Job Description

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

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

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

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

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

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