Lead a newly formed team in building operational excellence for carrier services at Shippo, focusing on reliability, billing accuracy, and customer trust while collaborating across functions to improve operational workflows.
Here at Shippo, we are the shipping layer of the internet and we consider ourselves to be one of the core building blocks of e-commerce. Our mission is to make merchants successful through world class shipping. With our products and solutions, we level the playing field by providing our customers with best-in-class solutions that otherwise wouldn’t be available to them. Through Shippo, e-commerce businesses, marketplaces, platforms and a variety of logistics infrastructure providers are able to connect to shipping carriers around the world from one API and dashboard. We provide our customers with the most competitive shipping rates, print labels, automated international documents, shipment tracking, facilitate the returns process and more.
We’re hiring a Senior Director of Carrier Operations to lead a newly formed team focused on building the operational backbone of Shippo’s Carrier services - shipping reliability, billing accuracy, and customer trust. You’ll 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 alike.
You’ll be responsible for transforming today’s reactive, fragmented operational model into a unified, high-performing engine that drives measurable impact across engineering, Product, GTM, finance, and partnerships. This is a highly cross-functional leadership role that will require strong systems thinking, a bias for action, and a deep sense of accountability.
Shipping & handling 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 paymentsImprove data workflows between Finance, GTM, and Accounting to ensure scalable billing operations
- Own implementation of improvements in response to missed or incorrect payouts
Requirements
- 16+ 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
- Familiarity with carrier operations, logistics platforms, or billing systems is a plus
What's in the Shippo package:
- 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
Our Compensation Shippolicy:
We believe compensation is a custom experience and are commited to fair and equitable compensation practices. The standard base pay range for this role is min $218k to a max $295k annual salary (standard range). Since we are focused on hiring Shippos Everywhere, we have 2 US pay ranges, a standard compensation range for the majority of the US and a standard +1 compensation range for those who live in areas where the cost of labor is higher, such as NYC and California.
The actual base pay is dependent upon many factors, such as: financial budgets, work experience, training, transferable skills, business needs, and market value. The base pay salary ranges are subject to change and may be modified in the future. Total compensation for this role will include, equity, medical, dental, vision and other benefits noted in our Shippos “package” section.
Sail through the process:
Here at Shippo, we celebrate inclusivity and are committed to creating equal access to opportunities for people from all backgrounds, perspectives and geographies. These values define who we are and everything we do. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at [email protected]
Shippos in the world:
Our people, much like the packages we help ship, are all over the world. This means, through our remote-first program, “Shippos Everywhere”, our roles can be based anywhere in the US with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico and West Virginia and many roles can be based internationally.
For locations outside of the US and Ireland, the employment contracts are powered by Remote.com (all Shippo perks still apply - including equity!). What we want to emphasize is that you can be successful at Shippo regardless of location.
Top Skills
APIs
Automation
Logistics Platforms
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