Senior Manager, Performance and Improvement, Asia

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Senior Manager Network Performance and Improvement - Asia

 

The opportunity:

The role of the Senior Manager Network Performance & Improvement is a critical part of making Flexport’s mission to make global trade easy for everyone a reality. Flexport today connects almost 10,000 clients and suppliers across 109 countries. In this role, you will drive the performance and growth of our network in your respective region. You develop and execute a long term strategy on where and how flexport needs to serve our customers with the best possible proposition and optimal/competitive processes. Most importantly, you will play a pivotal role in building our future operating model at Flexport: allowing us to effectively scale to achieve our mission of making global trade easier for everyone.

 

This role is designed to develop and deploy a successful ground network infrastructure. The network is Flexport’s vital backbone for all Air, LCL and Road Network shipments. You will also be responsible for the overall quality of the network (ie. On time Performance, Damages, etc) You will need to develop processes from the ground-up, drive global standardisation, build tech requirements and implement systems to help drive efficiencies, and continually look for ways to improve network operations quality across your continent.



Tactical Responsibilities:

As a Network Performance & Improvement leader, you are an expert in what is needed to execute the end-to-end movement of shipments in your continent, and across the globe. 

  • You will hire, coach and develop a high-performing team of data and process experts responsible for the end-to-end quality of our consolidated freight operations. 
  • You will prioritize the career progression of your team and build in the right dynamics for success of both the individuals and the group. 
  • You will personally represent Flexport’s value proposition by recommending and implementing supply chain solutions for new locations, clients and opportunities to SCO, TLM and account management teams.
  • You will guard the “front line” in ensuring the highest standard of Flexport quality: setting the right processes and metrics and providing support to our Gateway Operations leaders to ensure shipments move “on-time” and exceptions are resolved quickly and appropriately. You will be responsible for meeting internal KPIs and SLAs that demonstrate quality delivery in relevant business areas.
  • You will work closely with your peers and Data Analytics team to set-up long term data optimisation modeling, run deep analysis on to reach the optimum for Flexport. 
  • You will work closely with your counterparts in the other regions to design, pilot, test and roll out new product lines, processes and tech initiatives, ensuring standardization and efficiency gains are achieved across all regional teams in line with our OKRs. 
  • Monitor and uphold Flexport’s quality assurance standards: Plan, execute, and oversee inspection of end-to-end shipment operations workflow, to ensure quality conformance to quality standards and stakeholder expectations
  • Provide reports, analyses, and data-driven insights on reported quality issues to ensure issue resolution and future error-prevention. Propose improvements to suboptimal and nonconformance processes through quality excellence approaches such as value stream mapping and root cause analysis 
  • Develop new performance standards, taking inputs from cross-functional stakeholders and customer feedback, and generate insights for continuous improvement for implementation across all departments. Update company operational procedures to reflect such process changes.
  • Provide training and support to Operations team on processes, quality standards and QA activities, to ensure company-wide quality performance

 

Adaptive Responsibilities:

  • You will work with gateway and global management to ensure the right metrics and data are in place to empower your regional team to deliver great performance. 
  • You will be responsible for monitoring and improving overall quality while maintaining a high level of client satisfaction.
  • You will help design and implement operational infrastructure and procedures in the team you oversee while constantly identifying and executing on opportunities to realize optimal efficiency and productivity.
  • You will empower your team to prioritize and align on key initiatives, experiment with the best ways to drive growth and maintain high on-the-job motivation.
  • You will support the regional leadership and global management to build a growth plan for your own region
  • You will build trusting relationships and strive for high satisfaction levels from the Client Solutions team. You will work with Account Management to design and iterate on effective feedback loops to ensure client needs are met. 
  • You will act as the regional strategic consultant to your global counterparts, product & engineering and the  regional supply chain operations.

 

What you will need:

 

Experience:

  • BA/BS degree, MBA is a plus
  • Minimum 10+ years of experience in logistics, freight forwarding, supply chain, ocean carrier operations, operations at a high growth organization, or consulting firm.
  • Proven track record of successful program management, project management, continuous improvement, and ground-up process design.
  • Strong Data Analytics skills and a firm understanding of how to turn data into action, driving measurable improvement in operations in collaboration with front line managers.

 

Mindset: 

We’re looking for folks that have:

  • Excitement to manage relations and create a best-in-class operational structure
  • Demonstrated ability to lead teams in day-to-day execution and continuous process improvement not only for your own team but also at a broader organizational level
  • Hands-on, process-oriented, structured thinker with strong problem-solving capabilities 
  • Strategic vision and ground floor execution
  • Excellent communication, interpersonal and organizational skills
  • Client service mindset - obsessed with client and squad happiness
  • A mastery of internal and external communication
  • Courage to challenge the status quo when logic and reason require it. See something broken? Fix it!
  • The desire to lead, train and develop up and coming industry talent
  • A "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry.