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About this role
Role overview An Agent Lead position within a fast-growing, tech-enabled time-critical logistics network, owning the day-to-day relationship with courier and agent partners across two U.S. regions. The role is a high-touch, depth-over-breadth counterpart to a centralized model, focused on spotting performance drift early and driving the right conversations before service problems emerge.
Responsibilities - Build and maintain relationships with agent partners across two regions, staying close enough to daily performance to know how each partner is actually doing. - Own agent scorecard management for quality, reliability, and coverage, applying the methodology provided by the Network Strategy & Operations Lead. - Track Partner Portal adoption as a leading indicator of partnership health and flag under-engaged partners early. - Lead recurring performance review conversations using scorecard data and case history, setting clear expectations for improvement. - Partner with Network Operations leadership and Procurement to decide next steps when an agent is not meeting standards after a fair review. - Coordinate with Network Solutions, Driver Trainers, and Network Quality & Compliance on cross-functional issues that touch agent partners in the assigned regions.
Requirements - 2+ years of experience in vendor/partner management, network operations, or account management, ideally in logistics, transportation, or a gig/contractor network. - Track record of leading direct performance conversations, including decisions to end a partnership when standards are not met. - Hands-on experience applying a partner or vendor scorecard process, comfortable working from analytics built by others. - Strong documentation habits and experience owning a case queue in Salesforce or a comparable CRM. - Clear, direct communication style and the autonomy to operate above a coordinator level while keeping regional stakeholders informed.
Benefits and work setup - Hourly pay range of $22-$26, plus health, dental, and vision plan options, open PTO, and a 401K with company match.