Manager, Control Tower

As a member of the ShipBob Team, you will...  * Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.  * Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.  * Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.  Location: Remote - India Shift Timings : 7 pm- 4 am IST (US Hours) Role Description:  The Senior Transportation Specialist, Procurement is the rate and rules engine subject matter expert on ShipBob’s carrier procurement team. This role owns the translation of carrier contracts into actionable, auditable configurations — including accessorial rules, surcharge structures, and zip-zone logic across a multi-carrier final mile and parcel network.  While AI and automation tools assist with data parsing and volume analysis, this role requires the institutional knowledge, financial accountability, and domain depth that those tools cannot replicate. You will be the person who owns the output, upholds the methodology, and catches what automated systems miss — at a scale where errors carry direct financial consequences. This role reports to Director, Transportation Procurement. What you'll do:  Carrier Rate Configuration & Rules Management  * Translate executed carrier contracts into accurate system configurations, including base rates, accessorial schedules, fuel surcharge tables, dimensional weight factors, and zone-based pricing.  * Maintain and update carrier-specific surcharge logic (residential, delivery area, address correction, peak, etc.) ensuring alignment with contract terms and effective dates.  * Interpret and manage zip-zone assignment tables across carriers, identifying discrepancies, resolving conflicts, and validating zone mapping against contracted expectations.  * Serve as the subject matter expert for how carrier rules interact within the TMS and downstream billing systems.  Rate Delta Analysis & Contract Validation  * Execute structured delta analyses when carriers publish general rate increases (GRIs) or amend accessorial schedules, identifying material changes versus prior contract versions.  * Validate new rate cards against historical baselines and contract commitments, flagging unauthorized changes, out-of-scope surcharges, or deviations from negotiated terms.  * Build and maintain rate comparison models that translate raw tariff data into projected per-shipment and portfolio-level cost impacts.  * Produce clear, defensible summaries of rate change impact for Director review prior to contract execution or system updates.  Carrier Invoice Audit & Financial Integrity  * Audit carrier invoices for alignment with contracted rates, catching billing errors, unauthorized accessorial charges, and zip-zone misapplications before payment.  * Investigate and resolve billing discrepancies through carrier engagement, providing documented evidence trails for recovery or dispute escalation.  * Maintain audit controls and exception reporting to track invoice accuracy trends, recurring error patterns, and recovery outcomes over time.  * Partner with Finance and Accounts Payable to support accurate, timely carrier payments and month-end accruals.  Carrier Compliance & Operational Support  * Monitor carrier adherence to contracted service levels and rate terms, escalating systemic non-compliance to the Director of Transportation Procurement.  * Support carrier onboarding and integration activities, including rate loading validation, test shipment verification, and accessorial configuration QA.  * Assist with carrier business reviews by preparing rate performance data, billing accuracy summaries, and cost variance analysis.  * Collaborate with Transportation Systems team to ensure rate configurations are accurately reflected in routing and billing engines.  * Other duties/responsibilities as necessary.  What you'll bring to the table:  Required:  * 3–5 years of experience in transportation, carrier procurement, or logistics finance — with direct hands-on exposure to carrier rate structures, tariff interpretation, and invoice auditing.  * Demonstrated expertise in parcel and/or final mile carrier billing mechanics: base rates, accessorials, dimensional weight, fuel surcharges, zone matrices, and residential/DAS overlays.  * Experience performing rate delta analyses — comparing contract vintages, GRI impacts, and identifying billing discrepancies across high-volume shipment data.  * Proficiency in Excel for rate modeling, VLOOKUP/INDEX-MATCH logic, and data validation; comfortable building audit-ready reconciliation frameworks.  * Working knowledge of TMS, ERP, or carrier billing platforms; ability to validate that system configurations match contracted rate schedules.  * Strong analytical and financial acumen with the ability to translate complex tariff language into quantifiable cost impact.  * High attention to detail with a track record of accountability — you understand that errors in this domain are financial, not abstract.  * Excellent communication skills to collaborate across Procurement, Finance, Operations, and Technology teams.  Preferred:  * Familiarity with FedEx, UPS, USPS, and regional carrier (OnTrac, LaserShip/LSO, GSO) rate structures and surcharge schedules.  * Experience working within a 3PL, fulfillment platform, or high-volume e-commerce shipping environment.  * Exposure to carrier contract negotiations and ability to identify leverage points based on rate benchmarking and volume data.  * Experience with Databricks, SQL, or BI tools for carrier cost analysis and reporting.  Perks & Benefits:  * Medical, Term & Accidental Insurance  * All Purpose Leave (casual & sick time): 12 days  * Earned Leave: 15 days  * Public Holiday: 12 days  * Generous Maternity & Paternity Leave  * Quarterly Wellness Day  * Work From Home Allowance  * See Our High-Performing Culture >>> https://www.instagram.com/lifeatshipbob/Check us out on Instagram [https://www.instagram.com/lifeatshipbob/] (@lifeatshipbob)  #LI-VA1 We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.  About You:  Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.  Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/ [https://www.shipbob.com/careers/culture/]).  About Us:   ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.  At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers. We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human. ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses  [https://customers.twilio.com/]and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work [https://www.twilio.com/en-us/blog/open-work], and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as our next Technical Support Engineer 2 (Email Infra) - EMEA.   About the job This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. This role reports to a Manager, Technical Support and will be based in our India office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 12pm-9pm IST or 1pm-10pm IST.  This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).   Responsibilities In this role, you’ll: * Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. * Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). * Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. * Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. * Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!   *Required: * Overall 3+ years experience, with deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA) * Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions. * Good understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP. Bonus: Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Tenet would be a HUGE plus. * Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.  * High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. * Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience. * Excellent written and verbal communication skills. * Excellence in task prioritization and evaluation of situational urgency. Desired: * Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures. * Ability to influence and build effective working relationships with all levels of the organization. * Interest in utilizing customer feedback to identify and drive improvements in our products.   * Basic understanding of Curl command, Webhook. * Basic SQL knowledge to query data from snowflake Location This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)   Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.   What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.   Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic [https://www.twilio.com/company/values]. Additionally, we empower employees to build positive change in their communities [https://twilio.org/support-and-resources/impact-fund] by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. [https://www.twilio.com/company/jobs#open-positions]   Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic [https://www.twilio.com/company/values]. Additionally, we empower employees to build positive change in their communities [https://twilio.org/support-and-resources/impact-fund] by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. [https://www.twilio.com/company/jobs#open-positions] Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.