This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6783678 JOB DESCRIPTION

Overview:

The role of Manager, IFS Operations is to provide local leadership for North America IFS (International Freight Services) operations resources. Leadership includes collaborative and effective communication (internal and external), problem resolution, acting as customer and team escalation point, account coverage and customer satisfaction among ocean and air IFS customers. The Manager will collaborate with the Americas Operations management team to ensure that local and overseas resources, issues and opportunities are elevated, prioritized and resolved. They will support their team members with implementing new accounts, procedures and systems. In addition, the Manager will participate in customer business reviews, develop customer and vendor relationships, assist in the development of new programs, and establish new business potential. The supervisory scope of work required is in conjunction with traditional tactical production support work. This role will manage 5 to 10 personnel within a global and hybrid team framework.

RESPONSIBILITIES

Responsibilities:

This position is responsible for, but not limited to, the following:

• Act in a team leadership capacity to hire, coach and train operations team members
• Plan schedules, assign and delegate work to team members to meet deadlines
• Provide performance feedback and conduct regular performance reviews
• Measure and report performance against established quality and process indicators using KPIs and service level agreements.
• Manage teamwork bandwidth, back-up / training process and skills assessments
• Provide problem resolution, customer satisfaction and identify potential business opportunities through regular contact with customers and their support teams
• Maintain, establish and implement new Americas operations initiatives and procedures
• Maintain Subject matter expert knowledge of all operations systems and assist with future development and enhancements
• Develop, monitor and manage continuous process improvement opportunities
• Work closely with partner vendors and Identify cost saving opportunities

Key Results:

• Support local team with the guidance, resources and planning needed to help deliver corporate and customer objectives
• Manage, communicate and resolve operational, process and systems issues in collaboration with other members of the Customer Service, Service Quality, Account Management, IT and Sales teams
• Proactively identify trends, process improvements and customer requirements to propose and implement solutions
• Establish, implement, maintain and manage operations
• Manage APLL client-related projects coordinating cross-functional internal and external resources
• Attract, retain, develop, and coach APLL workforce
• Continuous Process Improvement centric on cost to serve and customer satisfaction
• Proactively develop and maintain customer relationships to meet and exceed customer expectations by providing a clear escalation path and assisting in issue management and resolution

QUALIFICATIONS

Qualifications:

• Bachelor\'s Degree or Equivalent Level in Logistics, Supply Chain Management or related field
• Minimum 10 years of relevant transportation experience including 5 years\' experience involving direct customer interaction
• In depth knowledge and experience working in Transport Managements Systems (TMS) Knowledge and experience in Rate Management Systems (RMS) is a Plus
• In depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flows
• Previous management or su ervisory experience preferred
• English Required - Bilingual preferred - Spanish/English (Portuguese a plus)

Additional Knowledge, Skills and Abilities

• Teamwork and showing a commitment to teamwork and collaboration across different cultures
• Innovation by bringing creativity to the workplace
• Customer Focus while achieving Company, department, and personal goals
• Problem Solving skills and ability to root cause issues
• Analytical Abilities
• Effective Communication skills
• Ability to multi-task and deal with ambiguity
• Demonstrates good Decision Making
• Organizational and Planning skills
• Ability to work under pressure and meet deadlines
• Time management skills

The typical starting salary range for this position is: \$74,760 - \$85,000.

The actual salary offer will take into account multiple factors including skills, experience, education and location. Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes bonus and benefits.

Candidates are eligible for the following benefits: