Senior Associate, Control Tower & Service Delivery

We are looking for a Senior Associate, Control Tower & Service Delivery to ensure service delivery of operational commitments and development plans for high-profile CT customers across all APAC regional origins.

The primary objective of this role is to develop and maintain expert knowledge of CT customer needs and solution offerings, maintain and improve documents for allocated accounts, and provide regular training and coaching to internal stakeholders/operators.

Key responsibilities include:

• Developing and maintaining expert knowledge of CT customer needs and solution offerings
• Maintaining, improving, and publishing documents for allocated accounts, including SOPs, instructions, vendor manuals, contact lists, and routing guides
• Ensuring awareness and understanding of customer-related processes and deliverables through regular training and coaching
• Establishing and maintaining the operational controlling environment in collaboration with data analysts to ensure near real-time visibility on KPIs and leading process measures
• Proactively identifying potential performance gaps and risks, and collaborating with country teams to perform CAPA and escalate structure issues or risks
• Organizing and conducting regular performance reviews
• Co-creating and delivering improvement initiatives based on the value roadmap with customers
• Building and maintaining strong, trust-based relationships with clients and our network through daily interactions

The work you will do includes:

• Monitoring production and process performance to ensure APAC teams deliver against agreed SLAs
• Collaborating with internal and external stakeholders to take corrective actions where necessary
• Reviewing and driving tactical/strategic initiatives to evolve relationships and unlock mutual values in close collaboration with CT product and tech teams
• Consulting with the Business Development and Implementation team to stay abreast of opportunities and facilitate resource planning
• Reviewing operational and financial performance of existing customers to improve service delivery and profitability
• Collecting and feeding back operational/system gaps to continuously evolve product systems, processes, and implementation methodology

The ideal candidate will have:

• A BA/BS degree
• Minimum 3+ years of experience in logistics, freight forwarding, supply chain, ocean carrier operations, or consulting, with ocean freight knowledge being a plus