Operations Escalation Lead

Who you are

You have a strong background in logistics and operations management, with experience in resolving high-priority escalations effectively. Your ability to communicate clearly and empathetically during high-pressure situations sets you apart, ensuring that all stakeholders feel supported and informed. You thrive in dynamic environments where quick thinking and problem-solving are essential, and you have a proven track record of coordinating across multiple teams to achieve successful outcomes.

You understand the intricacies of the trucking industry and the challenges faced by owner-operators and brokers. Your expertise allows you to investigate root causes of service failures and document solutions to prevent recurrence. You are proactive in monitoring at-risk loads and intervening before issues escalate, demonstrating your commitment to maintaining service quality and reliability.

Your collaborative nature enables you to work effectively with dispatch, customer success, and engineering teams, ensuring that all parties are aligned and informed. You are detail-oriented and organized, capable of managing multiple escalations simultaneously while maintaining a focus on resolution and service excellence.

Desirable

Experience in a technology-driven logistics environment would be a plus, as would familiarity with business management platforms for trucking. A background in customer success or support roles can enhance your ability to empathize with drivers and brokers alike.

What you'll do

As the Operations Escalation Lead at CloudTrucks, you will serve as the critical link between our owner-operators, broker partners, and internal teams when shipments face challenges. Your primary responsibility will be to resolve high-priority escalations, including delivery delays, load issues, driver breakdowns, and broker concerns. You will coordinate across drivers, brokers, and internal teams to troubleshoot and resolve issues in real-time, ensuring that service quality is maintained.

You will investigate root causes of service failures and document solutions to prevent recurrence, contributing to the continuous improvement of our operations processes. Monitoring at-risk loads proactively will be a key part of your role, allowing you to intervene before issues escalate and ensuring that our drivers and broker partners remain confident in CloudTrucks' reliability.

Your ability to communicate clearly and empathetically with all stakeholders during high-pressure situations will be essential in maintaining trust and confidence in our services. You will partner closely with our dispatch, customer success, and engineering teams to ensure that all escalations are handled efficiently and effectively.

What we offer

At CloudTrucks, we are committed to empowering truck drivers with the tools they need to succeed. You will be part of a mission-driven team that values collaboration and innovation. We offer a supportive work environment where your contributions will directly impact the success of our drivers and the overall efficiency of our operations. Join us in making a difference in the trucking industry and helping our drivers thrive.