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The Mom Project · 17 hours ago

Senior Program Operations Manager, Carrier Programs (Remote - EST Hours)

United States

Contract

Remote

Mid, Senior Level

4+ years exp

The Mom Project is excited to support Etsy in their search for a Senior Program Operations Manager to join their team on a contract basis. This role involves managing domestic and international shipping options for unique and handcrafted products, maintaining relationships with shipping carriers, and ensuring operational efficiency in shipping programs.

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Responsibilities

Report to the Head of Global Shipping

Manage and maintain relationships with global shipping carriers and consolidators, customs brokers, aggregators, tracking tool providers, location services, address verification vendors, shipping Insurance providers, and other vendors/partners related to shipping

Be the point of contact for business issues and technical escalations

Help manage new integrations and testing

Assist in new partners/vendor evaluations

Manage vendor payment validations

Manage ad hoc analysis of business KPI and financial elements such as rate changes

Plan and manage new shipping features and services related to the carriers

Help write SOPs and documentation for the shipping programs and processes

Monitor and develop optimized KPI reporting of the key operational, technical, and financial SLA’s related to the global shipping programs, including Quarterly Business Reviews

Uphold and improve the overall operational health of the Shipping based on the key KPI on partnerships and the Etsy business

As a shipping operations stakeholder, be the balanced voice of the buyer, seller, and the Etsy business in the development and running of the shipping and orders, user experience, products, and business. This is not ownership, but contribution

Ensure real-time uptime support of the Etsy shipping program

Support developing Etsy’s software for shipping-related business management by identifying and upholding the ongoing requirements of that software with Product Management and representing Etsy with our integrated partners

Monitor and support the accuracy of the shipping-related seller tools, including the shipping weight and rate calculators

Development of business requirements, feature specification, and assisting in the technical specifications for shipping-related software programs, particularly in the area of domestic and International Logistics

As the shipping operations stakeholder, perform the user acceptance testing and sign off prior to release of shipping and orders (but not limited to) related features/functions

Uphold and improve the overall operational health of the Shipping based on the key KPI on those partnerships and the Etsy business

Assist the Global Shipping Network Development Manager in contract negotiations in collaboration with Business Development, Finance, and Legal teams

Interpreting partner specifications, to determining the right approach for alerts, monitoring, and fraud prevention, ensure the Shipping Team’s revenue-generating services run in the most efficient way possible

Work to become an expert in small parcel shipping, costing, and carrier rates for domestic US, domestic global (ie, UK to UK, AU to AU), and global cross-border shipping for customer-to-customer parcels

Help to provide data for conducting analysis on all new and existing shipping rates and pricing to ensure accuracy, correct implementation, and optimization for the Etsy business goals

Ensure Shipping program compliance with SOX and data security, such as PII

Qualification

Small parcel shippingDomesticInternational shippingData analyticsE-commerce shipping experienceOperational procedures setupMultitaskingPassion for community growthOrganizational skillsTime management