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Flexport is a global trade platform that simplifies commerce across 112 countries, moving over $19B in merchandise annually. The company is building an operating system for global trade with innovative technology and exceptional talent.
The Operations Manager, Americas Control Tower leads execution strategy for ocean and air freight operations across North and Latin America from Flexport's Guadalajara office. This is a hands-on leadership role responsible for driving operational excellence through consistent process execution, quality management, and standardization across regions. The role oversees daily team performance, ensuring accuracy, timeliness, and adherence to service standards while developing scalable, repeatable processes that enhance efficiency.
Key responsibilities include:
**Team Leadership & Control Tower Development**
- Build, lead, and develop a team of Gateway Operators within the Americas Control Tower, executing across ocean and air modes
- Serve as primary leadership presence for the Americas Control Tower; bridge between operators and regional Gateway leadership
- Establish escalation protocols, communication rhythms, and performance standards
- Lead weekend and after-hours coverage planning for accounts requiring extended support
**Operational Performance**
- Oversee exception management workflows: dwelling cargo, document discrepancies, milestone gaps, line holds, and carrier SLA resolution
- Ensure flexibility across ocean and air modes; manage operator allocation based on volume and account needs
- Act as client-facing escalation point for high-priority issues, partnering with Account Management and Demand
- Partner with Americas ops leaders on forecasting, terminal dwell, milestone accuracy, and carrier communication
**Process, Standards & Scalability**
- Develop and maintain SOPs for all Control Tower-managed functions
- Generate SLAs aligned with regional and company-wide goals
**Stakeholder Partnership & Reporting**
- Develop dashboards and reporting to measure team performance
- Collaborate with Carrier Performance Management and Demand teams to surface insights
- Partner with product leaders on Control Tower strategy
**Hiring & Team Growth**
- Plan headcount, hire, and manage a high-performing team as scope expands
- Identify and develop team leads from within the operator cohort
**Requirements:**
- BA/BS degree and/or 5+ years of experience in freight forwarding, transportation, or supply chain roles
- 3+ years of people management experience in freight forwarding, transportation, or supply chain role (required)
- English and Spanish language fluency required; professional-level Spanish essential for team leadership and shipper/carrier coordination
- In-depth knowledge of freight forwarding technology and platforms; experience partnering with product teams
- Analytical, metrics-driven approach to problem solving; strong working knowledge of analytical tools (Looker, BI dashboards, AI, Google Suite/Microsoft Suite)
- Experience developing and enforcing SOPs in high-volume operational environments
- Excellent communication, interpersonal, and organizational skills; ability to represent Flexport to clients and carriers; ability to manage across time zones and cultural contexts
**Preferred Qualifications:**
- Portuguese language proficiency
- Ability and willingness to travel to the US as needed
Flexport welcomes candidates from diverse backgrounds and invests in education through Flexport Academy, a one-week intensive onboarding program.
