About the Company:

Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.

Role Description

Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This role manages the entire Operations team function under the Load Lock+ product with visibility capabilities throughout the load’s lifecycle. Focused on the exception management process to successfully monitor loads and resolve any issues related to load security and service failures. This includes issue resolution, trouble shooting and motor carrier investigation. The Operations Manger is responsible for ensuring an exceptional level of customer support.

Your role:

• Build, train and manage Operations Team providing support for the Load Lock+ function from the ground up.
• Work closely with the Product Team to operationalize load visibility support and to identify and report issues, bugs and product enhancements.
• Oversee and ensure high levels of customer service, overseeing carrier and customer support inbounds via email and phone.
• Ensure Operations Team maintains superior responsiveness and quality.
• Upskill, train and develop teams to scale as the business grows to ensure coverage and maintain responsiveness.

Qualifications

• Expert in understanding how to problem solve, come up with a solution and respond in a highly deadline driven environment.
• Oriented towards working in a fast-paced, urgent environment.
• Ability to multitask and handle multiple task flows at once.
• Logistics experience is highly preferred, especially within the track and trace function.
• Experienced reviewing performance reporting, managing teams for optimum performance, identifying when teams need additional support.
• Comfortable working multiple time zones, across a 24/7 support operations team.
• Customer-centric with a high level of collaboration across teams and with leadership.
• Experienced in staffing and managing workforce schedules to manage volumes.