Manager Service Delivery

The Manager Service Delivery is responsible for the execution of TMC’s Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes responsibility for Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management and Service Delivery “Operational Excellence” via Continuous Improvement approach.

Job Description

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists 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 & service gaps, and work with teams on actions to address identified gaps
• Utilization of continuous improvement methodology in management of KPIs for the Service Delivery team
• Identify recurring Service Delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Key customer contact for Service Delivery (Operational) needs 
• Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership:

• Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
• Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
• Ensure Service Delivery team has resources required to execute day-to-day operations
• Coordinate schedules to ensure proper account coverage.  Examples of but not limited to PTO, meals, breaks
• Maintaining and utilizing Account Specific Onboarding for new team members
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High school diploma or GED
• A blend of education and work experience may be considered
• Minimum 5 years of experience in operations and/or customer/client service facing role
• Minimum 2 years of leading and managing teams
• Ability to travel up to 10% (domestically and international)

Preferred:

• Bachelor’s degree from an accredited college or university preferred
• Experience executing businesses through Standard Practices and Operational Excellence methodologies
• Advanced proficiency in Microsoft Office Suite of programs
• Strong problem-solving and conflict resolution skills
• Ability to adapt and lead in a fast-paced environment
• Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
• Strong business acumen
• Ability to develop strong working relationships, both internally and externally
• High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
• Ability to work collaboratively within the business setting
• Values a diverse and inclusive work environment

Disclaimer:

• This job description is intended to generally describe the nature and level of work to be performed by employees in this position.  It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Equal Opportunity and Affirmative Action Employer

• C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We believe this increases creativity and innovation, drives business growth, and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.

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.

Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.