Job Description

As the Manager of Carrier Operations, you will own the day-to-day execution and strategic evolution of our live operations and carrier support functions – overseeing everything from load booking and tracking to driver/broker communication, issue resolution, and on-time delivery. You will lead a large team of both full-time employees and BPO contractors, ensuring high performance, efficiency, and continuous improvement.

You will report to the Head of Operations and lead the live operations team, serving as the primary point of escalation for your team, especially in high-risk, sensitive situations involving brokers and carriers, ensuring fast resolution and effective communication. Additionally, you will drive proactive problem-solving and process improvements, in partner with operational and technology teams at CloudTrucks, to enhance operational efficiency and service quality.

What You’ll Do

• Oversee all live operations, ensuring loads are booked, tracked, and delivered on time, and when things don’t go according to plan, are handled efficiently and align to clear expected outcomes.

• Manage and develop a large team of operations and support agents, including both full time employees and BPO contractors, ensuring accountability and high performance.

• Act as the key escalation point for high-risk, sensitive broker and carrier situations, making critical decisions and maintaining strong external relationships.

• Identify and implement process improvements to enhance both the driver and broker experience, ensuring greater consistency and efficiency.

• Establish and enforce clear processes and KPIs, driving a structured and data-driven, metrics-based approach to operational execution and performance management.

• Leverage AI, automation, and structured processes, in partnership with Product & Engineering, to improve efficiency and and quality of operations and support.

What We’re Looking For

• 6+ years of experience in operations, customer support, logistics, marketplace, trucking or a similar field, with at least 3+ years leading teams.

• Proven experience managing large-scale operations teams, including offshore BPO contractors.

• Strong decision-making and crisis management skills, with experience handling high-risk and high-impact scenarios.

• Deep understanding of trucking operations, freight brokerage, or logistics is a strong plus.

• Ability to scale operations efficiently, using AI, automation, and structured processes.

• Data-driven mindset with a strong grasp of KPIs and operational metrics.

• Excellent written and verbal communication skills, with the ability to influence stakeholders and drive cross-functional initiatives.

About CloudTrucks

CloudTrucks is a virtual trucking carrier in the multi-billion dollar trucking space. Core to this industry are over 3.5M truck drivers. They move more than 70% of all goods transported around the U.S., yet operate in a highly fragmented industry with huge opportunities for products, services and automation . We strive to deliver solutions that help truck drivers operate with much greater efficiency, increase their revenue, and offload business complexity. We are looking for uniquely exceptional people to join us on our journey as we massively scale into an industry-defining business.

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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