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Manager Service Delivery
hace 3 meses
- Drive consistent execution to meet Service Delivery requirements and expectations
- Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and collaborate with teams on actions to address identified gaps
- Utilize continuous improvement methodology in managing KPIs for the service delivery team
- Identify recurring service delivery interruptions & customer issues, conduct root cause analysis and resolve via appropriate corrective & preventive actions
- Key customer contact for Service Delivery (Operational) needs
- Collaborate with various areas of the business to drive standardization of best practices
- Lead and mentor direct reports providing regular feedback, coaching, and guidance based on performance, dashboards, and Personal Development Plans
- Ensure all assigned team members have a solid understanding of customer business objectives and the plans to achieve those objectives
- Ensure service delivery team has necessary resources for day-to-day operations
- Coordinate schedules for proper account coverage, including PTO, meals, and breaks
- Maintain and utilize Account Specific Onboarding for new team members
- Other duties or responsibilities as assigned based on team and/or country specific requirements
- 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 internationally)
- Bachelor's degree from an accredited college or university preferred
- Experience in 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 the 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 aligning personal and professional values with the company's mission, vision, and leadership framework
- Ability to work collaboratively within the business environment
- Values a diverse and inclusive work environment
- This role description aims to generally outline the nature and level of work for employees in this position. It is not exhaustive in listing all responsibilities and skills required.
- C.H. Robinson is an Equal Opportunity and Affirmative Action employer. We advocate for equality and celebrate the diversity in our employees, customers, and communities. Embracing diversity fosters innovation, boosts business growth, and cultivates engaged and thriving teams. We are dedicated to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.
