Control Tower Manager

Role & Responsibilities:

• Manage a scalable Control Tower to ensure robust and reliable operations for major customers
• Review scope of work with account owners and customers, participate in and support all strategic customer discussions.
• Work with the implementation team to ensure a smooth and successful client onboarding process.
• Work closely and coach stations for SOP compliance, root cause analysis and complaint management when KPIs are not met, with SLA being one of the indicators.
• Support proposal with Account Manager for new business opportunity.
• Provide regular communication and timely status reports, address potential red flags to the appropriate parties to mitigate any operational issues or unexpected shipping delays.
• Evening conference calls with Asia as required
• Data analysis skills to assist Account Owner in preparing reports, analysis and QBR/MBR report
• Alert users to discrepancies & escalate recurring issues to management

Qualifications:

• Bachelor's degree or higher and 5+ years of experience in freight forwarding, although 3 years may be considered for candidates with outstanding performance.
• 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