Director, Carrier Operations

Summary

Join Shippo, the shipping layer of the internet, as the Director of Carrier Operations to lead a newly formed team focused on building the operational backbone of Shippo’s Carrier services. You will create and own a new Carrier Operations function, leading a team of 1-2, that proactively monitors and resolves anomalies across our shipping, rating, and billing systems. This role is critical to ensuring a seamless, scalable experience for Shippo’s customers and carrier partners. You’ll transform the current operational model into a unified, high-performing engine driving measurable impact across various departments. This is a highly cross-functional leadership role requiring strong systems thinking, a bias for action, and accountability. The position offers a competitive salary and a comprehensive benefits package.

Requirements

• 8–12+ years of experience leading a team in strategy and operations, program management, finance, or analytical roles with deep cross-functional exposure
• Proven track record building and scaling operational functions in fast-paced, high-growth environments
• Exceptional problem-solver who can dive into the details but operate at a systems level
• Strong analytical chops; you understand how to turn messy, ambiguous problems into dashboards, alerts, and processes
• Experience working with technical teams to design and implement scalable, data-driven solutions

Responsibilities

• Establish end-to-end monitoring, visibility, and alerting for key functions: label generation, manifesting, address validation, tracking, postage billing, and refund flows
• Partner with Engineering to reduce unplanned work and identify scalable automation opportunities
• Build anomaly detection systems that notify internal teams of issues in real time
• Serve as the operational escalation point for shipping reliability issues tied to carrier performance
• Own the full lifecycle of rating operations, from contract inputs (e.g., customer/carrier-provided rate tables) to output (accurate rates, variance reconciliation)
• Build automation to audit rates and identify discrepancies before they hit customer bills
• Lead resolution workflows for rating anomalies and drive structural improvements in data and tooling
• Own carrier and customer dispute resolution timelines, ensuring Shippo avoids financial write-offs
• Operationalize customer revenue share contracts into accurate, auditable payout systems
• Build alerts and reporting for variances in rev share payments
• Improve data workflows between Finance, GTM, and Accounting to ensure scalable billing operations
• Own implementation of improvements in response to missed or incorrect payouts

Preferred Qualifications

Familiarity with carrier operations, logistics platforms, or billing systems is a plus

Benefits

• Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents). Pets coverage is also available!
• Take-as-much-as-you-need vacation policy & flexible working
• 3 Volunteer Days Off (VTOs)
• WFH stipend to set up your home office
• Charity donation match up to $100
• Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
• Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings