**Description** ESSENTIAL DUTIES & RESPONSIBILITIES: **Program & Project Leadership:** + Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives. + Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability. + Track project milestones, identify and mitigate risks, and provide regular status updates to leadership. + Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability. **Performance Management & Reporting** + Monitor operational performance metrics, including internal and customer-facing KPI's. + Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making. + Identify opportunities for account growth, process optimization and continuous improvement. **Scope of Responsibility:** + Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region. + Address and resolve customer service issues while ensuring alignment with business and operational objectives. **Team Collaboration:** + Collaborate closely with Operations, IT,
Product and Customer Service teams to enhance service quality and customer experience. + Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities. + Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives. + Support and lead special projects as assigned to meet evolving business needs. **Other Skills/ Abilities:** + Excellent organizational skills + Excellent written and verbal skills, including presentation skills + Strong computer skills including Microsoft Office suite + Detail oriented, able to multitask and meet deadlines + Self-motivated, able to work in a team and independently + Solid problem-solving, and interpersonal skills + Troubleshooting and problem resolution skills + Leads by example + Sense of urgency + Creative + Responds easily to changing demands **Qualifications** **Experience** **Required** + 5 years: Minimum 4 years' experience in the industry, or a related service industryMinimum two-year operational experience in the service(s) the account utilizes