Carrier Performance Manager

Carrier Performance Manager
Location: Remote (UK-based)

International ecommerce cross border parcel delivery specialist looking for an experienced Carrier Performance Manager based from home anywhere across the UK

The Role
The Carrier Performance Manager plays a key role in ensuring the ongoing performance and reliability of our International eCommerce whole delivery network.
Reporting to the Head of Quality, this role is responsible for investigating, escalating and communicating service performance issues at any stage of the parcel journey. This is done by identifying trends and service failures, working with internal team members and external partners until they are resolved, and ensuring that service performance alerts are distributed, discussed, tracked and closed out effectively once issues are fixed.

Working closely with Quality, Carrier Management, Customer Service, Operations, IT and external line-haul providers, clearance brokers and final mile carrier partners, you will help ensure performance of the whole parcel journey is proactively monitored, business impacts are identified early, and service disruptions are communicated clearly across the organisation.
This role is purely focused on the network's operational performance, continuous improvement and maintaining service quality at all touch-points.

Key Responsibilities
- Monitor daily performance from warehouse to linehaul to clearance to carrier, reviewing operational data and service reports, comparing to KPIs to identify trends, risks and opportunities for improvement.
- Investigate performance issues, exceptions and recurring operational anomalies, facilitating identification of trends and root causes.
- Raise and manage performance escalations through to resolution, ensuring actions are tracked, followed up and completed within agreed timescales.
- Escalate unresolved or significant service issues to the appropriate internal or external teams where additional support or intervention is required.
- Produce regular performance analysis, highlighting trends, recurring issues and recommendations to the Head of Quality and wider business.
- Monitor carrier tracking events and operational data to identify inconsistencies, missing scans or service failures impacting customer experience.
- Own the communication of carrier & line-haul service disruptions, ensuring internal stakeholders are informed of operational issues, escalations, expected impacts and recovery plans.
- Support service reviews by providing performance insight, operational analysis and quality observations.
- Work closely with Customer Service, Operations, IT and Carrier Management to ensure issues are understood, prioritised and resolved efficiently.
- Maintain documentation relating to airline, broker & final mile operational processes, known issues, service alerts and performance trends.
- Identify opportunities to improve monitoring, reporting and operational processes to strengthen service quality and visibility.
- Own testing and validation activities for new carrier services, tracking enhancements and operational process changes where required.
- Act as a bridge between quality and carrier management

What We're Looking For
Experience & Skills
- Strong understanding of International parcel carrier operations, International cross-border logistics or International e-commerce fulfilment.
- Experience analysing operational performance data and identifying trends, service failures and process improvement opportunities.
- Excellent analytical and problem-solving skills with the ability to interpret operational data and identify root causes.
- Comfortable working with large datasets, reports and performance dashboards.
- Highly organised with strong attention to detail and the ability to manage multiple investigations simultaneously.
- Confident communicator capable of clearly presenting findings and recommendations to both technical and non-technical stakeholders.
- Experience managing operational incidents, service disruptions or quality investigations would be advantageous.
- Good understanding of the parcel delivery lifecycle, including collection, linehaul, customs, final mile, tracking events, delivery exceptions.
- Proactive approach with the ability to independently identify issues, investigate root causes and drive corrective actions.
- Continuous improvement mindset with a focus on improving operational quality and customer experience.

The role would also potentially suit someone from a Carrier Management or Analyst background