The team's mission is to improve delivery experience while minimizing costs across Fulfillment by TikTok (FBT) through seamless, integrated FBT product solutions and operations.
We are looking for a highly driven and operationally focused Carrier Manager to support our rapidly growing e-commerce platform. The Carrier Manager is responsible for developing and managing strategic carrier partnerships across the middle-mile and linehaul network, ensuring carriers consistently deliver against service, cost, and operational expectations.
This role serves as the primary point of contact for transportation providers and works cross-functionally with Operations, Planning, Analytics, Finance, Product, and Procurement to build a scalable, high-performing carrier network. The Carrier Manager is responsible for carrier onboarding, performance management, business reviews, contract execution support, and continuous improvement initiatives that strengthen network reliability and operational excellence.
Responsibilities
- Carrier Relationship Management
- Own day-to-day relationships with transportation carriers across FBT's linehaul network
- Serve as the primary escalation point for carrier-related performance issues and drive timely resolution
- Build strong partnerships with carrier leadership to improve communication, collaboration, and execution
- Conduct regular business reviews to evaluate performance, align on priorities, and drive continuous improvement
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- Carrier Performance Management
- Monitor carrier performance against service, compliance, capacity, and operational KPIs
- Identify recurring performance issues and develop corrective action plans with carrier partners
- Drive carrier accountability through performance reviews and ongoing operational engagement
- Recognize high-performing carriers and identify opportunities to expand strategic partnerships
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- Carrier Onboarding & Network Expansion
- Lead operational onboarding for new carriers, ensuring readiness before launch
- Develop onboarding plans, operating procedures, and implementation timelines
- Support carrier expansion initiatives to ensure sufficient network capacity while maintaining operational quality
- Validate operational readiness through launch reviews and performance monitoring
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- Capacity & Network Support
- Partner with Planning and Operations teams to align carrier capacity with network requirements
- Support peak planning, network changes, and new lane launches by coordinating carrier readiness
- Work with carriers to proactively mitigate capacity risks and maintain service continuity
- Assist in developing contingency plans for operational disruptions and surge events
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- Cross-Functional Collaboration
- Partner closely with operations to resolve execution challenges and improve carrier performance
- Collaborate with Analytics to review performance trends and identify improvement opportunities
- Work with Product and Engineering teams to support operational enhancements impacting carrier workflows
- Coordinate with Finance and Procurement to support contract implementation, pricing discussions, and business planning
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- Continuous Improvement
- Identify opportunities to improve carrier processes, communication, and operational efficiency
- Standardize carrier operating procedures and best practices across the network
- Drive initiatives that improve service quality, reduce operational disruptions, and strengthen carrier engagement
- Support strategic projects that enhance the scalability and resilience of the transportation network Minimum Qualifications
- Bachelor's degree in Supply Chain, Logistics, Business, or a related field
- 5+ years of experience in transportation, carrier management, logistics operations, or supply chain
- Strong understanding of transportation networks, linehaul operations, and carrier management
- Experience managing external business partners and driving performance improvements; Strong analytical and problem-solving skills with the ability to make data-driven decisions
- Excellent communication, negotiation, and stakeholder management skills; Ability to manage multiple priorities in a fast-paced, high-growth environment
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Preferred Qualifications
- Experience supporting transportation operations within a large-scale e-commerce or fulfillment network
- Experience leading carrier onboarding, implementation, or network expansion initiatives
- Familiarity with transportation management systems and carrier operating models
- Experience leading cross-functional initiatives across Operations, Planning, Analytics, Product, and Finance