Manager, Control Tower & Service Delivery

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.