Overall Job SummaryThe Manager, Digital Carrier Management, oversees pre-shipped and post-shipped digital order processing and fulfillment within an omni channel retail environment. This role ensures seamless order capture, validation, tracking, and coordination, collaborating with cross functional partners like logistics, tech, supply chain, freight pay and customer support to deliver a frictionless customer experience. Inspired by best practices in digital retail operations and traditional carrier management roles.
Essential Duties and Responsibilities (Min 5%)- Manage digital order capture, validation, and fulfillment tracking across web, mobile, and marketplace channels.
- Ensure efficient transitions between order stages and timely delivery.
- Ensure SKUs have correct delivery programs and corresponding shipment information associated at the SKU and Category levels to enable Drop Ship Vendors,
- Distribution Center and Store partners to process orders correctly
- Collaborate with digital merchandising, supply chain, customer service, and fulfillment teams to synchronize product availability, dispatch timing, and communication flows.
- Monitor trends with carriers and shipped items to ensure customer satisfaction with On-Time deliveries and promise date expectations.
- Review cost components from carriers and from customers to ensure margins are met for all ecommerce orders
- Track and analyze order trends, fulfillment cycle times, and KPIs. Develop dashboards and reports to highlight key performance metrics and opportunities for process improvement.
- Work with tech and product partners to recommend enhancements to order management systems-such as OMS, ERP, or integration tools-to improve automation, accuracy, and scalability.
- Manage and mentor a team of order management analysts, specialists, and coordinators.
- Define SOPs, establish metrics and SLAs, and support auditing and compliance for digital order workflows.
- Drive metric improvements that improve customer satisfaction and revenue generation.
Required QualificationsExperience: 5+ years of experience in logistics/carrier management, digital operations, or e commerce logistics-ideally in a multi channel retail environment
Education: Bachelor's degree in Business, Supply Chain, Operations or related field from an accredited college or university. Any suitable combination of education and experience will be considered.
Professional Certifications:
Preferred knowledge, skills or abilities- Proven ability managing order processing systems and workflows; familiarity with OMS, SAP, TMS or similar platforms preferred.
- Strong analytical skills, with experience in SQL, dashboarding, & performance reporting.
- Excellent communication and interpersonal skills; adept at cross functional collaboration in fast paced settings.
- Detail-oriented, with a proactive mindset toward continuous process improvement and customer satisfaction.
Working Conditions- Normal office working conditions
Physical Requirements- Sitting
- Standing (not walking)
- Lifting up to 10 pounds
DisclaimerThis job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
