Agent Lead

About the role

The organization operates in the tech-enabled freight forwarding industry, focusing on delivering critical packages worldwide. It addresses challenges in time-sensitive logistics by leveraging AI and machine learning to coordinate shipments across a global network of drivers and airlines. The company delivers mission-critical items such as transplant organs, machinery parts, and sensitive components like semiconductors. With headquarters in California and a European office, the organization has experienced rapid growth and serves an expanding global market.

The Agent Lead role is responsible for managing the agent partner relationships across two U.S. regions. This position ensures high performance and operational standards are maintained by onboarding new partners, monitoring ongoing performance, and driving improvement initiatives. The role plays a key part in sustaining service quality and supporting regional network health through close coordination with internal teams.

Responsibilities

• Own agent partner relationships in two U.S. regions, including onboarding and performance management
• Maintain and apply agent scorecards to track quality, reliability, and coverage
• Monitor Partner Portal adoption as an indicator of partnership engagement
• Identify and address performance issues early
• Lead performance review discussions and set expectations for improvement
• Collaborate with Directors and Procurement on next steps for underperforming partners
• Manage agent onboarding operations alongside Procurement
• Handle agent case management and escalation documentation via Salesforce
• Coordinate closely with Regional Network Managers and Network Strategy & Operations lead
• Partner with Procurement and leadership on contract and performance decisions
• Support strategic account work and new capability development related to agent partners

Requirements

• Experience managing partner or vendor relationships, preferably in logistics or related fields
• Strong operational and analytical skills, including data-driven performance management
• Ability to manage onboarding processes and system setups
• Proficiency with Salesforce or similar CRM tools
• Effective communication and collaboration skills across cross-functional teams