Description
- Manage a group of managers to invent for customer experience and simplify for operation efficiency.
- Coach, and develop the team with prioritization, constructive feedback, resources planning, and data driven decisions.
- Guide the team towards continuous improvements using data, metrics, and customer feedback.
- Develop operations process to achieve business goals and to obsess the customer.
- Manage complex operational issues by developing, tracking and analyzing key performance indicators.
- Provide regular performance metrics report focusing on operational excellence and customer experience.
- Build strong and collaborative relationships with internal stakeholders, LSP, Carriers and external customers.
- Serve as primary interface with other teams in Seller Operations, Product, Finance and Tech for new product, program, and system launches.
- Be the Voice of the Customer and provide feedback to the team to improve customer experience.
- Handle complex problems/efforts, decisions, and escalations.
- Communicate and drives strategic initiatives.
- Ensure the right people are in the right job and creates leadership opportunities.
Basic Qualifications
- Rich experiences in managing large operations/customer service teams with extensive knowledge in Logistics.
- Ability to attract, develop & retain talents in the organization.
- Experienced in managing, coaching, and develop Team Leads on various aspects of their jobs.
- Understand legal and commercial framework and documentation across all the Logistics products and processes including Sea, Air, customs documentation, import/export, international trade, and trade compliance.
- 15+ years experiences in freight forwarding, focusing on Customer Service, Operations, or Key Account management.
- Customer-facing and interaction skills with high level of customer orientation.
Preferred Qualifications
- Advanced degree in Engineering, Logistics, Supply Chain, Transportation, or a related field.
- Experience in cross boarder logistics in e-commerce.
- Certified in Quality, Six Sigma, or Lean.
- Proven experience in leading cross-functional projects and managing company-wide programs.
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Company
- Beijing Century Joyo Courier Service Co., Ltd.
Job ID: A3111238