Cross Functional Operations Specialist

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. KEY 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. - M