Carrier Performance Manager

• Monitor and manage carrier performance against SLAs, KPIs, and contractual obligations
• Develop and maintain strong relationships with carrier partners to support collaboration and performance improvement
• Analyze performance data to identify trends, risks, and opportunities for optimization
• Drive continuous improvement initiatives to enhance service levels, reduce costs, and increase operational efficiency
• Lead regular carrier performance reviews, including scorecards and on-site business reviews
• Partner with internal operations teams to resolve service issues and improve overall network performance
• Support carrier sourcing, onboarding, and ongoing compliance processes
• Ensure adherence to all regulatory and safety requirements, including CDL standards
• Manage capacity planning in alignment with demand forecasts and market conditions
• Address service escalations and implement corrective action plans as needed
• Conduct quarterly carrier coding reviews in partnership with the Care team
• Additional duties, assigned to support business needs

 Required Qualifications – Required qualifications to effectively perform the job.  An equivalent combination of education, training and experience will be considered.  (Additional requirements may be designated by position.)

• High school diploma or equivalent; Bachelor’s degree in business or a related field is preferred.
• 4-6 years of experience within the Logistics industry working directly with DOT and FMCSA regulations
• Prior supervisory experience preferred

• Prior experience working with logistics software is preferred.

 Knowledge, Skills and Abilities – May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.

• Proven ability to manage and resolve escalations with urgency, professionalism, and accountability.
• Strong cross-functional collaboration experience working with operations, sales, pricing, and client service management teams.
• Leadership experience, including coaching, mentoring, or developing team members in an operational or client-facing environment.
• Working knowledge of Zendesk preferred.
• Proficient in Microsoft Office programs and other general office equipment.
• Organized thinker with exceptional attention to detail.
• Proven ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Demonstrated problem-solving skills with the ability to identify risks and support issue resolution.
• Demonstrated ability to lead day-to-day operational activities and provide guidance to team members in a fast-paced environment.
• Excellent communication skills, both verbally and in writing. 
• Ability to deliver exceptional customer service.
• Positive attitude, team player.
• Ability to multi-task.
• Intermediate-level data entry skills.
• Ability to work independently.
• Willingness to learn and assume responsibility.
• Personal responsibility to manage change.

 Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• General office conditions.  Exposed to moderate noise levels.

 Physical Abilities - Activities that are commonly associated with the performance of the functions of this job.  The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Required to use close vision and be able to focus.
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
• Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Regular attendance is a necessary and essential function.

This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other reasonably related duties as assigned to meet business needs. ACERTUS reserves the right to modify, revise, or update job duties, responsibilities, and requirements at any time.