs, including presenting quarterly business reviews.
• Upholding and improving the overall operational health of the shipping program based on key performance indicators (KPIs) impacting partnerships and the business.
• Providing a balanced voice for buyers, sellers, and the business during the development and execution of shipping and order user experience, products, and business strategies.
• Supporting real-time uptime of the marketplace shipping program.
• Collaborating with product management to identify and maintain ongoing requirements for shipping-related software features.
• Ensuring the accuracy of shipping-related seller tools, including shipping weight and rate calculators.
• Developing business requirements, feature specifications, and assisting with technical specifications for shipping software programs, particularly in domestic and international logistics.
• Performing user acceptance testing (UAT) and sign-off on new or updated shipping and order-related features before release.
• Supporting the Global Shipping Network Development Manager with contract negotiations alongside business development, finance, and legal teams.
• Gaining expertise in small parcel shipping, including costing, carrier rates, and logistics for domestic, international (e.g., UK to UK, AU to AU), and global cross-border customer-to-customer parcels.
• Contributing data for ongoing analysis of new and existing shipping rates and pricing to ensure accuracy, implementation success, and alignment with business goals.
• Ensuring compliance with SOX and data security regulations for the shipping program, including PII (Personally Identifiable Information).

About You:

• You are passionate about simplifying and improving the shipping experience for online marketplaces.
• You possess 4+ years of experience working in or with small parcel shipping carriers/consolidators, ideally with experience in customer-to-customer (C2C) and/or business-to-customer (B2C) shipping.
• You have demonstrable experience with domestic and international consumer parcel shipping.
• You have a proven track record of establishing and implementing operational procedures and protocols.
• You thrive in a fast-paced environment, maintaining focus and prioritizing multiple projects simultaneously.
• You possess exceptional organizational and time management skills.
• Experience with e-commerce/marketplace shipping programs is a strong plus.

A Bachelor's degree or higher is required.

This role is to be filled outside the states of California and Colorado.

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