Sr. Manager, Carrier Relations

Company Overview

Riverstone Logistics (RLX) is a big and bulky supply chain powerhouse delivering seamless final mile, middle mile, warehousing, fulfillment, and storage solutions through a nationally integrated platform.

Founded in 2017 by five partners who believed logistics could be built around something bigger than moving freight, we began with furniture delivery and grew into a nationwide provider serving complex supply chains across the United States.

We are a purpose-driven company. We exist to use our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry. That purpose shapes how we lead our teams, how we partner with our customers, and how we take ownership of every delivery.

Our people, who we call Extra Milers, bring genuine integrity and care to every mile. If you lead well, communicate with clarity, and want your work to mean something, we want to meet you. If you're looking for a place where people genuinely matter, you've found it.

Position Summary

The Director of Carrier Relations is responsible for the performance, quality, and long-term optimization of the carrier network following onboarding and activation. This role supports operations and compliance departments with the full lifecycle of carrier management post-go-live, including contract governance, performance management, and strategic development of carrier partnerships.

This position is not responsible for carrier recruiting or initial sourcing. Instead, it ensures that once carriers are onboarded, they operate at the required contract standards of service, cost, and customer experience while supporting scalable network growth.

Key Responsibilities:

Carrier Performance & Quality Management

• Support operations with carrier performance across key client metrics, for example on-time delivery, installation quality, claims, and customer satisfaction

• Establish and manage Risk scorecards

• Drive accountability and contract compliance across the network while supporting Risk and Operations.

Contract & Commercial Management

• Support Risk Management with carrier contracts, rates and compliance post-onboarding

• Ensure compliance with contractual obligations, insurance requirements, and operational standards at all times.

Carrier Network Optimization

• Support carrier contract compliance to determine growth, retention, or exit decisions with Operations.

• Develop strategic partnerships with high-performing carriers to expand capacity and capabilities in connection with Carrier Capacity Team.

• Identify network gaps in collaboration with Carrier Capacity and inform future recruiting priorities

Cross-Functional Alignment

• Partner closely with Carrier Capacity and Operations to ensure smooth handoff of newly onboarded carriers as needed, i.e. start-ups, acquisitions, as example.

• Collaborate with Operations, Risk, Finance, and Customer teams to align on service expectations and outcomes as needed on Carrier escalations.

• Act as the escalation point for carrier-related issues impacting service or customers where Operations or Risk are not able to bring to resolution.

Governance & Process Ownership

• Establish and enforce standards for carrier management, communication, and engagement thru operational training.

• Maintain centralized visibility into carrier performance, risks, and network health

• Drive consistency and discipline in how carriers are managed across all markets, drive relationship culture in all operations.

Scope & Ownership Boundaries:

• Partners with: Carrier Capacity on onboarding handoff and network needs

• Does not own: Carrier recruiting, sourcing, or initial onboarding

Key Success Metrics:

• Carrier performance (on-time %, install completion rates, claims, NPS)

• Cost stability and adherence to rate structures

• Carrier retention and development of top-tier partners

• Reduction in service failures and escalations on high risk carriers.

• Network quality and consistency across markets

Qualifications:

• 8–12+ years in logistics, final mile, carrier management, or supply chain operations

• Proven experience managing third-party carrier networks at sc