EFM - Manager, Network Solutions

Estes Final Mile, a wholly owned subsidiary of Estes Express Lines, was launched in 2016 to address the growing demand for final mile delivery of consumer and retail goods to residences and businesses across the US. At Estes Final Mile, our focus is on providing a world class customer delivery experience through the use of our technology enabled delivery network, resulting in industry leading service unmatched in the Industry.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program
• Salary Range: $90,000.00 to $130,000.00

The Manager, Network Solutions develops delivery solutions through EFM’s nationwide carrier network and serves as the operational lead for assigned customers, implementations, and service issues. Key responsibilities include coordinating customer solutions, expanding network capacity and coverage, developing carrier partners, and supporting customer retention and growth. An initial priority is launching a scalable nationwide White Glove product for Estes Final Mile. This role reports to the EFM Director of Operations and complements Sales and National Network Management responsibilities. 

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Serve as the customer-facing operational relationship and resolution lead for assigned customers, new implementations, strategic service needs, and accounts requiring focused service improvement. 
• Establish scheduled customer service reviews, post-implementation checkpoints, and site visits to understand operating requirements and constraints, identify service gaps, and uncover retention, growth, and service-expansion opportunities. 
• Lead the investigation and resolution of recurring, systemic, or strategically significant service concerns involving EFM's delivery network or carrier partners, while coordinating routine shipment-level exceptions through Customer Experience and Operations. 
• Coordinate National Network Management, Operations, Customer Experience, Implementation, Sales, and carrier partners to identify root causes, assign corrective actions and completion dates, maintain customer communication, escalate unresolved matters, and verify sustainable improvement. 
• Translate customer feedback, exception trends, and service data into practical network, capacity, process, training, equipment, technology, communication, and carrier-development solutions; partner with Sales and Operations to address retention risks, new-business requirements, and service-expansion needs. 
• Identify geographic, capacity, service, and capability gaps within EFM's network; develop sourcing strategies; and maintain a pipeline of qualified carrier partners in existing and emerging markets, including the nationwide coverage needed for scalable White Glove services. 
• Recruit, evaluate, qualify, and develop carrier partners across the United States based on operational capabilities, geographic coverage, equipment, staffing, financial stability, technology, safety, service quality, and customer and White Glove requirements; conduct partner site visits, operational assessments, and ride-alongs as needed. 
• Lead commercial discussions with prospective and developing carrier partners, including Schedule B implementation and rate negotiations within approved parameters. 
• Develop partner readiness or improvement plans and coordinate with National Network Management and Operations for onboarding, implementation, and early-stage launch stabilization, ensuring required training, technology, equipment, and service standards are satisfied before activation. 
• Build and maintain direct working relationships with carrier ownership groups, terminal managers, and operational leadership to support service resolution, capability development, customer implementations, and network expansion. 
• Lead, with the Executive Team and cross-functional leaders, the design, documentation, implementation, and launch of the nationwide White Glove product, including the operating model, service standards, partner requirements, coverage plan, implementation roadmap, and launch-readiness criteria; monitor industry capacity, carrier economics, competitive conditions, and transportation cost trends, and recommend network-expansion opportunities. 
• Maintain reporting on customer reviews, solution initiatives, open actions, coverage gaps, prospective partners, network-development activity, and White Glove milestones, partner readiness, coverage, and launch status; and support EFM's Core Values and safety expectations. 
• Comply with company C-TPAT and TSA security procedures. 
• Perform other duties as assigned. 

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Ability to establish credibility and communicate effectively with customer leaders, carrier partners, executive leadership, and cross-functional teams. 
• Strong customer relationship management, service-review facilitation, consultative problem-solving, negotiation, conflict-resolution, and de-escalation skills. 
• Ability to analyze service data, customer feedback, exception trends, and information from multiple sources; identify root causes and alternatives; and translate findings into practical operational, network, capacity, process, and carrier-partner solutions. 
• Ability to lead multi-party action plans, assign accountability, manage change and competing priorities, communicate progress, and drive work through closure without direct authority. 
• Demonstrated program-development, project-management, and launch leadership, including coordination of internal departments and external partners. 
• Ability to read and interpret complex business and technical documents, contracts, rate schedules, operating requirements, and service data, and to prepare and present reports, recommendations, action plans, performance results, and business correspondence. 
• Knowledge of transportation, final-mile and White Glove operations, dock operations, quality freight handling, carrier economics, and nationwide network planning. 
• Intermediate proficiency in Microsoft Office, web-based, analytics, and job-specific software; ability to build collaborative relationships, adapt communication style, and maintain stable performance under pressure. 
• Ability to influence and coordinate internal teams, customers, and external carrier partners.  
• Ability to read and interpret complex business and/or technical documents.  
• Ability to write comprehensive reports and detailed business correspondence.   
• Ability to work with managers or directors and communicate ambiguous concepts.   
• Ability to present to groups across the organization. 
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.   
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems. 
• Must be eligible to work in the United States. 
• At this time, EFM will not sponsor a new applicant for employment authorization for this position. 
• EFM prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check. 
• EFM offers an opportunity to grow and develop your career in an environment that supports continuous learning and values the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status. 

SUPERVISION

The position functions autonomously and has no direct reports.   

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) preferred and 5 years of experience in transportation, logistics, carrier management, customer-facing operations, final mile, or White Glove. Experience developing nationwide carrier networks; designing or launching White Glove or specialized final-mile programs; leading customer service resolution; and coordinating cross-functional operational solutions preferred.  However, a combination of experience and/or education will be taken into consideration.   

LICENSES/CERTIFICATIONS

None required.

TRAVEL

Periodic travel up to 40% required for customer and carrier site visits, service reviews, problem-solving engagements, implementations, and network development. 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking or stooping. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

EFM is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran