Sr. Manager, Carrier Relations

Company Overview Riverstone Logistics (RLX) is a big and bulky supply chain powerhouse delivering seamless final mile, middle mile, warehousing, fulfillment, and storage solutions through a nationally integrated platform.Founded in 2017 by five partners who believed logistics could be built around something bigger than moving freight, we began with furniture delivery and grew into a nationwide provider serving complex supply chains across the United States.We are a purpose-driven company. We exist to use our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry. That purpose shapes how we lead our teams, how we partner with our customers, and how we take ownership of every delivery.Our people, who we call Extra Milers, bring genuine integrity and care to every mile. If you lead well, communicate with clarity, and want your work to mean something, we want to meet you. If you're looking for a place where people genuinely matter, you've found it.Position Summary The Sr. Manager, 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.Key Responsibilities:Carrier Performance & Quality ManagementSupport operations with carrier performance across key client metrics, for example on-time delivery, installation quality, claims, and customer satisfactionEstablish and manage Risk scorecardsDrive accountability and contract compliance across the network while supporting Risk and Operations.Contract & Commercial ManagementSupport Risk Management with carrier contracts, rates and compliance post-onboardingEnsure compliance with contractual obligations, insurance requirements, and operational standards at all times.Carrier Network OptimizationSupport 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 prioritiesCross-Functional AlignmentPartner 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.Governance & Process OwnershipEstablish and enforce standards for carrier management, communication, and engagement thru operational training.Maintain centralized visibility into carrier performance, risks, and network healthDrive consistency and discipline in how carriers are managed across all markets, drive relationship culture in all operations.Scope & Ownership Boundaries:Partners with: Carrier Capacity on onboarding handoff and network needsDoes not own: Carrier recruiting, sourcing, or initial onboardingKey Success Metrics:Carrier performance (on-time %, install completion rates, claims, NPS)Cost stability and adherence to rate structuresCarrier retention and development of top-tier partnersReduction in service failures and escalations on high risk carriers.Network quality and consistency across marketsQualifications:812+ years in logistics, final mile, carrier management, or supply chain operationsProven experience managing third-party carrier networks at scaleStrong commercial acumen with experience in contract negotiation and rate managementDemonstrated ability to drive performance improvement and operational disciplineExcellent cross-functional leadership and stakeholder management skillsLeadership Profile:Balances relationship management with performance accountabilityData-driven and operationally rigorousComfortable making tough decisions (e.g., carrier exits) to protect service qualityFocused on long-term network health, not short-term coverageSummary: This role ensures that the carrier network is not just sufficientbut 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.Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to remain stationary for long periods of time and to communicate effectively with coworkers and outside stakeholders in person, on the telephone and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects. This position may require extended work hours and travel.NoteThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.Riverstone Logistics is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability. Riverstone Logistics also complies with the Immigration Reform & Control Act and E-Verify, so we ask that you bring the appropriate documents to confirm your authorization to work in the United States with you upon request. Department: Risk Management Location: Charlotte, NC