Cross Functional Operations Specialist

Responsibilities

• Exception & Mis-Sort Handling
• FiC Support, Exception Handling & Returns Management
• Provide operational support to FiC-related exceptions, ensuring timely identification, triage, and resolution of shipments requiring manual override or intervention.
• Manage undeliverable and un-processable returns back to individual shippers, ensuring accurate disposition, routing, and recovery with minimal delay.
• Own and drive resolution of shipment exceptions from identification through root cause, including mis-sorts, invalid routing, incomplete shipment data, damaged parcels, failed processing events, and return-related breakdowns.
• Investigate beyond the immediate issue to uncover upstream drivers and recommend corrective actions that reduce repeat failures and manual touchpoints.
• Exception & Mis-Sort Resolution
• Actively identify issues on the floor, not just those assigned through systems or escalations.
• Identify, isolate, and resolve shipment mis-sorts across all delivery network lanes, carriers, service levels, and destination paths.
• Correct routing and processing errors quickly and ensure shipments are re-injected into the workflow with minimal delay.
• Test and implement solutions that reduce recurring exceptions, improve recovery speed, and prevent service disruption.
• Partner cross-functionally after validating initial findings and hypotheses, using data and observations to drive action.
• Automation Rejects & Troubleshooting
• Monitor, prioritize, and process automation rejects including label read failures, dimension/weight mismatches, barcode scan issues, and data validation errors.
• Perform first-level troubleshooting on sortation, scanning, and routing automation to restore flow, reducing downstream impact.
• Identify recurring reject patterns, investigate likely root causes, and recommend process, tooling, or system improvements that improve reliability.
• Partner with Engineering, IT, and Operations teams to resolve persistent failures once initial troubleshooting and issue framing are complete.
• Origin Processing Center Bottleneck Removal
• Proactively identify and remove daily production bottlenecks within the OPC that delay sortation, exception resolution, returns processing, or outbound movement.
• Monitor workflow constraints, queue build-up, and manual touchpoints, implementing immediate countermeasures to protect throughput rates and service commitments.
• Identify unassigned work such as staged parcels, backlog areas, unprocessed returns, and unresolved exceptions, and take initiative to resolve workflow.
• Drive improvements that will reduce dwell time, eliminate friction in processing, and improve end-to-end operational flow.
• Quality Assurance & Operational Compliance
• Conduct hands-on QA reviews across inbound, sortation, exception handling, FiC support, and outbound processes to identify breakdowns and improvement opportunities.
• Validate label accuracy, shipment data integrity, customs documentation, routing logic, and return disposition accuracy.
• Use review findings, floor observations, and exception trends to support continuous improvement initiatives and stronger operational performance.
• Communicate risks, recurring patterns, and process improvement opportunities clearly to Operations l

Benefits

Additional Information

At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator. Hundreds of the world's top direct-to-consumer brands like Tommy John, Dolls Kill, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally. At Passport our goal is to build the #1 internationalization solution on the market, with shipping as the differentiator. Hundreds of the world's top direct-to-consumer brands like iHerb, Tommy John, Dolls Kill, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally. This role is on-site. What Success Looks Like in This Role In this role, success means going beyond day-to-day exception handling to improve operational efficiency. You will: Identify operational issues without waiting for them to be assigned to you. Take ownership of problems from initial discovery through resolution. Investigate beyond surface-level symptoms to find root causes. Test solutions independently, then partner with leadership and cross-functional teams to refine and scale improvement solutions. Improve the operation proactively, not just maintain it. Use leadership as a thought partner to sharpen ideas and strengthen execution.

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