Senior Manager ​/ Director, Carrier Operations

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.

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, Fed Ex, Royal Mail, DHL, DPD, Mondial Relay, Canada Post, Australia Post, and more) as well as shipping integrators like Shippo and Sendcloud.

In this role you will:

• Own carrier performance monitoring. Build and run the daily/weekly monitoring of shipping health — margin, on-time delivery, label generation success, scan rates, surcharge and refund rates, and CX contact volume — define the topline carrier KPIs, surface degradation early, and drive issues to resolution with the right internal and external owners.

• Own carrier pricing. Understand and size every carrier price change (rate cards, surcharges, fuel, zone remapping), decide with Product/Eng and business leadership whether and how to pass changes through, coordinate customer communications and CX readiness, and hold carriers accountable to advance notice on pricing and data changes.

• Lead disruption response. Monitor and respond to carrier API changes, tariffs and regulatory shifts (e.g., de minimis changes), carrier policy updates, and weather events — quarterbacking coordinated cross‑functional responses with Product, Engineering, CX, Trust & Safety, and Public Policy.

• Own shipping cost integrity. Run the invoice reconciliation process across all carriers and integrators, ensure carrier charges map correctly to internal data, drive rate shadowing to catch mispricing, and partner with Accounting, Strategic Finance, and Analytics to reconcile margin reporting into a single trusted source of truth.

• Manage carrier relationships and negotiations. Own the weekly/biweekly operating cadence with each carrier and integrator, set agendas that drive our priorities, elevate and resolve operational issues (rate card mismatches, incorrect surcharges, RTS spikes, collections delays), and lead or support rate negotiations, RFPs, and contract changes.

• Recover money we're owed. Own claims at scale (thousands of loss/damage claims per week), bulk claims programs, unused label refunds, and overcharge credits — a direct, measurable margin lever.

• Own carrier‑side seller and CX operations. Oversee high‑value stuck‑shipment resolution, BYOL support, seller collections, hazmat violation management, and carrier violation remediation in partnership with Account Managers and Support.

• Launch and scale. Onboard new carriers, service levels, lanes,…