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.

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.
• 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 leadership and cross-functional partners.
  
  

Routing, Data Accuracy & Process Optimization

• Validate carrier and service routing rules, identifying incorrect logic, configuration gaps, or data defects that may impact processing or delivery.
• Identify address, customs, and shipment data issues that could lead to rejects, returns, clearance delays, or service interruptions.
• Assist with SOP creation, updates, and training focused on exception reduction, FiC support, and returns management.
• Maintain accurate logs, performance metrics, and reporting related to exceptions, rejects, returns, bottlenecks, and QA findings.
• Recommend workflow, tooling, and automation improvements that reduce manual touchpoints, improve recovery speed, and enhance processing center productivity.
  
  

How You Work

• You are naturally curious and ask “why” before taking action.
• You are comfortable working independently in a fast-paced operations environment.
• You notice issues that others walk past and take initiative to address them.
• You start solving problems before escalating them.
• You bring solutions and informed hypotheses, not just issues.
• You seek feedback to sharpen your thinking, not to be told what to do.
• You are observant, practical, and energized by improving things around you.
• You treat the operation like it is yours and take pride in leaving it better than you found it daily.
  
  

Ideal Candidate Profile

This Role Is Best Suited For Someone Who Is

• An independent executor who can move issues forward without constant direction.
• A collaborative thinker who uses leadership as a sounding board.
• A strong floor operator who connects daily breakdowns to upstream process or systems issues.
• Motivated by making the operation better every day, not just getting through the shift.
  
  

Basic Qualifications

• Bilingual in English and Spanish, with the ability to communicate clearly and professionally in both verbal and written settings.
• Ability to investigate problems, identify patterns, and drive resolution with limited oversight.
• Comfortable working cross-functionally with Operations, Engineering, IT, and support teams.
• Strong attention to detail with the ability to balance urgent execution and root cause thinking.
• Ability to work on the floor in a hands-on operational role.