Manager, Carrier Performance

The mission of the Manager, Carrier Performance & Delivery at  Cozey  

The Manager, Carrier Performance & Delivery, reporting to Terry Fisch, Vice-President, Fulfillment & Logistics Operations, will lead and manage Cozey's carrier performance and delivery execution across markets. 

This role takes strong ownership of the day-to-day performance of our delivery ecosystem, including carrier relationships, operational execution, and performance management. The Manager will play a key role in shaping and executing our delivery partner strategy, building scalable processes, and ensuring every shipment—from checkout to final delivery—reflects Cozey's commitment to excellence. 

The ideal candidate is data-driven, technology-forward, and thrives in environments where accountability, continuous improvement, and customer-centric thinking are paramount. 

What  you'll  be doing  

• Manage a multi-country courier network, ensuring the right partner mix to meet speed, reliability, cost, and coverage goals. 
• Own and maintain strong partnerships with carriers through SLAs, performance reviews, negotiations, and capacity planning. 
• Own outbound service KPIs and drive performance through dashboards, scorecards, and root-cause analysis. 
• Lead carrier and cross-functional initiatives to resolve systemic issues and improve delivery predictability and customer satisfaction. 
• Collaborate with carriers to design customer-centric delivery solutions, including value-added and white-glove services. 
• Own key cost drivers, partnering with Finance to forecast, model, and control shipping spend. 
• Leverage technology, automation, and data insights to optimize costs, improve tracking accuracy, and enhance visibility across the delivery network. 
• Contribute to and help execute a scalable logistics technology roadmap that supports reliability, reduces exceptions, and enables expansion into new markets. 

We'd  love to hear from you if you have  

• 6+ years of experience in logistics, transportation, carrier performance, or outbound delivery operations. 
• Experience operating in multi-country, multi-site, and multi-partner logistics environments. 
• Experience in high-volume e-commerce or courier-driven operations. 
• Strong technical aptitude with logistics systems, data tools, and API-driven integrations. 
• Proven ability to connect operational performance to customer experience outcomes. 
• A track record of driving carrier performance, accountability, and continuous improvement. 
• Excellent communication, stakeholder management, and vendor-management skills. 
• A deep understanding of carrier workflows, service metrics, and exception management. 

We care about you  

• A competitive salary and comprehensive benefits package. 
• Endless opportunities for personal and professional growth in a fast-growing start-up. 
• A generous PTO policy that allows you the time you need to recharge. 
• A role where your decisions and ownership directly influence operations and growth. 
• A welcoming, inclusive workspace where everyone is heard and valued. 

Please note that we may use AI-powered tools to support parts of our hiring process, such as application screening and interview coordination. These tools help us focus our time where it matters most: getting to know candidates. All hiring decisions are made by people, and we're committed to a fair and inclusive process.