Sr. Manager, Carrier Relations

Riverstone Logistics•Charlotte, NC

6d•Hybrid

About The Position

The Director of Carrier Relations is responsible for the performance, quality, and long-term optimization of the carrier network following onboarding and activation. This role supports operations and compliance departments with the full lifecycle of carrier management post-go-live, including contract governance, performance management, and strategic development of carrier partnerships. This position is not responsible for carrier recruiting or initial sourcing. Instead, it ensures that once carriers are onboarded, they operate at the required contract standards of service, cost, and customer experience while supporting scalable network growth. This role ensures that the carrier network is not just sufficient—but high-performing, cost-effective, and scalable. By separating recruiting from performance ownership, the Director of Carrier Relations enables both speed in building the network and discipline in managing it. Works to Improve the Industry by leveling up our overall Carrier Network.

Requirements

8–12+ years in logistics, final mile, carrier management, or supply chain operations
Proven experience managing third-party carrier networks at scale
Strong commercial acumen with experience in contract negotiation and rate management
Demonstrated ability to drive performance improvement and operational discipline
Excellent cross-functional leadership and stakeholder management skills
Balances relationship management with performance accountability
Data-driven and operationally rigorous
Comfortable making tough decisions (e.g., carrier exits) to protect service quality
Focused on long-term network health, not short-term coverage

Responsibilities

Support operations with carrier performance across key client metrics, for example on-time delivery, installation quality, claims, and customer satisfaction
Establish and manage Risk scorecards
Drive accountability and contract compliance across the network while supporting Risk and Operations.
Support Risk Management with carrier contracts, rates and compliance post-onboarding
Ensure compliance with contractual obligations, insurance requirements, and operational standards at all times.
Support carrier contract compliance to determine growth, retention, or exit decisions with Operations.
Develop strategic partnerships with high-performing carriers to expand capacity and capabilities in connection with Carrier Capacity Team.
Identify network gaps in collaboration with Carrier Capacity and inform future recruiting priorities
Partner closely with Carrier Capacity and Operations to ensure smooth handoff of newly onboarded carriers as needed, i.e. start-ups, acquisitions, as example.
Collaborate with Operations, Risk, Finance, and Customer teams to align on service expectations and outcomes as needed on Carrier escalations.
Act as the escalation point for carrier-related issues impacting service or customers where Operations or Risk are not able to bring to resolution.
Establish and enforce standards for carrier management, communication, and engagement thru operational training.
Maintain centralized visibility into carrier performance, risks, and network health
Drive consistency and discipline in how carriers are managed across all markets, drive relationship culture in all operations.