Carrier Ops Associate

At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.

As a Carrier Ops Associate, you’ll support internal operations by coordinating cross-functional projects, managing shipment and vendor issues, and helping implement automation and AI tools that improve team workflows. In this role, you’ll work closely with internal stakeholders to streamline processes, resolve operational challenges, and drive initiatives that make the team more efficient and scalable.

What you'll do:

Automation & AI Enablement

• Partner with Ops teams functions to understand day-to-day workflows and identify opportunities for improvement and automation
• Assist in testing and implementing automation and AI tools (e.g., Parabola, Appscripts, GPT/LLMs) to streamline repetitive tasks and support decision-making
• Experiment with AI tools (e.g., ChatGPT, copilots) to draft communications, summarize information, and support internal workflows
• Support small-scale AI/automation pilots and iterate based on feedback
• Track and report on progress, including time savings, efficiency gains, and impact of automation/AI initiatives

Shipment & Vendor Management

• Proactively identify potential shipment delays and operational issues
• Communicate promptly with internal teams regarding operational issues, shipments, and flight delays
• Maintain accurate records of shipments and related activity, including tracking numbers, delivery confirmations, and incident reports
• Serve as the point of contact for vendor and carrier inquiries
• Review and submit required documentation to delivery partner carriers
• Investigate parcel and vendor concerns through multiple channels
• Enter key performance indicator (KPI) data accurately and on time for multiple vendors
• Review data for deficiencies or errors and correct inaccurate information
• Run reports and troubleshoot issues as needed

Operations & Project Support

• Support the execution of internal operations projects by coordinating tasks, tracking progress, and following up on deliverables
• Help manage timelines and communicate updates across stakeholders
• Provide feedback, identify pain points in existing processes, and gather information to support internal systems and projects

Documentation & Communication

• Create and maintain SOPs, checklists, and documentation, including guidance on how AI tools are used within processes
• Communicate effectively with Operations team members and leads
• Monitor emails daily and manage a daily task list to keep data updated throughout the day

Work Requirements

• Ability to quickly learn new systems and use them effectively
• Work a fixed schedule and remain responsive during set hours

What we're looking for:

• You're a detail-oriented problem-solver who thrives in fast-paced, logistics-driven environments. You're comfortable juggling multiple priorities, tracking shipments one moment, troubleshooting a vendor issue the next, and testing out a new automation tool after that.
• You have strong organizational skills and can manage a daily task list without letting things fall through the cracks
• You communicate clearly and proactively, whether you're flagging a shipment delay to internal teams or updating a carrier on documentation
• You're naturally curious about new systems and tools, and you pick them up quickly
• You enjoy digging into data, spotting errors, correcting inconsistencies, and making sure KPIs are accurate and on time
• You're excited by automation and AI, and you like exploring how tools like Parabola, App Scripts, or GPT-based assistants can make processes faster and smarter
• You're a clear, organized communicator who can document a process into an SOP just as easily as you can explain an update to a stakeholder
• You're reliable and self-motivated; you can work independently on a fixed schedule while staying responsive to your team
• You take initiative: when you spot a pain point in a workflow, you speak up and help fix it rather than just working around it
• Schedule options include Monday–Friday, 9 AM–5 PM (Eastern) or 12 PM to 8 PM (Eastern)