Outline employee role accountabilities and expectations; manage performance to ensure productivity, quality, efficiency, and service objectives are achieved
Support the personal/professional development for assigned team. Coach and guide to improve performance and drive accountability. Provide timely feedback and problem-solving assistance via regular checkpoints and/or in response to situational needs. Understand development needs and create opportunities for experiences that support development needs
Clearly communicate operations objectives and team/individual performance metrics
Cascade communications on office, divisional and organizational initiatives to ensure employee’s understanding and alignment
Employ strong change management tactics to drive desired behaviors and results.
Partner with Talent Acquisition to establish a pipeline, recruit, select, and onboard qualified and diverse talent
Manage annual merit and equity programs for assigned team to align compensation with performance results
Encourage employee feedback through formal and informal channels. Acknowledge and take action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement
May participate and/or lead annual budgeting process for operations team
Business and Execution Management/Operations Leadership
Responsible for ensuring execution strategy is in line with business objectives
Align resources to support efficiency and effectiveness goals.
Establish a culture centered on quality, process, and efficiency to drive desired service levels at appropriate costs
Continuously evaluate processes for efficiency and effectiveness.
Work with peers and leadership to develop and implement operational strategies that deliver quality and where possible, remove friction and waste.
Monitor team productivity and quality results and adjust as needed.
Ensure service delivery standards are being achieved.
Review KPI’s to identify opportunities to maximize or improve operational performance
Ensure employee compliance to standard operating procedures and company policies
Develop and maintain effective relationships with internal stakeholders. As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changes
Remain current on business needs and changes and customer and/or carrier expectations. Partner on business development opportunities, problem resolution and work together on continuous improvement. Ensure operations teams are well-informed of business expectations and well-positioned to deliver. Serve as an operations subject matter expert. Contribute to and/or participate in customer facing initiatives; business reviews and continuous improvement initiatives as needed
Develop, maintain, and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements. Share observations, feedback and ideas to operations leadership
Leverage technology to improve efficiency; ensure an understanding of available tools and systems to advance work processes and automation. Work with operations leadership and internal stakeholders, including IT, to drive system changes to improve effectiveness and/or efficiency. Present suggestions or improvements to drive better performance
Maintain a strong understanding of all C.H. Robinson product offerings and modes
Required Qualifications
High School Diploma or GED
Minimum 5 years Global Forwarding operations experience
Minimum 2 years of experience leading and managing teams
Ability to travel, depending on position location
Preferred Qualifications
Bachelor’s degree from an accredited college or university
Previous customer service experience
Solid experience of C.H. Robinson’s services and operational processes
Extensive experience working on projects and initiatives with individuals outside of peer group
Experience or knowledge of operational excellence methodologies (i.e., Lean, Six Sigma, CSCP, etc.)
Knowledge of emerging technology and trends
Proficient in Microsoft Office Suite of programs
Demonstrated ability to lead, motivate and influence others, set a positive example, and create a productive, positive environment
Collaborative, adaptive leadership approach
Solid written and verbal communication skills with the ability to communicate an inspiring vision and engage and motivate a team to perform at their best
Proficiency in financial and operational performance metrics with the ability to understand and communicate them
Strong problem solving and conflict resolution skills
Lead change and employs a continuous improvement approach to their work
Proven track record for delivering process/continuous improvement and change management results
Ability to multitask and prioritize projects efficiently and effectively with superb attention to detail
