Hauler Account Manager

Hauler Account Manager

ReSupply is looking for an operationally-minded team player to join us on our journey to reinvent and forever change the supply chain of charitable contributions within the U.S. We are seeking someone who can build trust with logistics partners, navigate complex operational environments, solve problems quickly, and take ownership of outcomes.

As a Hauler Account Manager, you will be responsible for building and maintaining trusted relationships with our logistics partners and drivers who ensure the success of donation pickups. You will serve as a key point of contact for a portfolio of hauler partners, helping them succeed operationally while identifying opportunities to improve performance, strengthen relationships, and increase the value of the partnership.

This role is particularly well suited to transitioning military officers and senior enlisted leaders who want to bring their leadership, operational discipline, relationship-building skills, and mission-first mindset into the world of Customer Success. Military experience managing people, assets, missions, and competing priorities translates exceptionally well to this role.

The successful candidate will be comfortable operating in environments where priorities can change quickly, problems need to be resolved decisively, and success depends on strong communication and follow-through. You will work closely with logistics partners, drivers, and internal teams to identify issues, execute solutions, and ensure that our partners consistently meet operational expectations.

Our small, tight-knit team is seeking a candidate who will work closely with us at our Downtown Boston headquarters. We work best when we can innovate together in an open, collaborative environment. Our culture is built on the foundation of thinking disruptively, obsessing over adding value, and reaching out to support one another as we strive to Make Giving Simple and have fun doing it!

We are passionate about our mission and partnerships as we turn household goods into emergency relief for those in need. If you're driven by a desire to make a positive impact and are looking for an opportunity to apply your leadership and operational experience to a mission-driven organization, we want to talk with you!

• Building and maintaining trusted relationships with logistics partners, operational leaders, and drivers, ensuring alignment with ReSupply's mission, goals, and operational standards.
• Taking ownership of partner performance and outcomes, serving as a primary point of contact and advocate for assigned hauler accounts.
• Quickly identifying and resolving operational issues involving missed pickups, delivery failures, driver performance, customer concerns, or other hauler-related challenges, coordinating with partners and internal teams to drive timely resolution.
• Monitoring partner account health and operational performance, identifying trends, risks, and opportunities for improvement before they become larger issues.
• Analyzing partner and driver performance data to identify root causes, gain insight into business performance, and develop practical strategies to improve results.
• Managing multiple priorities and competing objectives while maintaining strong follow-through on both immediate operational issues and longer-term account goals.
• Developing deliberate action plans to improve partner performance, increase product adoption, strengthen relationships, and prevent account churn.
• Using feedback from logistics partners, drivers, donors, and charities to identify unmet needs and improve service quality and operational efficiency.
• Collaborating cross-functionally with Operations, Sales, Marketing, Customer Support, and other internal teams to solve problems and deliver excellent partner experiences.
• Preparing and delivering performance reviews and reports to partners through EBRs, QBRs, and other account-management touchpoints.
• Identifying and executing value-add opportunities, including product releases, marketing resources, new services, and operational improvements that can increase partner satisfaction and lifetime value.
• Maintaining disciplined account management practices, including tracking key performance indicators, documenting account activity, and following through on commitments.

• Operational Excellence:
  Strong organizational skills, attention to detail, and disciplined follow-through. You are able to execute both explicit and implied tasks without constant supervision.
• Mission Ownership:
  You take personal responsibility for outcomes, identify what needs to be done, and drive issues to resolution rather than waiting to be directed.
• Relationship Acumen:
  Proven ability to rapidly build rapport, establish credibility, and develop long-term trust with stakeholders across different levels of an organization.
• Executive Presence & Communication:
  Strong interpersonal and communication skills, with the ability to confidently present information,…