CH Robinson is seeking a Manager, Service Delivery responsible for executing TMC's Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes ensuring Service Delivery Excellence, Customer Satisfaction, Personnel Development and Management, and Operational Excellence through a Continuous Improvement approach. The duties and responsibilities of this position consist of, but are not limited to, the following:
Business Strategy
- Drive consistent execution that meets Service Delivery requirements and expectations.
- Leverage Operations Dashboards and internal analytics to understand areas of service excellence and service gaps, and work with teams to address identified gaps.
- Utilize continuous improvement methodology to manage KPIs for the service delivery team.
- Identify recurring service delivery interruptions and customer issues, drive root cause analysis, and resolve via appropriate corrective and preventive actions.
- Serve as the key customer contact for Service Delivery (Operational) needs.
- Collaborate with multiple areas of the business to drive standardization of leading practices.
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Team Leadership
- Lead and mentor direct reports, providing regular feedback, coaching, and guidance based on performance, dashboards, and Personal Development Plans.
- Ensure that all assigned team members have a solid understanding of customer business objectives and the plans to attain those objectives.
- Ensure the service delivery team has the resources required to execute day-to-day operations.
- Coordinate schedules to ensure proper account coverage, including PTO, meals, and breaks.
- Maintain and utilize Account-Specific Onboarding for new team members.
- Perform other duties or responsibilities as assigned according to team and/or country-specific requirements.
Qualifications
Required
- High school diploma or GED.
- A combination of education and work experience may be considered.
- Minimum of 5 years of experience in operations and/or a customer/client-facing role.
- Minimum of 2 years of experience leading and managing teams.
- Ability to travel up to 10% domestically and internationally.
Preferred
- Bachelor's degree from an accredited college or university.
- Experience executing businesses through Standard Practices and Operational Excellence methodologies.
- Advanced proficiency in Microsoft Office Suite.
- Strong problem-solving and conflict resolution skills.
- Ability to adapt and lead in a fast-paced environment.
- Strong interpersonal, communication, and presentation skills, with the ability to communicate effectively in a highly responsive and professional manner.
- Strong business acumen and ability to develop effective working relationships internally and externally.
- High level of integrity, aligning personal and professional values with the company's mission, vision, and leadership framework.
- Ability to work collaboratively within a business setting.
- Values a diverse and inclusive work environment.
Disclaimer: This job description is intended to outline the general responsibilities and qualifications of this position. It is not an exhaustive list of all duties, responsibilities, or qualifications required. Responsibilities and qualifications may change based on the needs of the team or organization.
CH Robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.
Benefits
We offer a competitive benefits plan above the Mexican Labor Law. This includes life and medical insurance, a Wealth Accumulation Plan (Plan de Pensiones), an Employee Stock Purchase Plan, and among others, the opportunity to prosper in a Fortune 500 company.