(HQ) Control Tower Operations Manager

Role & Responsibilities:

Manage a scalable Control Tower to ensure a robust and reliable operations for the key account.

Review scope of work with account owner and clients, participate and support all strategic customer discussions

Work in conjunction with implementation team to ensure smooth and successful client onboarding process

Work closely and coach stations for SOP compliance, root cause analysis and complaint management whenever KPI wasn’t fulfilled.

Provide regular communications and timely status reports, address potential red flags to the appropriate parties to mitigate any operation issues or unexpected shipping delays

Data analytical ability to assist account owner to prepare reports, analysis and the QBR/MBR report

Support quotation with account manager for new business opportunity.

Evening conference calls with Asia as required

Qualifications:

Bachelor's degree or higher and 8+ years of experience in freight forwarding

Fluent in both Mandarin Chinese and English

Experience in managing large accounts, especially in the semiconductor or technology industry is preferred.

Deep experience and expertise in forwarding/carrier operating systems experience

Excellent communication, interpersonal, and project management skills

With proven track record in leadership experience, delivering successful customer on-boarding implementation projects.

Knowledge of air freight procurement would be a plus