EFM - Manager, Network Solutions

The Manager, Network Solutions develops delivery solutions through EFM’s nationwide carrier network and serves as the operational lead for assigned customers, implementations, and service issues. Key responsibilities include coordinating customer solutions, expanding network capacity and coverage, developing carrier partners, and supporting customer retention and growth. An initial priority is launching a scalable nationwide White Glove product for Estes Final Mile. This role reports to the EFM Director of Operations and complements Sales and National Network Management responsibilities.

To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Serve as the customer-facing operational relationship and resolution lead for assigned customers, new implementations, strategic service needs, and accounts requiring focused service improvement.
• Establish scheduled customer service reviews, post-implementation checkpoints, and site visits to understand operating requirements and constraints, identify service gaps, and uncover retention, growth, and service-expansion opportunities.
• Lead the investigation and resolution of recurring, systemic, or strategically significant service concerns involving EFM’s delivery network or carrier partners, while coordinating routine shipment-level exceptions through Customer Experience and Operations.
• Coordinate National Network Management, Operations, Customer Experience, Implementation, Sales, and carrier partners to identify root causes, assign corrective actions and completion dates, maintain customer communication, escalate unresolved matters, and verify sustainable improvement.
• Translate customer feedback, exception trends, and service data into practical network, capacity, process, training, equipment, technology, communication, and carrier-development solutions; partner with Sales and Operations to address retention risks, new-business requirements, and service-expansion needs.
• Identify geographic, capacity, service, and capability gaps within EFM’s network; develop sourcing strategies; and maintain a pipeline of qualified carrier partners in existing and emerging markets, including the nationwide coverage needed for scalable White Glove services.
• Recruit, evaluate, qualify, and develop carrier partners across the United States based on operational capabilities, geographic coverage, equipment, staffing, financial stability, technology, safety, service quality, and customer and White Glove requirements; conduct partner site visits, operational assessments, and ride-alongs as needed.
• Lead commercial discussions with prospective and developing carrier partners, including Schedule B implementation and rate negotiations within approved parameters.
• Develop partner readiness or improvement plans and coordinate with National Network Management and Operations for onboarding, implementation, and early-stage launch stabilization, ensuring required training, technology, equipment, and service standards are satisfied before activation.
• Build and maintain direct working relationships with carrier ownership groups, terminal managers, and operational leadership to support service resolution, capability development, customer implementations, and network expansion.
• Lead, with the Executive Team and cross-functional leaders, the design, documentation, implementation, and launch of the nationwide White Glove product, including the operating model, service standards, partner requirements, coverage plan, implementation roadmap, and launch-readiness criteria; monitor industry capacity, carrier economics, competitive conditions, and transportation cost trends, and recommend network-expansion opportunities.
• Maintain reporting on customer reviews, solution initiatives, open actions, coverage gaps, prospective partners, network-development activity, and White Glove milestones, partner readiness, coverage, and launch status; and support EFM’s Core Values and safety expectations.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

• Ability to establish credibility and communicate effectively with customer leaders, carrier partners, executive leadership, and cross-functional teams.
• Strong customer relationship management, service-review facilitation, consultative problem-solving, negotiation, conflict-resolution, and de-escalation skills.
• Ability to analyze service data, customer feedback, exception trends, and information from multiple sources; identify root causes and alternatives; and translate findings into practical operational, network, capacity, process, and carrier-partner solutions.
• Ability to lead multi-party action plans, assign accountability, manage change and competing priorities, communicate progress, and drive work through closure without direct authority.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program
• Salary Range: $90,000.00 to $130,000.00

Estes Final Mile, a wholly owned subsidiary of Estes Express Lines, was launched in 2016 to address the growing demand for final mile delivery of consumer and retail goods to residences and businesses across the US. At Estes Final Mile, our focus is on providing a world class customer delivery experience through the use of our technology enabled delivery network, resulting in industry leading service unmatched in the Industry.