Transcon Operations Manager

Job Description

Operations Manager leads the team to achieve flawless operational execution, developing a strong and reliable team infrastructure and expertise, including warehouse operations, facility management, and leading transportation coordinators, knowledgeable and promotable personnel while constantly driving efficiency, profitability and growth contributing our Vision and Mission Statement, making our promise real to all our employees and customers.

Key Deliverables

• Proactively monitor key metrics to achieve expected results, department excellence above 90%: People - Total Commitment to Employee Satisfaction & Development.
  • Timely & Valuable Performance Reviews every 12 months and 1:1s every 3 months.
  • Team members to complete mandatory and 52-hrs. training per year/4.33 per month.
• Operational Excellence - Drive Customer Satisfaction through Execution & Transparency.
  • Operational performance KPI above 90%
  • Product OPA Audit Result

Job Responsibilities
Administration and Personnel Management:

• Exemplify and Teach Our Culture, Mission and Goals.
• Follow the 10 Critical Success Factor and the ‘What’s expected of a Manager’ guidelines.
• Servant Leadership mindset. Use team feedback to adapt and maximize the leadership capacities.
• Ensure that team is properly staffed, structured and organized and interview regularly.
• Ensure all needs and tools required are available for the team to be successful in all areas.
• Support your team and help them develop their careers through to the next level.
• Engage with team members daily, conduct check-in meetings regularly assisting them with ongoing feedback, coaching and mentoring.
• Be visionary as it relates to managing staff, processes and tools to handle volume spikes, growth.
• Design a structure that meets current operational demands while accommodating future growth.
• Own your self-development. Prepare, follow-up and execute on your personal development goals.
• Build healthy cross-functional relationship and promote a positive, cohesive work environment.
• Uphold company controls, policies, procedures, processes and control in all department activities.
• Support all Employee Satisfaction initiatives.
• Manage capacity and resource needs for the team.
• Contribute to department TBP, goals, drive execution and monitor the progress.

Operations:

• Effectively manage and monitor service execution within the team, leading and assisting our relentless pursuit of efficiency and operational excellence:
  • Performance Management: Ensure oversight, including self-assessments and daily, weekly and monthly performance monitoring so that issues (root cause) are resolved proactively.
  • Exception Management: Review all exceptions to drive efficiency internally (controlled) and through interacting with our customers (uncontrolled).
  • Map and understand department process flow, constantly looking for areas to improve efficiency to offer customers better cycle times, service while improving margins.
  • Actively participate in the optimization of systems and tools and continuously improve the efficiency, productivity and quality of the service.
• Understand trends discrepancies, analyze root causes and implement solutions in a timely manner.
• Make certain that client specific instructions are understood at the desk level to properly process shipments and invoices. Maintain SOPs updated for all customers.
• Ensure proper use of all Expeditor systems and tools, especially ETMS, CRM, Transcon workflow, export and import database.
• Make certain that files are logged correctly and timely with proper codes, trace types and events.
• Ensure that all correspondence within business unit is handled timely and professionally.
• Build and maintaining strong relationships with service providers and customers.
• Strong support with managing service provider program, ensuring high-level operational efficiency.
• Assist in the evaluation of service providers, as necessary.
• Ensure proper understanding and usage of SPM reporting, tools and resources.
• Evaluate new business, reasons for the increase or decrease in services. Be informed and aware.
• Stay current with developments and changes in regulations or company offerings and educate staff.
• Escalate issues to Department Manager and Branch Operations Manager timely when needed.

Warehouse Operations:

• Ensure compliance with all warehouse safety, security, and operational procedures.
• Monitor warehouse productivity, inventory accuracy, and service performance metrics.
• Optimize warehouse space utilization, material flow, and operational efficiency.
• Ensure timely receiving, put-away, storage, inventory control, order fulfillment, and shipment processing.
• Maintain facility readiness and support all internal and external audits.
• Partner with transportation teams to ensure seamless service execution between warehouse and transportation operations.

Compliance:

• Ensure full adherence to applicable transportation regulations with highest compliance standards.
• Serve as a role model for integrity by consistently following company policies and promoting a culture of accountability.
• Communicate policies and regulatory requirements to ensure team understanding and compliance.

Finance:

• Comply with all our policies, including the credit policy.
• Ensure that all files are timely and correctly billed.
• Support Management with the review of department profitability at the customer and file level.
• Ensure that all billed not paid and paid not billed items are properly handle and closed.
• Support with the team when necessary to solve customer A/R and communicate with customers regarding either late payments or invoice discrepancies.
• Support driving capacity, productivity (Increase SPP & Reduce EPS).
  • A/R within terms – 100% of A/R within 30 days of customers’ credit terms.
  • Reduce EPS (Expense per Shipment)

Sales and Growth:

• Support management with sales, account management, customer retention & development for global accounts applicable to the product.
• Support in customer business reviews, visits and calls as operations SME (Subject Matter Expert) and business development efforts.
• Maintain and develop relationships with existing and new customers through solid value propositions.
• Support preparing effective customer presentations and updates as needed.
• Support developing sales strategies with top Districts.
• Support T&I, and account management teams to make certain that customer requirements are both understood and properly transitioned.

Qualifications

To excel in this role, candidates should possess the following education, experience, and competencies:
Education & Experience

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or a related field (or equivalent combination of education and experience).
• 2+ years of experience in logistics, supply chain, or transportation operations.
• 2+ years of experience in domestic transportation, preferred.
• 2+ year of experience leading a team in the logistics field, required.

Leadership & Management

• Ability to empower, coach, and mentor teams, fostering a collaborative and high-performance culture.
• Strong focus on employee engagement and satisfaction, creating a positive work environment.
• Skilled in strategic planning and execution, aligning team objectives with organizational goals.

Core Competencies

• Customer-centric mindset, ensuring exceptional service and satisfaction.
• Highly process-oriented, with strong attention to detail and commitment to continuous improvement.
• Results-driven, with a track record of meeting and exceeding performance targets.
• Ability to build long-term partnerships.

Communication & Interpersonal Skills

• Strong interpersonal and communication abilities, including written, verbal, and presentation
• Fluent bilingual English and Spanish (verbal and written), required.

Additional Information

All your information will be kept confidential according to EEO guidelines.