Carrier Performance Manager
Space Visual · United Arab Emirates
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Our teams work across Supply Chain, Procurement, Logistics, Operations, Finance, Customer Experience, Technology, and external transportation partners to ensure consistent delivery performance and continuous operational improvement.The RoleWe are seeking an experienced Carrier Performance Manager to lead the measurement, management, and improvement of transportation carrier performance across regional and international logistics operations.The ideal candidate will establish carrier-performance standards, monitor service levels, analyze operational data, manage performance reviews, resolve recurring issues, and develop improvement plans that strengthen reliability, cost efficiency, capacity, and customer service.Key ResponsibilitiesDevelop and implement carrier performance-management strategies aligned with transportation and supply-chain objectives.Establish carrier service standards, KPIs, SLAs, scorecards, and performance targets.Monitor carrier performance across pickup, transit, delivery, capacity, communication, documentation, and exception management.Track on-time pickup, on-time delivery, OTIF, transit-time compliance, tender acceptance, and shipment reliability.Analyze carrier performance trends and identify recurring service failures and operational risks.Conduct regular carrier business reviews and performance meetings.Prepare carrier scorecards, dashboards, reports, and executive performance summaries.Identify root causes of late deliveries, missed pickups, capacity shortages, damages, claims, and other service failures.Develop corrective and preventive action plans with underperforming carriers.Establish performance-improvement programs and track agreed actions through closure.Collaborate with Procurement and Strategic Sourcing on carrier evaluations, tenders, negotiations, and contract decisions.Support carrier selection and onboarding by defining operational requirements and performance expectations.Monitor carrier compliance with contractual SLAs, pricing agreements, operating procedures, and service standards.Evaluate carrier capacity, network coverage, equipment availability, and operational resilience.Monitor carrier response times and communication quality during normal operations and disruptions.Coordinate with carriers to resolve shipment exceptions, delays, missed collections, and delivery failures.Work closely with Transportation Planning, Freight Planning, Distribution, Warehousing, Customer Service, and Operations teams.Analyze transportation data to identify opportunities for route, lane, mode, and carrier optimization.Compare carrier performance across lanes, regions, facilities, service types, and customer segments.Monitor freight damage, loss, claims, shortages, and proof-of-delivery issues.Review carrier invoices and operational records to identify service-related billing discrepancies.Support freight-cost analysis and assess the relationship between carrier cost and service performance.Monitor carrier adherence to safety, regulatory, security, and operational requirements.Ensure carriers maintain appropriate licenses, certifications, insurance, and compliance documentation where applicable.Monitor carrier performance during peak seasons, product launches, capacity constraints, and major disruptions.Develop contingency plans and alternative-carrier strategies for critical lanes and high-risk operations.Manage carrier escalation processes for critical service failures and recurring performance issues.Maintain accurate carrier profiles, contracts, scorecards, performance history, and corrective-action records.Use TMS, transportation analytics platforms, ERP systems, GPS tracking, and reporting tools to improve performance visibility.Develop automated dashboards and reporting where appropriate.Establish performance thresholds and escalation triggers for critical service metrics.Support carrier audits, operational reviews, and compliance assessments.Identify opportunities for carrier collaboration, process standardization, technology adoption, and service innovation.Provide data-driven recommendations to leadership regarding carrier retention, development, replacement, or network changes.Lead continuous-improvement initiatives that improve service reliability while controlling transportation costs.Key Performance IndicatorsOn-time pickup rateOn-time delivery rateOTIF performanceTransit-time complianceTender acceptance rateCarrier service-level complianceCarrier capacity fulfillmentShipment exception rateLate shipment rateMissed pickup rateFailed delivery rateFreight damage and loss rateClaims frequency and valueProof-of-delivery accuracyCarrier response timeCorrective-action closure rateRepeat service-failure rateCarrier scorecard performanceCarrier audit complianceContract and SLA complianceTransportation cost per shipmentFreight cost varianceExpedited freight utilizationCarrier utilizationLane coverage and capacity reliabilityInvoice accuracyCustomer complaints related to transportationPeak-season performanceDisruption response timeCarrier improvement savingsStakeholder satisfactionIdeal CandidateThe successful candidate should have strong experience in carrier management, transportation operations, logistics, freight management, supply chain, or third-party logistics, preferably within a complex regional or international environment.The candidate should demonstrate:Strong understanding of transportation and carrier-performance management.Experience managing road, air, ocean, rail, parcel, or multimodal transportation providers.Strong knowledge of carrier KPIs, SLAs, scorecards, and performance-management methodologies.Excellent analytical and data-interpretation skills.Experience conducting carrier business reviews and performance improvement programs.Strong understanding of transportation costs, capacity, service levels, and operational trade-offs.Experience working with TMS, ERP, transportation analytics, GPS, or logistics-management platforms.Strong root-cause analysis and problem-solving capabilities.Excellent negotiation, communication, and stakeholder-management skills.Ability to manage escalations and resolve complex carrier-performance issues.Strong project-management and continuous-improvement capabilities.High attention to detail and strong documentation discipline.Ability to work effectively with Procurement, Operations, Finance, Customer Service, Warehousing, and external logistics partners.Strong understanding of transportation safety, compliance, and risk-management requirements.Ability to work with large datasets and translate operational information into actionable recommendations.Strong written and verbal communication skills in English.Experience working with international and distributed teams is highly desirable.