Cross Functional Operations Specialist

At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator.

Hundreds of the world's top direct-to-consumer brands like Tommy John, Dolls Kill, Ritual, , and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.

At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator. Hundreds of the world's top direct-to-consumer brands like iHerb, Tommy John, Dolls Kill, Ritual, , and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.

This role is on-site.

What Success Looks Like in This Role

In this role, success means going beyond day-to-day exception handling to improve operational efficiency.

You will:

* Identify operational issues without waiting for them to be assigned to you.

* Take ownership of problems from initial discovery through resolution.

* Investigate beyond surface-level symptoms to find root causes.

* Test solutions independently, then partner with leadership and cross-functional teams to refine and scale improvement solutions.

* Improve the operation proactively, not just maintain it.

* Use leadership as a thought partner to sharpen ideas and strengthen execution.

Key Responsibilities

Exception & Mis-Sort Handling

FiC Support, Exception Handling & Returns Management

* Provide operational support to FiC-related exceptions, ensuring timely identification, triage, and resolution of shipments requiring manual override or intervention.

* Manage undeliverable and un-processable returns back to individual shippers, ensuring accurate disposition, routing, and recovery with minimal delay.

* Own and drive resolution of shipment exceptions from identification through root cause, including mis-sorts, invalid routing, incomplete shipment data, damaged parcels, failed processing events, and return-related breakdowns.

* Investigate beyond the immediate issue to uncover upstream drivers and recommend corrective actions that reduce repeat failures and manual touchpoints.

Exception & Mis-Sort Resolution

* Actively identify issues on the floor, not just those assigned through systems or escalations.

* Identify, isolate, and resolve shipment mis-sorts across all delivery network lanes, carriers, service levels, and destination paths.

* Correct routing and processing errors quickly and ensure shipments are re-injected into the workflow with minimal delay.

* Test and implement solutions that reduce recurring exceptions, improve recovery speed, and prevent service disruption.

* Partner cross-functionally after validating initial findings and hypotheses, using data and observations to drive action.

Automation Rejects & Troubleshooting

* Monitor, prioritize, and process automation rejects including label read failures, dimension/weight mismatches, barcode scan issues, and data validation errors.

* Perform first-level troubleshooting on sortation, scanning, and routing automation to restore flow, reducing downstream impact.

* Identify recurring reject patterns, investigate likely root causes, and recommend process, tooling, or system improvements that improve reliability.

* Partner with Engineering, IT, and Operations teams to resolve persistent failures once initial troubleshooting and issue framing are complete.

Origin Processing Center Bottleneck Removal

* Proactively identify and remove daily production bottlenecks within the OPC that delay sortation, exception resolution, returns processing, or outbound movement.

* Monitor workflow constraints, queue build-up, and manual touchpoints, implementing immediate countermeasures to protect throughput rates and service commitments.

* Identify unassigned work such as staged parcels,…