Carrier Operations Lead

At Shippo, our vision is bold and clear:
we are the shipping layer of the internet. Our mission is to make every merchant successful through excellent shipping, delivering world-class logistics technology and infrastructure. We’re building the backbone of global e-commerce — connecting merchants to carriers worldwide through a single API and intuitive dashboard.

As a remote-first and globally distributed team , we believe flexibility fuels trust, autonomy, and performance. Our diverse perspectives — across continents, cultures, and time zones — drive our innovation and enable us to build solutions used by businesses everywhere. We invest in modern, scalable technology so our teams can build, ship, and iterate with confidence.

every person at Shippo plays a direct role in shaping the infrastructure that powers global commerce and makes shipping simpler for businesses around the world.

Shippo is looking for a proactive and detail-oriented Carrier Operations Lead to join our Carrier Operations Team. You’ll report to the Carrier Operations Sr Manager and deliver success by owning the operational performance of Shippo’s carrier ecosystem, ensuring our programs are running at peak efficiency. You will act as the operational lead for our various rating work streams, support bridging operational gaps within our carrier integrations, and work toward a zero-engineering-dependency environment through improved process design and launch-readiness protocols.

By serving as the functional expert for our specialist team and an operational link for our partnership managers, you will eliminate financial leakage and ensure our carrier integrations are reliable, accurate, and scalable.

It’s a great fit for someone who thrives in data-rich environments, loves solving complex problems, and brings a strong generalist mindset to operational challenges. We're looking for a hands-on problem solver—someone who takes initiative, owns issues end-to-end, and doesn't shy away from ambiguity. You’ll work cross-functionally with Finance, Product, and Engineering to ensure accurate pricing and seamless reconciliation workflows across our carrier partnerships.

If you're passionate about optimizing operations, diving into messy data, and building scalable solutions, we want to hear from you.

• Program Ownership: Lead the operational lifecycle of our Rating Variance Programs. You will own the health of the automated "detection-to-resolution" workflow, ensuring the team hits turnaround times for root cause analysis and financial recovery.
• Technical Bridge: Serve as the primary operational partner for Product and Engineering. You will work with engineering to translate complex carrier API behaviors and technical defects into actionable business cases for our carrier partners and technical requirements for our R&D teams.
• Rating Integrity & Launch Readiness: Support ownership of a "Pre-launch Onboarding" process for all hosted carrier contracts. You are the final gatekeeper ensuring that rates, surcharges, and credentials are configured correctly to prevent financial leakage before labels are generated. You will work in close collaboration with Partnerships, Reconciliation, Data, and Revenue Operations teams.
• International Rate Management: Lead the tactical execution and program design for international price updates. You will drive initiatives to automate the ingestion of global rate changes, improving process design to reduce lead times and ensure 100% accuracy across diverse currency and surcharge structures.
• SOP & Process Design: Move the team from "ad-hoc heroics" to repeatable processes. You will help build/refine the operational playbooks for carrier onboarding, annual price changes, and dispute management, providing functional mentorship to the Specialist team to ensure high-velocity execution.
• Operational Quality Control: Oversee the team’s root cause and solution output. You will review high-dollar variances and ensure the team repeatably hits target KPIs, maintains carrier SLAs, and helps to identify trends that require systemic product or engineering fixes.