1. Manage a group of managers to invent for customer experience and simplify for operation efficiency.
2. Coach, and develop the team with prioritization, constructive feedback, resources planning, and data driven decisions.
3. Guide the team towards continuous improvements using data, metrics, and customer feedback.
4. Develop operations process to achieve business goals and to obsess the customer.
5. Manage complex operational issues by developing, tracking and analyzing key performance indicators.
6. Provide regular performance metrics report focusing on operational excellence and customer experience.
7. Build strong and collaborative relationships with internal stakeholders, LSP, Carriers and external customers.
8. Serve as primary interface with other teams in Seller Operations, Product, Finance and Tech for new product, program, and system launches.
9. Be the Voice of the Customer and provide feedback to the team to improve customer experience.
10. Handle complex problems/efforts, decisions, and escalations.
11. Communicate and drives strategic initiatives.
12. Ensure the right people are in the right job and creates leadership opportunities.