Convoy is transforming the $800 billion trucking industry, where even 10 years ago, most truck drivers did not have smartphones and paper driver logs were common. In 2015, Convoy launched the digital freight movement with an open and fully connected marketplace for brands and manufacturers to work directly with freight carriers who move truckload shipments throughout the country. This ‘Digital Freight Network’ is powered by machine learning and automation, and supported by a broad, ever-growing set of features that benefit both sides of the marketplace.

We’ve been honored to work with some great companies, such as Unilever, The Home Depot, and Procter & Gamble. We’ve also been backed by world-class investors, including Google, YCombinator, Fidelity, Greylock, Generation IM, Lone Pine, T. Rowe Price, Baillie Gifford and the founders and CEOs of Amazon, Salesforce, eBay, LinkedIn, Expedia, Dropbox, Starbucks, and others. We are proud to have been named a CNBC Disruptor 50 Winner (3x), a Fast Company World Changing Idea, a LinkedIn Top Startup, a Forbes' Best Startup Employer, one of Fortune Magazine's 'Impact 20' list, a best place to work in Washington State, a BloombergNEF Pioneer winner, and more.

This is your opportunity to collaborate with an incredible group of people and help transform the freight industry. Join Convoy and help us transport the world with endless capacity and zero waste.

• Define and execute a strategy for scaling Convoy’s Customer Experience team – the largest team at Convoy.
• Partner with the VP of Customer Experience, Finance, and Recruiting to build and execute on long-term hiring plans that support Convoy’s rapid growth trajectory.
• Define and implement processes for long-term, short-term forecasting and intraday scheduling.
• Define and implement real-time labor management solutions to unlock flexible capacity. 
• Define and implement metrics that will drive the ultimate goal of delivering best-in-class customer service with the lowest cost-to-serve.
• Select and manage 3rd party software solutions for capacity planning
• Lead the BPO outsourcing and vendor management function
• Lead a team of program managers and analysts in their personal and professional development.
• Bring curiosity, positivity, and a passion for excellence.

We’re looking for someone who has:

• A Bachelor’s degree required, preferably in Industrial Engineering, Finance, or other quantitative field.  
• 10+ years experience in forecasting, staffing, and scheduling, preferably in a contact center environment
• Experience building and scaling teams from the ground up
• The ability to break down complex business problems into concrete analytical solutions
• Demonstrated history of improving BPO performance which drive cost efficiency. 
• Strong analytical skills – ability to create and analyze business information, define key business metrics, and build tools from scratch; proficiency in SQL and Excel is a requirement
• Exceptional communication skills; ability to empathize with stakeholder needs and drive alignment across multiple teams.
• Experience in operations and/or startup environment preferred

Benefits:

Employees' wellbeing is top of mind for the Convoy team. Outside of offering excellent medical, dental, and vision benefits, we also offer the following: 

• On demand mental and emotional health benefits through Lyra 
• On demand primary care through 98.6
• Generous paid time off
• Paid parental leave program 
• Fertility benefit solutions via Progyny
• Child-care and adult/elder-care options through Bright Horizons
• Opportunity to join and contribute to one of our Employee Resource Groups
• Ability to make a real world impact!

Convoy is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you!