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:

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

Act in a team leadership capacity to hire, coach and train operations team membersPlan schedules, assign and delegate work to team members to meet deadlinesProvide 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 assessmentsProvide problem resolution, customer satisfaction and identify potential business opportunities through regular contact with customers and their support teamsMaintain, establish and implement new Americas operations initiatives and proceduresMaintain Subject matter expert knowledge of all operations systems and assist with future development and enhancementsDevelop, monitor and manage continuous process improvement opportunitiesWork 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 objectivesManage, communicate and resolve operational, process and systems issues in collaboration with other members of the Customer Service, Service Quality, Account Management, IT and Sales teamsProactively identify trends, process improvements and customer requirements to propose and implement solutionsEstablish, implement, maintain and manage operationsManage APLL client-related projects coordinating cross-functional internal and external resourcesAttract, retain, develop, and coach APLL workforceContinuous Process Improvement centric on cost to serve and customer satisfactionProactively 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:

Bachelor's Degree or Equivalent Level in Logistics, Supply Chain Management or related fieldMinimum 10 years of relevant transportation experience including 5 years’ experience involving direct customer interactionIn depth knowledge and experience working in Transport Managements Systems (TMS) Knowledge and experience in Rate Management Systems (RMS) is a PlusIn depth knowledge and experience of local Carrier, Forwarder, CFS and Documentation procedures and International Supply Chain flowsPrevious management or supervisory experience preferredEnglish Required - Bilingual preferred – Spanish/English (Portuguese a plus)

Additional Knowledge, Skills and Abilities

Teamwork and showing a commitment to teamwork and collaboration across different culturesInnovation by bringing creativity to the workplaceCustomer Focus while achieving Company, department, and personal goalsProblem Solving skills and ability to root cause issuesAnalytical AbilitiesEffective Communication skillsAbility to multi-task and deal with ambiguityDemonstrates good Decision MakingOrganizational and Planning skillsAbility to work under pressure and meet deadlinesTime 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:

• PTO
• 6 days sick time
• 9 paid holidays
• 1 paid "Personal Holiday"
• Company Bonus Plan
• 401(K) SAVE Plan
• Annual Fixed Contribution
• Medical, Dental, Vision, and Life & Disability coverage
• Voluntary Benefits
• Accident/Critical Illness/Hospital Indemnity Benefits
• Tuition reimbursement and student loan assistance
• Employee Assistance Program (EAP)
• Health Savings Account (HSA) with employer funding and wellness incentives
• Flexible Spending Account (FSA)
• Employee Referral Program