Manager, Control Tower & Service Delivery

Flexport

Standort: Shanghai, China, Netherlands

About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us. The opportunity: The role of Manager, Control Tower Service Delivery (CTSD) is a critical part of making Flexport’s mission to make global trade easy for everyone a reality. Flexport today connects almost 10,000 clients and suppliers across 109 countries. In this role, you will join our Customer Care organization as a key people leader, driving operational execution, customer excellence, and sustainable growth across your scope of responsibility. You will lead, direct, and optimize a regional team, enabling our customers to optimize their end-to-end supply chains through advanced purchase order (PO) management, booking management, and control tower service solutions. Utilizing your strong freight forwarding expertise and ocean market knowledge, you will drive continuous service improvements to ensure complete customer satisfaction and service delivery in line with global CT standards. Your success is measured by your ability to drive customer retention, maintain best-in-class data quality, optimize the cost-to-serve, and scale high-performing operational teams across Asia Pacific. Your primary objectives are driving high levels of service quality, executing strategic customer engagement, and ensuring continuous improvement of processes and controls across the region. You will do this in close collaboration with internal operational, commercial, product, and gateway stakeholders while focusing on the following key objectives: People Leadership & Strategic Responsibilities Team Leadership & Empowerment: Manage, mentor, and inspire a regional CTSD program manager team. Review daily trends, achievements, and operational challenges to set clear daily objectives and empower your team to meet them. Talent Development & Delegation: Selectively delegate activities to give team members opportunities to expand their portfolios and gain new experiences. Provide continuous feedback, coaching, and guidance anchored in skills matrices and personal development plans. Customer Engagement & Growth: Focus on customer retention, satisfaction, and growth through high service quality. Partner closely with commercial key stakeholders, sea logistics leads, and regional management to continuously optimize the customer experience. Cross-Functional Collaboration: Engage daily with operations, gateway teams, and business development peers to ensure seamless cross-functional alignment, drive customer retention, and pursue profitable growth across targeted trade lanes. Financial & P&L Oversight: Accountable for analyzing team P&L, deploying strategic initiatives to optimize performance, and delivering against all financial targets and strategic objectives for APAC. Process Innovation & Improvement: Regularly explore innovative operational ideas, establish team consensus, and execute process improvements that eliminate waste, enhance controls, and increase productivity. Tactical Responsibilities Best-in-Class Onboarding: Ensure seamless, structured customer onboarding for new Control Tower accounts, establishing clear operational frameworks from day one. Data Quality & Reporting Excellence: Enforce rigorous process controls to ensure complete and correct customer contact data, high-level data integrity, milestone timeliness, and accurate client reporting. PO & Shipment Governance: Actively manage interfaces and data exchange across your team and key stakeholders to ensure effective, efficient purchase order and shipment management. Stakeholder Relationship Management: Maintain close relationships with internal and external clients as well as senior stakeholders to gather feedback, identify operational gaps, and resolve systemic challenges. Milestone & Trend Analysis: Start each day reviewing operational metrics, shipment milestone timeliness, and service levels to spot risks early and deploy preventive solutions. Operational Escalation Checkpoint: Serve as the key escalation lead for complex customer service issues, driving rapid issue resolution and proactive service recovery. Scope of Duties 1. Customer Care & Growth Management Own, monitor, and drive all CT customer care development activities within your scope. Build direct, high-trust relationships with key client counterparts and internal commercial leads. Conduct regular service reviews to evaluate performance against customer SLAs and strategic goals. 2. Purchase Order & Shipment Execution Oversee day-to-day execution of order management (OM) and shipment management workflows. Ensure accurate data flow across client systems, internal operational tools, and gateway interfaces. Identify and eliminate operational bottlenecks that impact PO visibility or shipment progress. 3. Operational Governance & Data Quality Establish robust auditing mechanisms to maintain data quality and milestone accuracy. Ensure strict adherence to global CT operating procedures and regional compliance standards. Drive automated reporting and system usage to reduce manual workloads for the customer care team. 4. General Duties Lead daily stand-ups, team retrospectives, and cross-functional syncs to keep teams aligned. Support regional leadership on broader supply chain, software capability, and operational enhancement projects. Live and act with integrity, guided by company values to maintain a high bar for operational quality and service excellence. What you will need Experience: Education: BA/BS degree required (Supply Chain, Logistics, or Business Administration preferred). Work Experience: Minimum 5+ years of experience in order/booking management Control Towers, freight forwarding, ocean logistics, or control tower customer care operations. Leadership Experience: Proven track record in a people management role leading customer care or supply chain operations teams. Mindset: Customer Excellence Obsession: Deeply focused on delivering outstanding client experiences and driving long-term customer retention. Strategic & Commercial Acumen: Ability to connect daily operational execution with P&L performance, commercial strategy, and business growth. Continuous Improvement Drive: Passionate about refining workflows, eliminating manual friction, and adopting innovative ideas to scale operations. Collaborative & Empathetic Leader: Skilled at coaching, delegating, and fostering an empowered team environment while maintaining high accountability. Strong Time Management: Highly organized with the ability to balance daily operational firefighting with long-term strategic planning. Skills: Order Management Expertise: Deep operational knowledge of PO management, ocean logistics, and origin/destination workflows. P&L & Financial Management: Ability to manage unit economics, analyze financial performance, and drive cost-to-serve efficiencies. Process Optimization & Control: Skilled in building data quality controls, designing work processes, and establishing feedback loops. Stakeholder Management & Negotiation: Exceptional communication skills to build alignment across clients, internal squads, and senior executive leaders. Root-Cause Problem Solving: Ability to leverage data metrics to identify op

Manager, Control Tower & Service Delivery

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