Retail Operations Senior Manager
•PayjoyHybrid· 5h
⚙️ Operations⏰ Full-time🎯 Lead / Principal🇲🇽 Mexico City, Mexico
5h ago
Shipmonk·12 days ago
About ShipMonk
ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.
Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
The Senior Manager, Parcel will be responsible for overseeing the performance, relationships, and contracts of last-mile small parcel carriers across all ShipMonk facilities. In addition to managing existing carrier operations, this role serves as a key commercial liaison, partnering with Sales, Product, and Customer Experience teams to build client-driven parcel solutions and inform product roadmaps with the voice of the customer.
Key Responsibilities
• Carrier Management
• Own day-to-day relationships with domestic and international parcel carriers.
• Monitor and optimize carrier performance (on-time delivery, damage rate, billing accuracy).
• Lead contract negotiations and support carrier selection strategies.
• Collaborate with warehouse operations to resolve shipping or service issues in real time.
• Sales & Solution Engineering Support
• Act as the subject matter expert (SME) in parcel for the Sales and Solutions teams during client scoping and onboarding.
• Develop and price parcel solutions tailored to unique customer profiles (e.g., hazmat, international DDP, value carrier mix).
• Present parcel strategy options to clients and prospects alongside Sales.
• Voice of the Customer & Product Strategy
• Collect and analyze feedback from merchants on carrier services, pricing, and feature gaps.
• Collaborate with Product and Tech teams to shape the roadmap of new parcel capabilities and platform enhancements.
• Champion customer needs internally to improve transparency, automation, and cost-efficiency.
• Analytics & Reporting
• Create and maintain KPIs for cost, service, and product adoption.
• Deliver carrier scorecards and executive summaries to internal stakeholders.
• Forecast future capacity needs and cost impacts based on client growth and seasonality.
Requirements
• 6–10 years of experience in parcel logistics, transportation, or ecommerce fulfillment, with at least 3 years in a managerial or leadership role.
• Proven experience managing carrier relationships, contract negotiations, and performance metrics.
• Strong understanding of parcel networks (e.g., USPS, UPS, FedEx, DHL eCom, regional carriers).
• Demonstrated ability to partner cross-functionally with Sales, Product, and Operations teams.
• Experience in pricing models, solution engineering, or client-facing logistics support is a plus.
• Exceptional communication, negotiation, and analytical skills.
• Proficiency in Excel/Google Sheets; experience with WMS/TMS systems preferred.
• Bachelor’s degree in Supply Chain, Logistics, Business, or a related field; MBA is a plus.
ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.