Ocean Customer Experience Team Lead - Korean Speaker

• Job Description Summary
• Leads the execution of Ocean Customer Experience operations within a defined team scope by driving performance management, ensuring high-quality customer issue resolution, and supporting continuous process improvements. Acts as a bridge between strategy and execution to deliver consistent, customer-centric outcomes

Accountabilities

Execution of Ocean CX strategy within team scope

Team performance management (productivity, quality, SLA, engagement)

First-time customer issue resolution at team level

Continuous improvement of operational processes within team scope

Support rollout and adoption of systems/platforms

People management and capability development

Critical Tasks

Translate operational goals into daily/weekly team plans and monitor execution

Manage team performance through KPIs, coaching, and regular follow-ups

Ensure timely and high-quality customer issue resolution with minimal escalations

Identify process gaps and drive improvement initiatives within the team

Support system and platform rollout by ensuring team readiness and adoption

Act as escalation point and coordinate with stakeholders to resolve blockers

Stakehder management

Requirement / Capabilities

Experience in Customer Experience / Ocean Product / Operations

Team management and coaching skills

Stakeholder communication and coordination skills

Strong execution and problem-solving capability

Process minded with understanding of end-to-end impact

Change management and team engagement capability

Project management exposure/experience

Highly result oriented, ready to take challenges and able to work under pressure

Possess fluent English speaking and writing skills. (For roles involving Japan or Korea, near-native proficiency in Japanese or Korean is required, with strong verbal communication and understanding of relevant business cultures preferred.)

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Additional Job Description

Performance Measures

Specific

CSAT (Survey per case)

Case management relevant KPIs

Contact per shipment (Self-service adoption)

First case resolution

SLA related KPIs

Quality audit

Team productivity

Team engagement

Upselling & Cross Selling

Agent view follow up

Shared

NPS

IQ

Productivity

Revenue Leakage

SGA

Regional RoFo