Manager, Service Quality

Location

Richmond, VA or Chicago, IL; This position will follow a hybrid work-from-home/office model with at least three days in the office weekly.

Role Summary

This position is responsible for NA region service quality oversight.  The three main areas of responsibility for this position are:

• Leading the North American Service Quality Program, working with key stakeholders to key performance indicators (KPIs) and metrics to monitor, evaluate, and enhance operational product performance.  

• Monitor vendor performance management programs, setting standards and driving accountability to ensure external partners meet critical service delivery and quality benchmarks.

• Supporting all other operational departments related to service quality matters, internal publishing, and service analytics.   

​The position requires to work horizontally across operational and commercial groups to maximize service quality. It requires a broad understanding of the container shipping industry operationally.  This position is expected to provide leadership for the organization thus very strong leadership and intercultural communication skills will be required to drive results. Strong analytical and project management skills are also required.

Additional Responsibilities

• Performing data analysis of service quality anomalies and trends to adjust to market conditions and minimize service failures. 

• Assist in facilitating service quality council .

• Planning and executing strategy for short, medium- & long-term needs.

• Communicating complicated messages and recommendations in compelling ways to senior levels within the business. 

• Provide detailed explanations about the service quality performance to ONE NA board members as well as the management in overseas Global Headquarters periodically.

• Encouraging people to share knowledge/information cross-functionally.

Core Required Skills and Competencies

• Strong understanding of key matrixes related to container shipping industry

• Strong operational understanding of container service standards

• Strong decision-making and problem solving skill       

Function Specific Skills

• Ability to work cooperatively with other departments including offices worldwide    

• Strong project management experience

• Strong business process experience

• Strong communication and presentation skills​

• Strong proficiency in ONE Business Intelligence Tools such as Looker and OPUS​

• ​Strong proficiency in MS applications: Excel, Word, and Access

• Advanced and detailed analytical knowledge of Appscript, Pivot Tables, and other pertinent functions in Googlesheets strongly preferred

• M&R, intermodal rail & truck, equipment control, terminal and/or other container shipping operations background

Required Minimum Years Experience

• 5+ years of industry-related experience

• 2+ years of management experience

Required Minimum Education

• Bachelor’s degree preferred