Track & Trace Dedicated Lane Manager

Position Summary

The Track & Trace Lane Manager is responsible for overseeing live tracking, monitoring, and performance of dedicated customer lanes within the WARP network. This role ensures proactive visibility into route progress, timely escalations, and recovery actions when service disruptions occur. The Lane Manager acts as the primary operational owner of assigned lanes, working directly with drivers, carriers, and internal teams to ensure on-time execution, compliance with WARP SOPs, and consistent customer satisfaction.

• Serve as the dedicated owner for assigned lanes, monitoring real-time route activity and ensuring timely check-ins.
• Track driver ETAs, seal compliance, and delivery milestones within WARP-TMS.
• Identify risks (delays, breakdowns, unscheduled stops, HVTT cargo issues) and initiate escalation procedures.
• Ensure accurate documentation of all route activity, including timestamps, driver updates, and exception logs.

• Act as first responder for issues within assigned lanes, coordinating with Dispatch and Carrier Sales to recover at-risk loads.
• Communicate delays, recovery plans, and alternate solutions to internal stakeholders and customers.
• Execute contingency plans (Backup Carrier A/B, rerouting, recovery dispatch) in alignment with WARP’s Carrier Contingency SOP.

• Ensure carriers/drivers within assigned lanes adhere to WARP Track & Trace SOPs, including HVTT security, unscheduled stop policies, and POD requirements.
• Provide performance feedback on carriers/drivers to the Carrier Procurement & Quality team.
• Flag non-compliance, accelerate repeated issues, and recommend DNU actions when necessary.

• Partner with Customer Success to provide proactive updates on high-priority lanes.
• Coordinate with Dispatch, Cross-Dock, and Carrier Sales for seamless handoffs and recovery support.
• Contribute to carrier performance reviews by providing detailed feedback on assigned lane operations.

• Analyze assigned lane performance data (on-time %, delay causes, recovery success rate) and identify areas for improvement.
• Participate in root cause analysis of failures and recommend corrective actions.
• Contribute to the ongoing refinement of Track & Trace SOPs and escalation playbooks.

• 2–4 years of experience in transportation, logistics, or supply chain operations (preferably in live tracking, dispatch, or carrier management).
• Strong knowledge of route monitoring and escalation handling in high-volume environments.
• Familiarity with TMS platforms (WARP-TMS or similar) and live-tracking tools.
• Excellent communication skills with ability to manage multiple stakeholders under pressure.
• Ability to work flexible shifts, including nights/weekends, to support 24/7 coverage.

• Operational Ownership: Ability to fully own lane performance end-to-end.
• Crisis Response: Quick decision-making and escalation handling under tight timelines.
• Customer Communication: Clear, professional, and proactive updates during disruptions.
• Detail-Oriented: Accurate documentation and compliance enforcement.
• Collaboration: Strong teamwork across Carrier Sales, Dispatch, and Customer Success.

• On-Time Delivery % for assigned lanes
• Escalation Response & Resolution Time
• Recovery Plan Execution Success Rate
• Carrier/Driver Compliance Rate (tracking, seal, SOP adherence)
• Customer Communication Effectiveness (feedback/CSAT on assigned lanes)