Nuvocargo is reinventing the $2 trillion freight forwarding industry. We are a digital-first freight forwarder using a mix of technology and exceptional service to help companies seamlessly move products across the Americas, starting with the biggest trade lane in the world: Mexico <-> USA cross-border trucking. We were ranked #2 on Fast Company’s most innovative companies in 2022 and as a Y Combinator Top Company and are looking for top talent to embrace this adventure.

The opportunity for you:

Tangibly impact the end-to-end experience of our customers (shippers or carriers). As a Customer Experience Manager your goals will be to identify and analyze each part of the customer journey to identify pain points and will work cross functionally with our operations, finance and product teams to reduce customer effort and frictions. This is a unique experience to raise the bar in an industry which isn’t known for having a fantastic, digital, customer experience. You will report directly to the Head of Customer Experience and will be responsible for the end-to-end satisfaction of our customers as well as for driving cost efficient initiatives to improve our margins while always keeping the customer front and center.

What you'll do in a typical week:

  • Analyze customer experience KPIs and efficiency metrics to identify quality issues and opportunities and create improvement plans to improve the customer experience.
  • Lead cross-functional improvement initiatives, leveraging project management tools and methodologies.
  • Apply industry knowledge and critical thinking to adapt processes and create solutions in response to challenges both internally and externally to reduce customer effort.
  • Create and own feedback loops and be the interface between Operations, Finance and Product teams for all customer related matters.
  • Publish and share quality and efficiency performance against goals. Lead quality, efficiency, and financial improvement initiatives.
  • Create and improve SOPs and policies with Customer Operations, Learning & Development, and Quality Assurance teams.
  • Support implementation of new products, tools and processes as needed.

What you know:

  • Bachelor's degree in a business administration, engineering or another technical or related field.
  • 5+ years of customer service or operations experience in a fast paced environment.
  • Experience in analytical tools & methods to identify and analyze customer contacts and defects.
  • Knowledge of process improvement methodologies such as Lean Six Sigma.
  • Track record of success managing cross-functional projects using project management tools such as project charters and gantt charts.
  • Excellent written and verbal communication in Spanish and English.

Who you are:

  • You find joy in excellence. You love doing things the right way and are always looking for both incremental and critical ways to improve your work, your team, and your processes.
  • You are disciplined and organized. You have a proven ability to balance multiple priorities effectively & meet deadlines. Your best weapons are organization, accuracy, and attention to detail.
  • You think BIG. You are interested in raising the bar and setting a new standard of service in the logistics industry. You keep up on trends in customer experience and are energized to implement new solutions at Nuvocargo.
  • You have empathy across cultures. Nuvocargo's culture lives at the intersection of Silicon Valley, the logistics industry, the US, and Latin America. You have the unique ability to communicate with teams from different work cultures and geographies and feel like this is the place where they will do their life's greatest work.
  • You move with speed. You move incredibly fast, making decisions and overcoming obstacles with speed. You are nimble and help solve problems for your teams who are on the frontlines with decisiveness and empathy.
  • You are both a great communicator and listener. You are great at synthesizing inputs from different sources; you speak and write clearly, concisely, and with a structure that gets everyone on the same page when things feel messy.
  • You are low ego. Collaboration is your best method. You don’t care or remember who came up with the best idea. Sales leaders, carrier reps, operations reps, shippers, and carriers all love working with you because you make them all feel heard and you’re able to find a middle ground in dissenting opinions.

What we offer:

  • A unique & fun culture at the intersection of the freight and technology industries as well as between the USA and Latin American work cultures.
  • Above market salary, benefits, and a robust employee stock ownership program to make you an owner and partner of the business.
  • Remote-first location strategy and allows you to work from wherever. Hybrid office / work from home model that allows for flexibility and collaboration time in our Polanco / New York City office. Beautiful modern Polanco office space that is perfect for collaboration.
  • A chance to join the ground floor of a well-funded, fast-growing startup that is modernizing a trillion dollar industry critical to the global economy.

Nuvocargo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

More about Nuvocargo:

International logistics is the multi-trillion dollar connective tissue of the world economy, but it's been slow to leverage the power of technology; it's finally going digital, and Nuvocargo is playing a big role in driving this historic shift.

We believe that true expertise in logistics cannot be automated and is incredibly valuable; however, we think software and technology can give logistics professionals superpowers to help provide shippers with the best service, and make everyone's lives easier.

We're growing quickly, and are backed by some of the world's best investors from both Silicon Valley and Latin America such as Tiger Global Management, The Flexport Fund, QED (founders of $60B+ Capital One), NFX (Silicon Valley fund with $10bn in exits), the founders of Nubank ($30B+), Loft ($3B+), Ramp ($2B+), and Rappi ($5B+), Y Combinator (~1% acceptance rate, created $300bn worth of startups), and angels who have built, exited, or currently sit on the board of companies worth over $100 billion.

Our DNA is comprised of four very distinct worlds and cultures: Silicon Valley, Logistics, Latin America, and USA. We are at the intersection of these worlds and laying the foundations for hyper-growth at one of the most tech-forward 3PL's in both the US and Mexico.

Read more about us here: www.nuvocargo.com/about and feel free to reach out with any questions.

We look forward to working with you!

Apply for this Job

* Required

  
(File types: pdf, doc, docx, txt, rtf)
  
(File types: pdf, doc, docx, txt, rtf)
When autocomplete results are available use up and down arrows to review
+ Add Another Education


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Nuvocargo’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.