Roadie

Manager

• Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals
• Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management
• Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels
• Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations
• Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results
• Collaborate and align with Training & Quality to oversee initial and ongoing training and enablement requirements for all vendor partners.
• Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed
• Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership
• Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals
• Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors
• Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning
• Owns risk management, including operational, contractual, and co-employment considerations

CX Vendor Manager – Lead

Customer Support

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Customer Support Specialist

• Contribute to and drive the strategic direction for Trust & Safety, translating team priorities and risk insights into measurable OKRs and operational roadmaps
• Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality, and service levels
• Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks
• Leverage data to identify trends, forecast emerging risks, drive operational improvements, delivering regular reporting to the Director and other stakeholders
• Partner cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policy, influence product and technology decisions, and implement scalable risk mitigation solutions that support strategic Trust & Safety objectives and operational effectiveness
• Drive operational scale and efficiency, identifying systemic gaps and leading initiatives across tooling, automation, and process optimization
• Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution
• Ensure compliance with legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure
• Champion a culture of sound judgment, accountability, and continuous improvement, raising the bar for decision quality and risk ownership across the team
• Lead change management initiatives, guiding the department through process, policy, and structural evolution

Senior Manager, Trust & Safety

Product Operations

• Help review and organize outdated or redundant project items within Jira and related tools
• Support documentation efforts by updating process guides, templates, and team resources
• Collaborate with team members to identify opportunities for improving project organization and workflow consistency
• Assist with meeting coordination, note-taking, action item tracking, and follow-up communication
• Help prepare project summaries, status updates, and internal documentation
• Participate in PM and Scrum team meetings to gain exposure to Agile project management practices
• Assist with creating and maintaining Jira dashboards, reports, and tracking systems to help support project visibility and organization
• Support the Project Manager with day-to-day operational and coordination tasks

Product Operations Intern

Learning and Development

• Collaborate with CX stakeholders to conduct needs assessments, identify learning objectives and appropriate learning strategies for the CX team
• Design, develop, and implement a variety of instructional materials, including digital learning materials, presentations, tutorials, videos, job aids, and other resources, using instructional design principles and best practices
• Create interactive and engaging learning experiences that cater to diverse learning styles and preferences
• Conduct learning evaluations to measure the effectiveness and impact of learning interventions, from reaction through results
• Continuously iterate and improve upon instructional materials based on content feedback from facilitators, learnings and need analysis data
• Stay abreast of industry trends and emerging technologies in instructional design and adult learning to inform the development of innovative learning solutions
• Collaborate with external vendors and partners as needed to augment in-house expertise and resources
• Provide guidance and support to internal teams and stakeholders on instructional design principles and best practices

Instructional Designer

Marketing Operations

• Own and optimize the calendar for blogs and press releases, ensuring Roadie’s digital presence stays dynamic, timely, and engaging
• Develop and launch strategic email programs that amplify thought leadership and drive meaningful audience engagement
• Grow and elevate Roadie’s LinkedIn presence through compelling copy, thoughtful content scheduling, active social listening, and performance reporting tied to key metrics
• Support ongoing website content enhancements to keep messaging fresh, relevant, and impactful
• Plan, build, and execute integrated multi-channel campaigns that align with broader marketing goals and strengthen brand voice
• Contribute to PR initiatives through proactive media monitoring and identifying opportunities to amplify brand visibility
• Analyze campaign and program performance, uncover insights, and share wins and learnings that fuel future success

Marketing Operations Specialist

Software Engineer

• Contribute to the development of our warehousing mobile platform (e.g., order management, barcode scanning, RFID label printing, shipment tracking)
• Write clean, maintainable, and well-tested code
• Support ongoing improvements to core app functionality and assist with prototyping new features
• Help integrate new scanning and printing devices into the mobile platform
• Contribute to maintaining mobile repositories and supporting CI/CD workflows
• Collaborate with engineering, product, operations, and design to deliver solutions
• Partner with UX/UI designers to implement intuitive, user-friendly interfaces
• Apply best practices to improve app performance, reliability, and maintainability
• Occasionally travel to warehouse locations to better understand user needs and workflows