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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 is reshaping the $10T logistics and freight forwarding industry through technology and operational excellence.
You will serve as the primary operational leader for Flexport's Control Tower (CT) order and booking management platform across APAC regional origins. Your core mission is to ensure service delivery of operational commitments and development plans for high-profile CT customers while driving continuous improvement in processes, systems, and customer relationships.
Key responsibilities include:
• Develop and maintain deep expertise in CT customer needs and solution offerings, serving as the trusted advisor for account strategy and execution.
• Maintain, improve, and publish comprehensive operational documentation (SOPs, instructions, vendor manuals, contact lists, routing guides) for all allocated accounts.
• Provide regular training, coaching, and guidance to internal stakeholders and operators to ensure full understanding of customer processes and deliverables.
• Establish and maintain an operational controlling environment in collaboration with data analysts, ensuring near real-time visibility into KPIs and leading process measures.
• Proactively identify performance gaps and risks; collaborate with country teams on corrective actions and escalate structural issues to global product and tech teams.
• Organize and conduct regular performance reviews with customers and internal teams.
• Co-create and deliver improvement initiatives based on customer value roadmaps in partnership with destination teams.
• Build and maintain strong, trust-based relationships with clients and internal network through daily interaction.
• Monitor production and process performance to ensure APAC teams deliver against agreed SLAs, collaborating with internal and external stakeholders on corrective actions.
• Drive tactical and strategic initiatives to evolve customer relationships and unlock mutual value in close collaboration with CT product and tech teams.
• Consult regularly with Business Development and Implementation teams to stay informed of new business opportunities and facilitate resource planning for successful onboarding.
• Review operational and financial performance of existing customers, seeking to improve service delivery and profitability through supply chain value engineering and revenue management.
• Collect and feedback operational and system gaps to continuously evolve Flexport's product systems, processes, and implementation methodology.
You will actively translate customer SLAs into gateway operations, simplify and standardize processes with an eye toward automation, and serve as a bridge between operations and product/tech teams to close gaps in systems and solutions. You will also collaborate with destination account executives and operations managers on value proposition articulation and upsell opportunities (e.g., FAK and buyer consolidation solutions).
Requirements:
• Bachelor's degree (BA/BS)
• Minimum 3+ years of experience in logistics, freight forwarding, supply chain, ocean carrier operations, or consulting
• Ocean freight knowledge is a plus
