Senior Manager, Carrier Performance

Compensation Data

Company Overview

For more than 70 years, TBC Corporation has been a leader in the mobility industry and one of North America’s largest marketers and distributors of automotive replacement tires through wholesale operations. Additionally, TBC responds to the needs of consumers in search of total car care at nearly 470 franchised tire and automotive service centers under the award-winning Big O Tires® brand. TBC is headquartered in Palm Beach Gardens, Florida.

With $5 billion in revenue and more than 3,000 employees in the U.S. and Mexico, TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers and with proprietary brands of tires specializing in passenger, commercial, farm and specialty tires. In 2005, TBC Corp. was purchased by Sumitomo Corporation of America (SCOA). SCOA is the largest subsidiary of Sumitomo Corporation, one of Japan’s major integrated trading and investment business enterprises. In 2018, Michelin, the largest tire manufacturer in Europe, invested in the company which is now a 50:50, privately held joint venture between Sumitomo and Michelin.

Our values are the foundation of our work, how we interact with each other, and the strategies we employ to fulfill our purpose. These are the practices we use every day – in everything we do:

• Integrity - We act honestly because nothing is more important than our reputation.

• Teamwork - We are better together.
• People-Focused - We put people first – our Associates, customers, franchisees, and partners – and cultivate a respectful, collaborative, and inclusive culture, top to bottom, inside and out.
• Accountability - We own our actions and decisions; we do what we say we are going to do.
• Leave Everything Better - We innovate to improve everything we touch, and we take actions now to protect the future.          

Description

The Senior Manager, Carrier Performance is responsible for developing, monitoring, and improving transportation carrier performance across the company's nationwide distribution network of 103 distribution centers. This role serves as the primary owner of carrier operational excellence, transportation claims management, proof of delivery (POD) compliance, and carrier performance measurement across all transportation modes, including dedicated carriers, common carriers, parcel providers, courier services, and the company's private fleet.

The position partners closely with Transportation Operations, Distribution Center Leadership, Customer Service, Procurement, Finance, Fleet Operations, and external carrier partners to ensure service excellence, cost efficiency, network reliability, and continuous improvement. The Senior Manager will establish performance standards, manage carrier scorecards, lead corrective action initiatives, and drive accountability to achieve superior customer service and transportation performance across a complex nationwide logistics network.

Responsibilities

This role is critical to ensuring transportation service excellence, carrier accountability, cost optimization, and customer satisfaction across one of the largest tire distribution networks in North America.

Carrier Performance Management

• Lead carrier performance management programs across all transportation modes, including:
  • Truckload (TL) | Less-than-Truckload (LTL)
  • Parcel | Courier
  • Dedicated Carrier Networks | Private Fleet Operations
• Develop and maintain carrier scorecards with standardized KPIs and performance expectations.
• Monitor carrier compliance with service agreements, contractual service levels, and operational requirements.
• Conduct recurring carrier business reviews to evaluate performance and identify improvement opportunities.
• Drive carrier corrective action plans and recovery initiatives for underperforming providers.
• Partner with Procurement and Transportation Leadership on carrier selection, network optimization, and annual business reviews.

Transportation Claims Management

• Own end-to-end claims management processes across all transportation modes.
• Establish claim investigation, reporting, recovery, and resolution procedures.
• Monitor and reduce:
  • Freight damage claims
    • Loss claims
    • Shortage claims
    • Concealed damage claims

Additional Responsibilities

• Manage carrier accountability for service failures and freight-related incidents.
• Analyze claim trends and collaborate with Distribution Centers to implement preventive actions.
• Drive continuous reduction in claim frequency and claim cost.

Proof of Delivery (POD) Management

• Lead enterprise-wide POD compliance programs for both third-party carriers and private fleet operations.
• Establish POD submission standards and service expectations.
• Monitor and report:
  • POD compliance rates
  • Missing PODs
  • POD submission timeliness
  • Electronic POD adoption
• Work with carrier partners and internal operations teams to improve delivery visibility and customer communication.

Continued Responsibilities

Transportation Analytics & Reporting

Develop, monitor, and report carrier performance metrics including:

• Service Metrics
  • On-Time Pickup Performance and Delivery
  • Delivery Acceptance Rate |Tender Acceptance Rate
  • First Attempt Delivery Success Rate |POD Compliance Rate
  • Claims Frequency Rate |Claims Cost per Shipment
  • Exception Rate |Service Failure Rate
• Cost Metrics
  • Cost Per Mile |Cost Per Load
  • Cost Per Route |Cost Per Stop
  • Cost Per Hundredweight (CWT) |Cost Per Shipment
  • Cost Per Tire Delivered |Accessorial Expense Management
  • Claims Recovery Rate
• Capacity & Reliability Metrics
  • Carrier Capacity Utilization |Route Coverage Performance
  • Network Service Reliability |Load Acceptance Performance
  • Carrier Retention and Utilization Trends

Added Responsibilities

Continuous Improvement

• Identify network-wide transportation performance improvement opportunities.
• Lead root-cause analysis for service failures and customer delivery issues.
• Implement process improvements that improve service quality and reduce transportation costs.
• Collaborate with Supply Chain, Distribution, and Transportation teams to improve customer delivery performance.
• Support transportation technology enhancements and carrier integration initiatives.
• Develop automated reporting and performance dashboards to improve operational visibility.

Stakeholder Collaboration

• Partner with Distribution Center Operations to address carrier-related service issues.
• Collaborate with Customer Service teams to reduce customer delivery escalations.
• Work with Fleet Operations to benchmark private fleet performance against external carriers.
• Support Finance with transportation accruals, claim recovery reporting, and cost analysis.
• Provide executive-level visibility into carrier performance through recurring KPI reviews.

Qualifications

• Bachelor's Degree in Supply Chain Management, Logistics, Transportation, Business, Finance, or related field.
• Master's Degree preferred.
• 8+ years of progressive transportation, logistics, carrier management, or supply chain experience.
• 5+ years managing carrier performance programs, transportation analytics, or logistics operations.
• Experience managing parcel, courier, LTL, TL, dedicated carrier, and private fleet operations.
• Experience in large-scale distribution environments with multi-site operations preferred.
• Experience working with carrier contracts, service level agreements, and transportation claims management.
• Advanced transportation analytics and KPI reporting capabilities.
• Strong experience with:

• • Transportation Management Systems (TMS)
  • Business Intelligence tools (Power BI, Tableau, or similar)
  • Microsoft Excel (Advanced)
  • Transportation cost analysis and modeling

• Experience developing carrier scorecards and executive dashboards.
• Strong data analysis, trend identification, and root-cause investigation skills.

Qualifications Added

Leadership Competencies

• Strategic thinker with strong analytical capabilities.
• Results-oriented with a focus on accountability and execution.
• Exceptional communication and relationship management skills.
• Ability to influence both internal stakeholders and external carrier partners.
• Strong project management and continuous improvement mindset.
• Skilled at balancing customer service, operational performance, and cost objectives.

Success Measures

The Senior Manager, Carrier Performance will be measured on:

• Network On-Time Delivery Performance |On-Time Pickup Performance
• POD Compliance Rate |Transportation Claims Reduction
• Claims Recovery Rate| Cost Per Mile Improvement
• Cost Per Load Improvement |Carrier Tender Acceptance Rate
• Carrier Scorecard Compliance |Delivery Acceptance Performance
• Transportation Service Failure Reduction |Carrier Corrective Action Closure Rate
• Transportation Customer Satisfaction Metrics | Cost Savings and Productivity Initiatives

Benefits

• Market competitive compensation
• 401(k) and Roth with company match. Immediate 100% vesting
• Comprehensive benefits including medical, dental and vision
• Company paid short term disability and employer subsidized long term disability
• Company paid life insurance
• Discounted tire purchasing
• Tuition reimbursement
• Employee assistance program
• Generous paid vacation and paid time off
• Customizable voluntary benefits
• and More!!!