Associate Manager, Operations - Detention Escalation

This role, in our Monterrey center of excellence, leads a team of detention escalation experts. The team is responsible for resolving carrier detention escalations and generating and sharing ideas for process and system changes that lead to process efficiency and/or carrier experience improvement. This role is approximately 50% leadership and 50% hands-on work.What you'll do- Supervise day-to-day activities of team members who process carrier detention escalations- Ensure team members meet daily goals- Monitor individual and team performance- Track volume (throughput), productivity (performance), and quality of work performed- Generate and share ideas that lead to process efficiency and/or carrier experience improvements- Perform time-sensitive, front-line, carrier-facing work by resolving detention escalations- Provide carriers with top-tier customer service and respond to requests within 24 business hours- Process carrier detention requests that are automatically escalated by a script or from the business process outsourcing (BPO) team (approximately 6 solves per person per hour)- Use and compare a variety of time sources to determine the likelihood that a carrier qualifies for detention (e.G., GPS data, lumper receipts, POD times, queries w/geofence data, customer TMS)- Process appeals in cases where detention is initially denied and the carrier requests further review- Enforce the Uber Freight carrier detention policy - This team has the final say when it comes to carrier detention requests.- Other responsibilities as assignedBasic qualifications- Minimum 2 years of experience in logistics- Excellent English language skills - verbal and written- Bachelor's degree