Carrier Development Manager

Carrier Development Manager

The Customer Operations Manager oversees the day-to-day operations of the customer operations department, ensuring efficient order management, timely issue resolution, and clear communication across The Hanline Group's companies. This role leads a team of representatives, promotes service excellence, and supports collaboration between departments to deliver an exceptional customer experience.

Responsibilities:

• Own strategic carrier relationships beyond day-to-day load coverage
• Build and maintain partnerships with core / high-volume carriers
• Relationship Management
• Maintain regular communication cadence with top carriers
• Monthly / quarterly touchpoints
• Address carrier concerns and service issues
• Understand carriers' network, lanes, and growth goals
• Quarterly business reviews (QBRs)
• Annual in-person meetings / events
• Serve as liaison between:
  Carriers ↔ Operations ↔ Sales
• Measure Carrier Performance & Growth
• Deliver structured carrier scorecards (service, pricing, compliance)
• Provide actionable feedback to improve carrier performance and increase lane agreements
• Partner with Operations to:
• Align freight with carrier networks
• Encourage carrier growth within your book
• Reputation & Issue Management
• Monitor Carrier performance reports
• External reviews (DAT, Highway, Google, etc.)
• Proactively address negative feedback, resolve directly with carriers
• Provide insights to leadership on systemic issues impacting carrier experience and potential roadblocks
• Actively source new carriers via:
• Cold outreach, Industry events / travel, referrals
• Focus on strategic lanes, underserved markets
• Oversee onboarding quality and readiness

Qualifications:

• Bachelor's degree in business, supply chain, or related field preferred.
• 5+ years of sales and account management experience in the logistics industry
• Strong leadership, communication, and problem-solving skills.
• Proven ability to lead a team in a fast-paced environment.
• Experience in food manufacturing, distribution, or logistics preferred.

Benefits:

• 401(k) or Roth IRA with fully vested 4% match
• Health, Dental, & Vision insurance
• Flexible schedule
• Paid time off
• Floating holidays
• Competitive environment
• Growth opportunity
• Voluntary life insurance, short & long term disability, etc.
• Company paid life insurance policy