(HQ) Control Tower Operations Manager

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Role & Responsibilities:
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◼︎ 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

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Qualifications:
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◼︎ 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