(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.
• MUST 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.