AIR & LCL Operations Control Tower Manager

This role is responsible for leading a team that delivers centralized operations for Air, LCL, and FCL customers, ensuring end-to-end shipment visibility, proactive issue resolution, and continuous process improvement. The incumbent will also drive automation, enhance data quality, and elevate customer experience through digital solutions, performance governance, and operational excellence.

• Job Purpose/Summary

  Maersk is undergoing a significant transformation to become a world-class, customer-centric organization, advancing its vision of truly Integrated Logistics. AIR & LCL are two strategic network products that require a strong global footprint and consistently high service quality.
  
  This role is responsible for leading a team that delivers centralized operations for Air, LCL, and FCL customers, ensuring end-to-end shipment visibility, proactive issue resolution, and continuous process improvement. The incumbent will also drive automation, enhance data quality, and elevate customer experience through digital solutions, performance governance, and operational excellence.

  Key Responsibilities

• Provide end-to-end shipment visibility through proactive tracking, delay monitoring, and exception management.
• Ensure service delivery governance, data quality, and compliance with operational standards.
• Conduct performance analysis and generate actionable insights for business teams.
• Drive root cause analysis (RCA) and implement corrective and preventive actions to address recurring operational issues.
• Analyze process inefficiencies and lead continuous improvement initiatives to enhance service performance and customer experience.
• Automate manual reporting and improve data accuracy through digital solutions and process standardization.
• Collaborate with Project, Business, EDI, and Operations teams to onboard customers and ensure seamless service setup.
• Prepare and present weekly, monthly, and quarterly business reviews, highlighting performance, customer impact, and improvement opportunities.
• Lead, coach, and develop the team by setting clear goals, driving accountability, and fostering a high-performance culture.
• Monitor productivity, service levels, and SLA adherence to ensure consistent operational excellence.

• Primary Internal Stakeholders

• Front Office Operations
• Product & Functional Leadership
• Business Process Excellence (BPE)
• Service Improvement Teams
• Finance Teams
• Transformation & Program Teams

• Primary External Stakeholders

• External Customers

• Education & Experience

• 10+ years of experience in Freight Forwarding, Logistics, or Supply Chain Operations.
• 5+ years of leadership experience.
• Proven experience in process optimization, operational excellence, and performance management.
• Experience working with senior business stakeholders in a matrix organization.

• Key Skills

• Excellent communication skills.
  Strong stakeholder management
• Hands-on Control Tower operational experience.
• Ocean Freight forwarding.
• Automation and reporting enhancement experience.
• Adaptability and continuous improvement mindset.
  Result-driven approach.

• Key Measures

• Customer satisfaction through service visibility.
• Timely delivery of operational KPIs and reports.
• Implementation of automation/digital initiatives.
• Improved CT team productivity and efficiency.
• Established Business Continuity Plan (BCP).
• Develop and maintain Business Continuity Plans (BCP) to ensure operational resilience and sustainable service delivery.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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