Senior Manager / Director, Carrier Operations

Business Operations San Francisco, CA

Location

• San Francisco, CA
• New York, NY
• Los Angeles, CA
• Seattle, WA
• Remote

Location Type

Remote

Employment Type

Full Time

Department

Business Operations

Compensation

$234K – $325K • Offers Equity The salary or hourly rate range may be inclusive of several levels that would be applicable to the position. Final salary or hourly rate will be based on a number of factors including level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary or hourly rate, not benefits or equity.

🚀 Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

💻 Role

Every package that moves between a Whatnot seller and buyer touches a carrier — and shipping is one of the largest cost and experience levers in the business. As Senior Manager / Director of Carrier Operations, you will own Whatnot's global carrier function end to end: the relationships, the economics, the operating rhythm,and the team behind them. Our network spans domestic and international parcel carriers (USPS, UPS,FedEx,Royal Mail,DHL,Dpd,Mondial Relay Canada Post Australia Post,and more) as well as shipping integrators like Shippoand Sendcloud.In this role you will:

• Own carrier performance monitoring. Buildand runthe daily/weekly monitoring of shipping health — margin,on-time delivery,label generation success scan rates,surchargeand refund rates,and CX contact volume — definethe topline carrier KPIs,surface degradation early,and drive issues to resolution with theright internaland external owners.
• Own carrier pricing. Understandandsize every carrier price change(rate cards,surcharges,fuel zone remapping),decide with Product/Engand business leadership whetherand howto pass changes through coordinate customer communicationsand CX readiness,and hold carriers accountableto advance notice on pricingand data changes.
• Lead disruption response. Monitorand respondto carrier API changes tariffsand regulatory shifts(e.g.,de minimis changes),carrier policy updates,and weather events — quarterbacking coordinated cross-functional responseswith Product Engineering CX Trust & Safety,and Public Policy.
• Own shipping cost integrity. Runthe invoice reconciliation process acrossall carriersandintegrators ensurecarrier charges map correctlyto internal data drive rate shadowingtocatch mispricing,and partnerwith Accounting Strategic Finance,and Analytics toreconcile margin reporting intoa single trusted sourceof truth.
• Manage carrier relationshipsand negotiations. Ownthe weekly/biweekly operating cadence witheach carrierandintegrator set agendas that driveour priorities escalateand resolve operational issues(rate card mismatches incorrect surcharges RTS spikes collections delays)andlead or support rate negotiations RFPs,and contract changes.
• Recover money we're owed. Ownclaims at scale(thousands of loss/damage claims per week) bulk claims programs use label refunds,and overcharge credits — a direct measurable margin lever.
• Own carrier-side sellerand CX operations. Oversee high-value stuck-shipment resolution BYOL support seller collections hazmat violation management,and carrier violation remediation in partnership with Account Managersand Support.
• Launchand scale. Onboard new carriers service levels lanes,and markets — from commercial diligence through data integrationand ramp —and setthe12–18 month strategy for the carrier function as Whatnot's volumeandinternational footprint grow.
• Buildandleadthe team. Manageand developa teamofcarrier operations analystsand associates define clear ownership across monitoring pricing reconciliationandescalations,and identify whatto automate playbookor hand offas we scale.

👋 You

Curious about who thrives at Whatnot? We've found that low ego,a growth mindset,and leaning into actionand high impact goes a long way here.As our Senior Manager / Director of Carrier Operations you should have: -8–12+ years of experience in parcel/carrier operations logistics transportation procurement or marketplace operations — ideally at a high-volume ecommerce company marketplace3PL integratoror carrier

• Experience owning carrier relationshipsand negotiations including rate cards surcharges SLAs,and contract terms across multiple domesticandinternational carriers
• Deep fluency in parcel economicsand cost integrity: rate structures fueland peak surcharges VAT/tax treatment FX invoice auditandreconciliation,and claims recovery
• Strong analytical rigor — you're comfortable owning shipping margin down to the invoice lineandreconciling numbers across finance accounting,and analytics systems; SQLand tools like Sigma Hexor Looker are a strong plus
• Proven cross-functional leadership: you can align Product Engineering Finance CX,and external partners around a plan,and runa tight operating cadencewith vendors
• Experience managingand developinga team including building playbooksand delegating standardized work
• Calm structured incident response instincts — you'rethe person people want running point whena carrier changes an API,a lane starts failing ora tariff lands
• International shippingand cross-border experience(customs duties de minimis VAT) strongly preferred
• Abilityto think strategicallyandexecutemethodically ina fast-moving ambiguous environment

🎁 Benefits

• Generous Holidayand Time off Policy - Health Insurance options including Medical Dental Vision - Work From Home Support - Home office setup allowance - Monthly allowance for cell phoneandinternet - Care benefits - Monthly allowance for wellness - Annual allowance towards Childcare - Lifetime benefit for family planning such as adoption or fertility expenses - Retirement;401k offering for Traditionaland Roth accounts in the US(employer match up to4%of base salary)and Pension plans internationally - Monthly allowanceto dogfoodthe app - All Whatnauts are expectedto developa deep understandingof our product.We're passionate about buildingthe best user experience,and all employees are expectedto use Whatnot as botha buyeranda selleras partof their job(our dogfooding budget makes this funandeasy!). - Parental Leave -16 weeks of paid parental leave + one month gradual returnto work *company leave allowances run concurrentlywith country leave requirements which take precedence.

💛 EOE

Whatnot is proud to be an Equal Opportunity Employer.We value diversity,and we do not discriminate onthe basisof race religion color national origin gender sexual orientation age marital status veteran status parental status disability status or any other status protected by local law.We believe that our work is betterand our company culture is improved whenwe encourage support,and respectthedifferent skillsandexperiences represented withinour workforce. Remote Work: The role is listed as Remote under Location Type; team described as remote co-located across hubs in US/UK/Ireland/Poland/Germany/Australia. Experience Level: Requires8–12+ years experience in parcel/carrier operations/logistics/transportation procurement/marketplace operations.