Manager, DTC Business

We need a Manager, DTC Business to own the shipping program behind our fast-growing direct-to-consumer business end to end. In this role, you will negotiate with carriers, decide how and when we buy labels, protect delivery promises, and drive the share of orders we deliver in two days or less, while partnering with Product to turn ideas into shipped improvements. This is a business-owner role, not a coordinator role. This is a full-time role based in the office in Lehi, Utah. What is a day in the life of a Manager, DTC Business? • Carrier management and negotiation • Manage relationships with national, regional, and last-mile carriers, including performance reviews, escalations, and capacity planning • Lead rate negotiations and contract renewals, building the case with volume forecasts, zone and service-level mix, and benchmark data • Evaluate and onboard new carriers and services Delivery speed and network strategy • Drive growth in the percentage of orders delivered in two days or less as new buildings come online, including decisions on inventory placement, injection points, cutoff times, and carrier-to-building assignment • Set and track delivery promise accuracy, on-time performance, transit time by lane, and cost per shipment • Optimize between speed and cost so the business can choose the right service level for each situation Label purchasing and shipping logic • Understand and impact the business rules for how and when we purchase labels, and which service is selected • Work hand-in-hand with Product to design, test, and ship improvements to rate shopping, service selection, and label timing that lower cost and/or improve quality • Partner with warehouse operations to keep warehouse and carrier timelines aligned (pickup windows, cutoffs, manifesting) so shipments are not missed Customer experience escalations • Serve as the escalation point for Customer Support on carrier and program performance • Find root causes, whether carrier, warehouse, or system, and close the loop with permanent fixes rather than one-off workarounds • Manage carrier claims and service-failure recovery Program, P&L, and metrics • Own the shipping P&L: forecasting, budgeting, variance analysis, and cost-reduction roadmaps • Utilize AI to deep dive processes and data, build and maintain scorecards for leadership (cost per package, delivery speed mix, on-time rate, claims rate, and customer contact rate), and build vibe coded solutions to test with Product before adding to roadmaps • Report regularly to senior leadership with clear recommendations, not just data What will I need to thrive in this role? • 4-8 years of experience in parcel logistics, carrier management, transportation, e-commerce fulfillment, or supply chain • Bachelor's degree in supply chain, business, engineering, or a related field, or equivalent experience • Hands-on experience with UPS, FedEx, USPS, and regional or last-mile carriers, including zones, surcharges, dimensional weight, accessorials, and how contracts are structured • Experience negotiating or directly supporting carrier agreements, with the ability to build a data-backed case • Comfort with how shipping systems work (label APIs, rate shopping, carrier integrations, and order flow) and the ability to talk to engineers and product managers in their language and help prioritize what to build • Strong SQL and Excel or Google Sheets skills; you build your own analyses and are comfortable owning a P&L • Ownership mindset: you take a problem from first symptom to permanent fix and communicate clearly with operations, support, finance, and executives What does high performance look like? • Lower cost per package as volume scales, with carrier contracts that reflect our growth • Steady growth in the share of orders delivered in two days or less as new buildings launch • Fewer missed shipments and fewer delivery-related customer contacts • Product improvements to label purchasing and shipping logic that you identified and helped deliver • You will take full ownership of your projects and follow through to completion What is my potential for career growth? • You will own a program of real scale with direct visibility to leadership. You will sit at the intersection of carriers, technology, and operations, with the room to make decisions and the support of strong partners in Product and Warehouse Operations. As the network grows, so does your scope. What does success look like in the first 30, 60, 90 days? • 30 Days: Learning & Discovery • Learn our carrier contracts, current rate structures, and the performance of each carrier and lane • Build relationships with carrier representatives and with partners in Product, Warehouse Operations, Customer Support, and Finance • Understand the current label purchasing and service-selection logic and the shipping P&L • 60 Days: Analysis & Initial Ownership • Take ownership of the carrier scorecards and regular leadership reporting • Identify the top opportunities to lower cost per package and grow the share of orders delivered in two days or less • Take on escalations from Customer Support and drive root causes to permanent fixes • 90 Days: Strategy & Execution • Present a data-backed carrier and network strategy, including a plan for upcoming contract renewals, to senior leadership • Partner with Product to define and prioritize at least one improvement to label purchasing or shipping logic • Own the shipping P&L forecast and cost-reduction roadmap What is the team like? • You will report to the VP, Supply Chain and work closely with partners in Product, Warehouse Operations, Customer Support, and Finance. This team is data driven and results oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members What is the hiring process? • Initial phone interview with Pattern's talent acquisition team • Video interview with a hiring manager • Onsite interview with a panel of department leaders • Professional reference checks • Executive review • Offer How can I stand out as an applicant? • Discuss professional accomplishments with specific data to quantify examples • Provide insights on how you can add value and be the best addition to the team • Focus on mentioning how you would be partner obsessed at Pattern • Share experience on any side projects related to data and analytics Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include: - Unlimited PTO - Paid Holidays - Onsite Fitness Center - Company Paid Life Insurance - Casual Dress Code - Competitive Pay - Health, Vision, and Dental Insurance - 401(k) match. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.