The Parcel Operations Manager is a hands-on operator responsible for executing and scaling BG Parcel Services program onboarding and ongoing program operations. This role owns the day-to-day work to move customers from “sold” to “live,” partnering with Sales on onboarding handoffs and participating in customer calls as needed to capture implementation requirements, drive readiness, and ensure a clean go-live. This role also owns weekly customer billing operations end-to-end, partnering with Finance and other internal teams to ensure accurate, timely invoicing and to resolve recurring billing issues. Success is measured by speed-to-live, operational accuracy, billing quality, and customer adoption.

KEY RESPONSIBILITIES:

ONBOARDING AND PROGRAM EXECUTION

• Own onboarding execution from kickoff to go-live, including intake of the Sales handoff, requirements capture, readiness validation, and go-live coordination.
• Partner with Sales on the transition from sales process to onboarding execution; participate in customer calls as needed to clarify workflows, data sources, and implementation constraints.
• Maintain onboarding trackers, status updates, risks, and next steps; drive follow-ups to keep work unblocked.
• Coordinate internal stakeholders (Sales, Finance, Implementation, IT/BA, Product/Analytics) to deliver a clean, repeatable onboarding experience.

INTEGRATION SCOPING AND IMPLEMENTATION DISCOVERY

• Translate Sales handoff details and/or customer working sessions into implementation requirements (files, mapping, credentials, configurations, reporting), and drive those requirements through internal teams to completion.
• Document requirements and scope for integrations and operational setup; escalate risks and gaps early.
• Support test/validation cycles for rating, labeling, and billing data flows; confirm go-live criteria are met.
• Coordinate with external tech partners to ensure requirements, file delivery, and billing readiness standards are met.

PRICING ANALYSIS AND CONTRACT SUPPORT

• Support pricing analysis and proposal buildouts (zones, services, DIM impacts, fuel, accessorials) using BG tools and templates.
• Assist with customer contract exhibits and operational requirements by translating contract language into executable onboarding tasks.
• Maintain and improve internal pricing and onboarding tools/templates to reduce cycle time and errors.

TRAINING, DEMOS, AND ENABLEMENT

• Deliver onboarding trainings and product/process demos for customer stakeholders and internal teams.
• Create and maintain enablement assets (SOPs, checklists, job aids) to reduce tribal knowledge and support scale.
• Support Sales execution with operational clarity on what is required to go live and what timelines are realistic.

BILLING OPERATIONS AND CUSTOMER INVOICING OWNERSHIP

• Own weekly customer billing operations end-to-end for BG Parcel Services, coordinating inputs, validation, issue resolution, and on-time delivery in partnership with Finance and other internal teams.
• Define, manage, and continuously improve billing readiness checks (file formats, GL coding requirements, data validation, discrepancy investigation, and documentation).
• Serve as the operational owner for recurring billing issues, driving root-cause fixes across teams and preventing repeat defects.
• Build repeatable SOPs, templates, and controls so billing and onboarding do not depend on tribal knowledge.

REPORTING AND CONTINUOUS IMPROVEMENT

• Track and report operational KPIs (days-to-live, onboarding backlog, billing issue cycle time, adoption milestones).
• Identify root causes of recurring issues and implement process improvements that reduce manual effort.
• Prepare periodic summaries for senior management on onboarding progress, operational performance, and key risks (not the primary focus of the role).
• Support program documentation and change management as BG Parcel Services evolves.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in business, supply chain, logistics, analytics, or related field (or equivalent experience).
• 5+ years of experience in small parcel operations, parcel technology/audit, 3PL parcel, carrier operations, or similar roles.
• Strong working knowledge of small parcel rating and invoicing concepts (zones, DIM, fuel, accessorials, earned discounts).
• Advanced Excel skills and comfort working with messy operational data; ability to summarize insights clearly.
• Proven ability to translate handoffs and customer conversations into clear requirements and action plans.
• Strong organization and follow-through; ability to manage multiple onboarding streams simultaneously.

PREFERRED QUALIFICATIONS

• Experience supporting parcel onboarding implementations, integrations, file mapping, or operational configuration.
• Familiarity with TMS / parcel audit platforms, rating engines, and shipping/label workflows.
• Experience with Salesforce, Power BI/Tableau, Power Query, or similar tools.
• Comfort working cross-functionally with IT, Finance, and Operations in a fast-moving environment.

CORE COMPETENCIES

• Hands-on execution and ownership mindset (doer).
• Customer-facing communication and stakeholder management.
• Analytical thinking with practical problem solving.
• Process discipline and continuous improvement.
• Ability to own outcomes through influence (cross-functional execution with Sales, Finance, IT/BA, and Implementation).

WORK ENVIRONMENT

• This role is primarily remote and requires frequent collaboration across time zones. Occasional travel may be required for team meetings, customer onboarding support, or program initiatives.