Operations Manager
2 weeks ago
Job Title: Senior Manager/Director
Overview:
In this role, you will lead Prozo's efforts to ensure client success and satisfaction by managing major accounts and overseeing a small team. You will drive client stabilization, handle escalations, and build strong relationships with senior stakeholders while working closely with the CEO's Office.
Key Responsibilities:
- Client Liaison: Serve as the primary contact for all client-related requirements and escalations, ensuring seamless service delivery.
- Account Reviews: Conduct regular, structured reviews of client accounts to assess service quality and identify improvement areas.
- NPS Management: Proactively gather and analyze Net Promoter Scores from clients, implementing strategies to maintain or enhance satisfaction levels.
- Account Growth: Strategically identify opportunities for cross-selling and up-selling to enhance service provision and client engagement.
- Escalation Resolution: Act as the first response to client escalations, coordinating with regional operations for thorough Root Cause Analysis and effective Corrective and Preventive Actions.
- Forecasting: Ensure timely sharing of business forecasts by clients to facilitate optimal service planning and execution.
- Standard Operating Procedures: Maintain and improve Standard Operating Procedures post-client onboarding, ensuring adherence and driving procedural enhancements as needed.
Requirements:
- Education: Bachelor's or higher degree in operations/supply chain management or a related field.
- Experience: At least 5 years in supply chain and logistics, including warehousing and logistics, with a minimum of 3 years in client management roles.
- Knowledge: Strong understanding of omni-channel/multi-channel warehousing and logistics operations, including Part Truck Load and Full Truck Load. Experience with D2C Freight is a plus but not mandatory.
- Leadership: Proven experience in leading and managing teams, with the ability to work effectively with senior leaders across different functions.
- Background: Candidates with experience in Third-Party Logistics (3PL) will be preferred.
- Skills: Excellent communication and analytical abilities, with a strong focus on problem-solving and strategic thinking.
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