Engagement Manager

Summary

Join USPack as a Contractor Engagement Manager and help us solidify our reputation as the preferred partner for independent transportation service providers. You will develop and implement programs to improve the contractor experience, reduce turnover, and increase engagement. This role requires strong communication, organizational, and problem-solving skills, along with experience in logistics and contractor management. You will collaborate with various teams to achieve organizational goals and contribute to a positive contractor experience. USPack offers a comprehensive benefits package for full-time employees, including 401(k), health insurance, disability/life insurance, and paid time off. Part-time employees receive 401(k) and paid sick time. The position offers a competitive salary and occasional travel.

Requirements

• Strong communicator in all media forms with the ability to communicate with associates, managers, and leadership in group settings, or individually, at all levels
• Well organized and highly detailed with a flexible attitude to be able to prioritize, manage a variety of simultaneous projects, and maneuver between tasks
• Ability to pivot and reprioritize when requests for temporary focus on critical area(s) including but not limited to customer locations, geographies, etc. are made
• Proficient in all processes and technology that IC’s must use daily
• Highly proficient in the complexities of procurement and contractor loyalty
• Proactive, resourceful, and collaborative. Ability to work and lead effectively in a fast-paced environment
• Demonstrated customer service skills
• Ability to use critical thinking skills to maximize resources and opportunities
• Good problem-solving skills
• Skilled collaborator with ability to work well and ability toparticipate and lead within multiple department team settings
• Should possess excellent computer skills including Microsoft Office (word, excel, PowerPoint, outlook) with ability to compile complex spreadsheets, ability to draft presentations, and ability to create meaningful and concise communications
• High School Diploma or equivalent (GED) required
• 5+ years previousexperience in logistics, preferably in the same day/final mile space, with a contractor business model. This experience should include working closely with Independent Contractors in an Operations, Relational, or new business Implementation position

Responsibilities

• Reduce driver turnover by contract stability and engagement programs, including
• Compile and circulate data to internal team members geared to identify areas of higher contractor turnover within our company
• Investigate, determine, and educate internal team members on the root causes for contractor turnover
• Develop and Implement action plans and programs designed to have a positive impact on contractor turnover
• Collaborate closely with Operations leadership and team members to successfully decrease contractor turnover
• Design and drive the execution of strategy in support of organizational goals and objectives around the driver experience. This includes
• Contract documents
• Power BI database
• ICON sourcing database/ available contractor opportunities
• Compliance notifications
• Lifecycle of IC Contract (procurement to contract termination)
• Knowledge of cross-contracting opportunities
• Driver Pay issues
• Receive/make calls and communications from contractors providing feedback related to their contract relationship with the company, or its customers. Perform intake functions, report on interactions and findings, track and identify potential trends, implement corrective action as needed
• Identify, Promote, and implement solutions to improve IC’s experience with technology related to their service offerings
• Foster team culture promoting partnership of the Driver Experience Team driving the best contractor partnership experience possible for all contracted drivers
• Develop and implement directives and initiatives to standardize USPack processes related to the contracted driver experience across the nationwide footprint
• Perform and track follow up with contractors as defined in spot-check and full audit circumstances to ensure the best ongoing partnership with USPack. Interact with the contractor network to review commissions, activity, customer, dispatch, and field operation interactions
• Collect and record activity data for routine submission as requested
• Perform other duties as assigned

Preferred Qualifications

• 3+ years previous operations project management or logistics leadership preferred
• Bachelor's degree is preferred
• Available to work extra hours, weekends, and holidays preferred

Benefits

• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(K)
• Paid Sick Time