The opportunity: 

The Senior Program Manager - Platform Service Performance is responsible for driving industry leading shipment service performance for the Convoy Platform’s customers. The core focus of the role will be managing the performance of motor carriers within the network through policy development, success measurement, and related rewards and penalties, but will also be heavily involved in metric and strategy development to drive holistic performance as seen by the customer including brokers and shippers.

You will:

• Develop methodologies to measure shipment service performance by deeply understanding customer expectations, the capabilities of motor carriers, and the intricacies of the freight industry.
• Create and iterate on the expectations of carriers and drivers as they book and haul shipments within the Convoy Platform as well as how the expectations are communicated externally.
• Design and implement automated processes to assess carrier performance against established metrics, using manual pathways to test and experiment where efficient. 
• Partner with internal communications and marketing teams to provide sufficient transparency and training to motor carriers of expectations, failures, and ratings.
• Partner with internal and external operations teams to ingest escalations and/or answer questions related to service events.
• Understand trends in service performance to determine areas of weakness and develop targeted action plans to correct. 
• Act as the voice of the carrier internally to ensure product processes drive success for motor carriers rather than introducing unnecessary roadblocks.
• Ingest specific service performance expectations implement strategies to proactively drive success.
• Build relationships with broker customers and influence broker facing products to provide confidence in the quality of carriers within the Convoy Platform carrier network.
• Partner with Data Science and Engineering to test strategies and launch impactful implementations.

You should have:

• Detailed project and/or program management experience leading silo of responsibility crucial to success of a larger organization.
• Strong proficiency in SQL and data analysis, with the ability to extract insights from complex datasets.
• Demonstrated ability to identify issues, analyze root causes, and implement effective solutions using both quantitative and qualitative methods. 
• Ability to work closely with Data Science teams to develop and maintain complex models.
• Experience implementing projects requiring significant Eng/DS involvement.
• Excellent communication skills with internal and external stakeholders enabling you to learn and develop lasting beneficial relationships.
• Experience with experimentation to drive proper selection of long term implementations.
• 8+ years of experience in Program or Product management roles.
• Led substantial, ongoing programs with demonstrable performance improvements over time.
• Directly partnered with Product and Engineering teams to drive projects from ideation through implementation and ongoing maintenance.
• Considerable experience working with diverse internal and external stakeholders to ingest expectations and drive engagement.
• Advanced proficiency in data analysis, with a particular emphasis on SQL for complex querying and reporting.
• Experience in the logistics or transportation industry, particularly in carrier relationships, is a plus, but not required.

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