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Senior Manager, BPO & Shared Services

AIT Worldwide Logistics, Inc.
Remote, USA
Full-time
Senior · 10+ years experience
Remote
Discovered 1 months ago
Cargowise

Full Job Posting

  • Vendor and Partner Governance:
  • Manages strategic relationships with BPO partners and service providers, ensuring alignment with contractual obligations and performance expectations. Conduct regular business reviews, performance assessments, and improvement planning with vendors.
  • Strengthen governance frameworks to ensure transparency, compliance, and operational discipline.
  • Continuous Improvement:
  • Prioritize processes and identify redundancies in processes that can remove waste and reduce costs.
  • Lead Kaizen events; map processes (SIPOC, value stream), remove waste, standardize handoffs.
  • Partner with Automation & AI Analyst/RPA (if available) to target high volume, rule based activities.
  • Core Task and SLA & Throughout Management
  • Oversees and define daily production plans, queue priorities, and staffing rosters across BPO teams.
  • Manages and monitors cycle times for bookings, HAWB/MAWB creation, arrival notices, pre alerts, and milestone updates. (all agreed outsourced functions and tasks) with all BPO teams.
  • Run daily stand ups; publish EOD performance dashboards.
  • Process Governance
  • Manages a close alignment with both Global Compliance Teams and Global Quality Teams to ensure they are on target.
  • Implement standard input templates (e.g., carrier booking forms, shipper instructions) to reduce rework.
  • Ensure data integrity in TMS/ERP (e.g., Cargowise)
  • Keeps up to date with global compliance ensuring the teams are aware of compliance changes.
  • Tracks whether operational teams are meeting global standards and regulatory requirements.
  • Identifies gaps early and drives corrective actions.
  • Ensures audits, KPIs, and quality metrics stay on target.

• Exception & Escalation Handling

  • Manage internal & external Customer escalations with BPO teams, support internal escalations impacting service delivery, demurrage/detention risks. Etc. Operate tiered escalation paths with carriers, brokers, and origin/destination operations.
  • Leadership and Team Management: Lead, mentor, and develop a global team responsible for outsourced freight back office operations. Set performance expectations, build capability, and foster a culture of accountability, continuous improvement, and operational excellence. Ensure effective resource planning and talent development to support evolving business needs.
  • Performs other duties as assigned
  • Complies with all policies and standards

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