Carrier Performance Manager

Overview: The Carrier Performance Manager (CPM) is a critical senior individual contributor role responsible for owning ConData’s formal escalation framework across all customer segments. This role serves as the primary decision-maker when customer or carrier issues cannot be resolved at the Customer Success (CSM) or Customer Recovery (CRM) team level, and holds direct accountability for escalation outcomes, accounts payable collections, and the quality and consistency of ConData’s escalation processes. The CPM reports directly to the Chief Operations Officer and operates across the full customer base, activating when formal escalation thresholds are met.

Location: Oak Brook, IL Hybrid (3 days in office and 2 days remote)

Essential Responsibilities

• Own and manage ConData’s formal escalation framework - serving as the accountable decision-maker for all escalations that cannot be resolved at the CSM or CRM team level, ensuring issues are resolved promptly, fairly, and in accordance with defined Service Level Agreements.
• Establish, document, and continuously improve escalation protocols, hand-off criteria, and resolution standards across all customer segments, ensuring clarity for CSMs, CRM teams, and leadership.
• Act as the primary liaison between escalated customers or carriers and ConData’s senior leadership, mobilizing the right internal resources to drive resolution and restore relationship confidence.
• Hold direct accountability for accounts payable collections on overdue accounts — approving collection strategies, coordinating execution with CRM and CSM teams, and ensuring timely and professional resolution.
• Monitor escalation patterns and trends across the business, identifying root causes of recurring issues and working cross-functionally with CSM, CRM, Audit, and Parcel Operations to implement systemic fixes.
• Define and track escalation KPIs and metrics, reporting regularly to the COO on escalation volume, resolution times, root cause trends, and outcomes.

Required Skills

• Experience in working in a revenue collections environment, specifically adept in de-escalating high stress or resistant customers and clients, and working to coach others in those skills
• Proficient in MS Excel, including pivot tables and v-lookups, with the ability to connect data analysis to business outcomes.
• Proficient in MS PowerPoint – able to build cohesive, audience-appropriate presentations for various stakeholders.
• Familiarity with AI tools and a demonstrated willingness to adopt and promote emerging technologies within a team environment.

Required Qualifications

• 7+ years of experience in customer relationship management, account management, customer success, or a related field — with demonstrated experience managing complex escalations and high-stakes customer situations.
• Proven track record of owning escalation or dispute resolution processes, including direct accountability for outcomes and measurable improvement in resolution times and customer satisfaction.
• Experience managing accounts payable collections or overdue account resolution in a B2B environment.
• Exceptional interpersonal, communication, and negotiation skills — able to de-escalate tense situations, build confidence with frustrated customers or carriers, and drive resolution across all levels of an organization.

ConData Statement

ConData Global is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all employees and applicants for employment. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

ConData Global is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and hiring process. If you require assistance or accommodation to complete an application or participate in the interview process, please contact Human Resources.

This job posting is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time based on business needs.

Nothing in this job posting should be construed as creating an employment contract or guarantee of employment. Employment with ConData Global is at-will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Salary Range: $80,000 - $115,000 annually. Actual compensation will be determined based on factors including experience, skills, qualifications, and business needs.