Cross Functional Operations Specialist

At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator.

Hundreds of the world’s top direct-to-consumer brands like Tommy John, Dolls Kill, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.

At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator. Hundreds of the world’s top direct-to-consumer brands like iHerb, Tommy John, Dolls Kill, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.
This role is on-site.
What Success Looks Like in This Role

In this role, success means going beyond day-to-day exception handling to improve operational efficiency.

You will:

• Identify operational issues without waiting for them to be assigned to you.

• Take ownership of problems from initial discovery through resolution.

• Investigate beyond surface-level symptoms to find root causes.

• Test solutions independently, then partner with leadership and cross-functional teams to refine and scale improvement solutions.

• Improve the operation proactively, not just maintain it.

• Use leadership as a thought partner to sharpen ideas and strengthen execution.
  

Exception & Mis-Sort Handling

FiC Support, Exception Handling & Returns Management

• Provide operational support to FiC-related exceptions, ensuring timely identification, triage, and resolution of shipments requiring manual override or intervention.

• Manage undeliverable and un-processable returns back to individual shippers, ensuring accurate disposition, routing, and recovery with minimal delay.

• Own and drive resolution of shipment exceptions from identification through root cause, including mis-sorts, invalid routing, incomplete shipment data, damaged parcels, failed processing events, and return-related breakdowns.

• Investigate beyond the immediate issue to uncover upstream drivers and recommend corrective actions that reduce repeat failures and manual touchpoints.

Exception & Mis-Sort Resolution

• Actively identify issues on the floor, not just those assigned through systems or escalations.

• Identify, isolate, and resolve shipment mis-sorts across all delivery network lanes, carriers, service levels, and destination paths.

• Correct routing and processing errors quickly and ensure shipments are re-injected into the workflow with minimal delay.

• Test and implement solutions that reduce recurring exceptions, improve recovery speed, and prevent service disruption.

• Partner cross-functionally after validating initial findings and hypotheses, using data and observations to drive action.

Automation Rejects & Troubleshooting

• Monitor, prioritize, and process automation rejects including label read failures, dimension/weight mismatches, barcode scan issues, and data validation errors.

• Perform first-level troubleshooting on sortation, scanning, and routing automation to restore flow, reducing downstream impact.

• Identify recurring reject patterns, investigate likely root causes, and recommend process, tooling, or system improvements that improve reliability.

• Partner with Engineering, IT, and Operations teams to resolve persistent failures once initial troubleshooting and issue framing are complete.

Origin Processing Center Bottleneck Removal

• Proactively identify and remove daily production bottlenecks within the OPC that delay sortation, exception resolution, returns processing, or outbound movement.

• Monitor workflow constraints, queue build-up, and manual touchpoints, implementing immediate countermeasures to protect throughput rates and service commitments.

• Identify unassigned work such as staged parcels, backlog areas, unprocessed returns, and unresolved exceptions, and take initiative to resolve workflow.

• Drive improvements that will reduce dwell time, eliminate friction in processing, and improve end-to-end operational flow.

Quality Assurance & Operational Compliance

• Conduct hands-on QA reviews across inbound, sortation, exception handling, FiC support, and outbound processes to identify breakdowns and improvement opportunities.

• Validate label accuracy, shipment data integrity, customs documentation, routing logic, and return disposition accuracy.

• Use review findings, floor observations, and exception trends to support continuous improvement initiatives and stronger operational performance.

• Communicate risks, recurring patterns, and process improvement opportunities clearly to Operations leadership and cross-functional partners.

Routing, Data Accuracy & Process Optimization

• Validate carrier and service routing rules, identifying incorrect logic, configuration gaps, or data defects that may impact processing or delivery.

• Identify address, customs, and shipment data issues that could lead to rejects, returns, clearance delays, or service interruptions.

• Assist with SOP creation, updates, and training focused on exception reduction, FiC support, and returns management.

• Maintain accurate logs, performance metrics, and reporting related to exceptions, rejects, returns, bottlenecks, and QA findings.

• Recommend workflow, tooling, and automation improvements that reduce manual touchpoints, improve recovery speed, and enhance processing center productivity.
  

• You are naturally curious and ask “why” before taking action.

• You are comfortable working independently in a fast-paced operations environment.

• You notice issues that others walk past and take initiative to address them.

• You start solving problems before escalating them.

• You bring solutions and informed hypotheses, not just issues.

• You seek feedback to sharpen your thinking, not to be told what to do.

• You are observant, practical, and energized by improving things around you.

• You treat the operation like it is yours and take pride in leaving it better than you found it daily.

This role is best suited for someone who is:

• An independent executor who can move issues forward without constant direction.

• A collaborative thinker who uses leadership as a sounding board.

• A strong floor operator who connects daily breakdowns to upstream process or systems issues.

• Motivated by making the operation better every day, not just getting through the shift.

• Bilingual in English and Spanish, with the ability to communicate clearly and professionally in both verbal and written settings.

• Ability to investigate problems, identify patterns, and drive resolution with limited oversight.

• Comfortable working cross-functionally with Operations, Engineering, IT, and support teams.

• Strong attention to detail with the ability to balance urgent execution and root cause thinking.

• Ability to work on the floor in a hands-on operational role.