Manager, Issue Resolution

Flock Freight • Chicago, IL

7d • $90,000 - $120,000 • Hybrid

About The Position

The Issue Resolution Manager leads high-impact operational problem solving across carrier and customer networks, reducing financial, service, and reputational risk to the business. You will serve as the subject matter expert for high-impact operational escalations and cargo security, leading cross-functional resolution, loss prevention, and continuous process improvement. Additionally, you will own key risk-management programs while supporting senior risk leaders and contributing to compliance, automation, and scalable transportation operations.

Requirements

• 4-5 years of experience in transportation, logistics, or supply chain operations; management experience preferred
• Bachelor’s degree required
• Proficiency in Google Workspace and spreadsheet-based analysis
• Strong analytical capability with experience using data to guide decisions
• Demonstrated ability to identify problems, propose practical solutions, and lead new initiatives
• Experience managing cross-functional projects and driving measurable results
• Comfortable operating in a fast-paced, ambiguous environment with a proactive, ownership mindset
• Availability to participate in a weekend on-call rotation for critical incidents
• Experience translating operational data into risk insights and process improvements
• Strong judgment in balancing service, financial, and risk trade-offs in time-sensitive situations

Responsibilities

• Serve as the subject matter expert and owner for escalations involving accidents, service failures, driver issues, and other high-impact operational events
• Partner cross-functionally with Compliance, Carrier Sales, Claims, Risk, and asset-based carrier dispatch and operations teams to drive resolution with minimal financial and service exposure
• Develop, implement, and continuously improve cargo security and loss prevention policies
• Establish and manage Issue Resolution OKRs and performance tracking
• Coordinate with Claims to ensure proper documentation, transition, and handling of incidents with financial or legal implications
• Lead internal projects focused on compliance workflows, shared services optimization, and process automation
• Collaborate with frontline teams and leadership to design and refine scalable, best-in-class transportation processes
• Support the Sr. Director of Risk Management and Sr. Manager of Risk Management with internal inquiries, escalations, and root cause analysis
• Maintain oversight of tracking systems, reporting, and operational improvement initiatives
• Own and oversee driver verification programs
• Participate in product or operations projects as needed

Benefits

• Hybrid Work Model: As an organization we value in-office collaboration, working cross-functionally, and winning together. Through scheduled in-office and work from home days, we are able to work more efficiently and collaboratively.
• 401(k): We know Flock may just be a stepping stone in your epic journey, but we want to be sure you’re setting your future self up for success!
• Medical, Dental & Vision: Generous coverage for employees and dependents. Both HMO and PPO options provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager