Passport

Operations

• Rethink & rework processes: Map workflows, identify bottlenecks and failure points, and redesign for simplicity, scalability, and clarity.
• Architect smart solutions: Use low-code/no-code tools (and some vibe code) to help teams move faster and smarter. Make thoughtful calls on when to automate, redesign, or partner with more technical teams.
• Own execution: Take a project from concept to completion—whether it’s rebuilding a manual workflow, unlocking a new key capability, or implementing a new internal tool.
• Partner with business functions: Collaborate with designated stakeholders across the org (Finance, Commercial) to improve internal processes and external experiences.
• Serve as a force-multiplier: Help our team (and company) do more, better through smarts, resourcefulness, and tooling.

Business Operation Analyst, Operational Excellence – Automation

Customer Success Manager

• Make it your mission to create an exceptional Passport experience for our customers, ensuring they realize the full value of Passport and additional products
• Work closely with our Head of Strategic Accounts and Vice President of Customer Success on enterprise-level account opportunities for partnership and growth that will be aligned to you. This will include being aligned with their strategy during the sales process through onboarding.
• Manage the day-to-day activities for supporting our clients leveraging in-country fulfillment services from Passport
• Coordinate with the larger Success organization to align growth strategies and project plans for our top performing accounts
• Serve as a go-to resource for your customers needs and pain points
• Travel to client sites to build relationships with key customer stakeholders
• Collaborate with product and engineering to develop product enhancements and data stories to support your customers
• Contribute to internal processes and workflow documents for successful customer engagement and management, and work cross-functionally within Passport to deploy them
• Become an expert on the Passport product, while keeping up with industry trends and news

Business Development Rep

• Attract, hire & retain a team of BDRs
• Coach & mentor current team members as they progress through continual feedback
• Act as a true “player-coach” and team player to drive process and performance improvement
• Provide consistent visibility and insights into sales development activities, hand-off, dispositions, and outcomes by region, team, and individual
• Optimize outbound lead generation processes and workflows for maximum efficiency and effectiveness
• Provide detailed reports and insights to leadership regarding lead generation activities and results
• Champion AI-powered prospecting tools across the BDR team, driving adoption, building workflows, and holding the team accountable to consistent use
• Partner with Revenue Operations to identify, test, and implement new AI tools and workflows that increase SDR output quality and efficiency, serving as the team's primary voice in the evaluation process

Business Development Manager

Account Manager

• Working alongside our Sales, Onboarding, Operations and Brand Success teams to ensure successful adoption of Passport and expansion within 3PL
• Mapping out the inner-workings of each of our 3PL partners by identifying decision makers, understanding what each 3PL values, and how each operates
• Become an expert on the Passport product, while keeping up with industry trends and news. Educating customers on product features, best practices, and new offerings to maximize their success.
• Develop and execute strategies to expand existing customer relationships and drive referrals. Proactively engage with customers to ensure satisfaction, identify growth opportunities, and resolve any concerns.

Customer Account Manager

• Own the operational health of 10-15 enterprise accounts through daily shipment reviews, performance monitoring, and proactive anomaly detection to spot risks before they impact customers
• Partner strategically with Enterprise CSMs through regular sync meetings, ensuring they feel confident about account health and equipped with the data needed for strategic conversations
• Pull reports, analyze data, and decode invoicing to provide comprehensive operational support and tell the story of what's happening across your accounts
• Interface directly with Solutions Engineering, Product, and Operations teams to troubleshoot complex issues and advocate for your customers' needs
• Communicate complex operational issues clearly to customers who may not have logistics expertise, translating technical problems into business impact for stakeholders on calls when needed
• Determine appropriate escalation paths (CSM, operations, engineering) based on issue type and urgency, working with your CSM to establish the right communication cadence for each account
• Deliver projects on a tight turnaround when an enterprise-level account needs analysis, reporting, or project support
• Monitor our shipping network at a macro level so you can distinguish between systemic issues and account-specific problems, contributing weekly updates on performance and emerging trends to the broader team

Enterprise Account Operations Associate

• Actively monitor daily freight and first-mile operations to identify carrier, terminal, or handoff issues in real time
• Quickly investigate and triage delays, exceptions, and performance risks using internal systems and carrier tools
• Maintain accurate tracking data, dashboards, and operational reporting across multiple concurrent shipments
• Assess risk and escalate appropriately, ensuring the right teams are looped in at the right time
• Work directly with carriers and terminals to resolve pickup failures, missed handoffs, and in-transit exceptions
• Contribute to documentation, SOPs, and training materials as freight processes evolve

Freight Operations Associate

Product Manager

• Own and evolve our tracking product
• Maintain a clear and organized roadmap across multiple workstreams
• Seek out clever ways to improve customs clearance reliability and reduce friction
• Triage and troubleshoot tracking issues with urgency and clarity
• Document products for both internal stakeholders and external users
• Become the go-to expert in your area
• Occasionally hack together an MVP solution to unblock the team or a customer