# Manager, Control Tower & Service Delivery

**Company**: Flexport
**Location**: Shanghai, China
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Logistics

**Apply**: https://job-boards.greenhouse.io/flexport/jobs/8201897?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_71966980-c3a

## Description

## Job Summary

We are seeking a Manager, Control Tower & Service Delivery to join our Customer Care organization as a key people leader, driving operational execution, customer excellence, and sustainable growth across Asia Pacific.

## Key Objectives

- Drive high levels of service quality, executing strategic customer engagement, and ensuring continuous improvement of processes and controls across the region.

- Lead, direct, and optimize a regional team, enabling customers to optimize their end-to-end supply chains through advanced purchase order (PO) management, booking management, and control tower service solutions.

- Utilize strong freight forwarding expertise and ocean market knowledge to drive continuous service improvements to ensure complete customer satisfaction and service delivery in line with global CT standards.

## Responsibilities

### People Leadership & Strategic Responsibilities

- Manage, mentor, and inspire a regional CTSD program manager team.

- Review daily trends, achievements, and operational challenges to set clear daily objectives and empower the team to meet them.

- Selectively delegate activities to give team members opportunities to expand their portfolios and gain new experiences.

- Provide continuous feedback, coaching, and guidance anchored in skills matrices and personal development plans.

- Focus on customer retention, satisfaction, and growth through high service quality.

### Tactical Responsibilities

- Ensure seamless, structured customer onboarding for new Control Tower accounts, establishing clear operational frameworks from day one.

- Enforce rigorous process controls to ensure complete and correct customer contact data, high-level data integrity, milestone timeliness, and accurate client reporting.

- Actively manage interfaces and data exchange across the team and key stakeholders to ensure effective, efficient purchase order and shipment management.

## Requirements

- Education: BA/BS degree required (Supply Chain, Logistics, or Business Administration preferred).

- Work Experience: Minimum 5+ years of experience in order/booking management Control Towers, freight forwarding, ocean logistics, or control tower customer care operations.

- Leadership Experience: Proven track record in a people management role leading customer care or supply chain operations teams.

## Nice to Have

- Experience in logistics, freight forwarding, supply chain, ocean carrier operations, or consulting (ocean freight knowledge is a plus).

- At least 2-3+ years in a people management role.

## Skills

- Order Management Expertise: Deep operational knowledge of PO management, ocean logistics, and origin/destination workflows.

- P&L & Financial Management: Ability to manage unit economics, analyze financial performance, and drive cost-to-serve efficiencies.

- Process Optimization & Control: Skilled in building data quality controls, designing work processes, and establishing feedback loops.

- Stakeholder Management & Negotiation: Exceptional communication skills to build alignment across clients, internal squads, and senior executive leaders.

- Root-Cause Problem Solving: Ability to leverage data metrics to identify operational trends, diagnose root causes, and implement lasting solutions.

## Skills

### Required
- Order Management
- P&L Management
- Process Optimization
- Stakeholder Management
- Problem Solving

### Nice to have
- Ocean Logistics
- Freight Forwarding
- Supply Chain Operations

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/flexport/jobs/8201897?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)