Operations Escalation Lead
CloudTrucks
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $98,000 - $138,000 per year
Job Level
Senior
About the role
- Resolve high-priority escalations including delivery delays, load issues, driver breakdowns, and broker concerns
- Serve as the primary point of contact for critical incidents affecting owner-operators and brokers
- Coordinate across drivers, brokers, and internal teams (dispatch, customer success, engineering) to troubleshoot and resolve issues in real-time
- Investigate root causes of service failures and document solutions to prevent recurrence
- Monitor at-risk loads proactively and intervene before issues escalate
- Communicate clearly and empathetically with all stakeholders during high-pressure situations
- Partner with our product and engineering teams to surface platform improvements based on recurring operational challenges
- Track escalation metrics and identify trends to drive continuous improvement
Requirements
- 2-4 years in trucking, freight brokerage, or logistics operations with direct carrier and broker interaction
- Proven experience managing urgent escalations and resolving complex operational problems
- Strong decision-making skills with comfort navigating ambiguous situations and making judgment calls with incomplete information
- Strong understanding of FTL operations, driver challenges, and broker requirements
- Exceptional communication skills and ability to remain composed under pressure
- Strong project management skills with ability to juggle multiple escalations simultaneously and prioritize effectively
- Tech-savvy with experience using TMS, dispatch software, or logistics platforms
- Flexible availability to support operations across time zones and occasional off-hours escalations
- Self-motivated problem-solver who thrives in fast-paced, ambiguous environments
Benefits
- Offers Equity 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
escalation managementoperational problem resolutionroot cause analysisproject managementFTL operationslogistics operationsbroker requirementsdecision-makingproblem-solving
Soft skills
communicationempathycomposure under pressureflexibilityself-motivationorganizational skillsability to prioritizeteam coordinationadaptability