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Flexport is a global commerce platform that enables companies of all sizes to move goods across 112 countries. The company processes over $19B in merchandise annually and serves nearly 10,000 clients and suppliers worldwide.
You will lead a regional Control Tower Service Delivery (CTSD) team as a key people leader within the Customer Care organization. Your primary focus is driving operational execution, customer excellence, and sustainable growth across your scope of responsibility in Asia Pacific.
Key responsibilities include:
**People Leadership & Strategic Oversight:**
- Manage, mentor, and inspire a regional team of CTSD program managers
- Develop talent through selective delegation, continuous feedback, and personalized coaching anchored in skills matrices and development plans
- Drive customer retention and satisfaction through high service quality and strategic engagement
- Collaborate cross-functionally with operations, gateway teams, commercial stakeholders, and business development to ensure alignment and pursue profitable growth
- Own P&L analysis and financial performance, deploying initiatives to optimize results and deliver against targets
- Champion process innovation to eliminate waste, enhance controls, and increase productivity
**Tactical Execution:**
- Ensure seamless, structured onboarding for new Control Tower accounts
- Enforce rigorous data quality controls, ensuring complete customer contact data, high-level data integrity, and accurate reporting
- Actively manage purchase order and shipment governance across your team and stakeholders
- Maintain close relationships with internal and external clients to gather feedback and resolve systemic challenges
- Review daily operational metrics, shipment milestone timeliness, and service levels to identify risks early
- Serve as the escalation lead for complex customer service issues, driving rapid resolution and proactive recovery
**Scope Areas:**
- Customer care development and growth management within your region
- Day-to-day execution of order management and shipment management workflows
- Operational governance and data quality assurance
- Client system maintenance and allocation management
- Leading daily stand-ups, retrospectives, and cross-functional syncs
**Requirements:**
- BA/BS degree required (Supply Chain, Logistics, or Business Administration preferred)
- Minimum 5+ years of experience in order/booking management Control Towers, freight forwarding, ocean logistics, or control tower customer care operations
- Proven track record in a people management role leading customer care or supply chain operations teams
- Deep operational knowledge of PO management, ocean logistics, and origin/destination workflows
- Ability to manage unit economics, analyze financial performance, and drive cost-to-serve efficiencies
- Skilled in building data quality controls, designing work processes, and establishing feedback loops
- Exceptional communication and stakeholder management skills
- Strong root-cause problem-solving ability using data metrics to identify trends and implement lasting solutions
- Customer excellence obsession with focus on long-term retention
- Strategic and commercial acumen connecting daily execution to P&L and business growth
- Continuous improvement mindset and collaborative, empathetic leadership style
- Strong time management balancing operational execution with strategic planning
