Carrier Management Operations Manager (Final Mile)

We’re rethinking homes for how people really live, and we’re looking for a US Operations Manager to join our team to help shape the future of living — one thoughtful detail at a time. This is a high-impact role for a hands-on leader passionate about building scalable processes, driving operational excellence, and owning the end-to-end customer experience. You will be responsible for leading a core team and managing the performance of our critical 3PL and final-mile carrier partners to ensure we meet and exceed customer expectations. The core problems you will solve involve deep analysis of carrier data to build cost-saving models, leading strategic projects (like new carrier onboarding), and presenting high-level insights to senior leadership. If you are a strategic, data-obsessed problem-solver who excels at managing vendor relationships and can translate complex data into actionable cost-saving initiatives, we want to hear from you. This is a hybrid position requiring a minimum of three days per week in our downtown Winston-Salem, NC office. What you'll be doing: Design and implement a nationwide audit program across carriers and warehouse operations Establish and present a comprehensive view of network performance, identifying key gaps and opportunities Ensure consistent execution of audits, maintaining regular review cycles for active carriers and warehouses Define, track, and improve key performance metrics including customer satisfaction (DSAT), exception rates, damage rates, and transit times Drive continuous performance improvements across the network, achieving high service standards and operational excellence What you need to succeed: 3–5 years of progressive experience in logistics, transportation, or supply chain, with proven experience leading and developing teams Advanced proficiency in Microsoft Excel, with hands-on experience using TMS, WMS, ERP systems, and BI tools Strong communication and presentation skills, with the ability to translate complex data into clear insights for senior stakeholders Excellent project management and organizational skills, with the ability to manage multiple initiatives and proactively mitigate risks You’ll thrive here if you also have: Experience in furniture, manufacturing, logistics, or final-mile delivery of bulky goods Background in a fast-paced, direct-to-consumer e-commerce logistics environment Proficiency in data visualization and dashboarding using BI tools and SQL Training or certification in continuous improvement methodologies (e.g., Lean Six Sigma) Experience negotiating contracts and rates with carriers and 3PL partners Built for Real Life, Designed for What’s Next At Castlery, we’ve spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change. Now, we’re focused on what’s next: scaling with care, crafting better experiences, and growing a team that’s as intentional as our design philosophy. If you believe that good homes create good lives, come build with us.