Job Title: Operations Manager – Global Control Tower (4PL)

Position Summary

The Operations Manager is responsible for managing and overseeing all activities associated with 4PL Control Tower functions across global customer operations. This role supports the expansion of operations from a local location to multiple international locations and ensures consistent execution of Control Tower processes. The position holder is accountable for all roles and responsibilities defined within the Control Tower blueprint and ensures operational excellence across global teams.

Key Objectives and Responsibilities

Global Operations Management

• Manage Global Operations functions including order management, shipment planning, customer service, and freight settlement within the Control Tower blueprint across multiple locations (e.g., Americas, Europe, Asia).

• Lead and support Operations Managers, Team Leaders, and Operations/Freight Settlement Specialists in alignment with the Integrated Logistics Business Process Model (BPM).

• Ensure successful achievement of all contractually agreed, customer-specific Control Tower KPIs, SLAs, and company performance targets.

• Take direct responsibility for delivering first-class customer service and operational performance.

Process, Systems, and Continuous Improvement

• Collaborate with cross-functional departments to integrate logistics operations with business systems, drive automation opportunities, and streamline end-to-end processes.

• Define and implement strategies to ensure operational metrics are clearly understood across global teams.

• Establish governance and cadence for Business Continuity Planning (BCP), capacity planning, training, and development programs across the operations organization.

Logistics & Operational Excellence

• Manage inbound and outbound logistics operations, including transportation and warehousing activities.

• Ensure strict adherence to Working Instructions (WI) and Standard Operating Procedures (SOPs) agreed with business management and customers.

• Supervise operational teams to ensure compliance with quality, productivity, and performance standards within agreed timelines.

• Plan and participate in internal and external quality audits, addressing customer or employee complaints and preventing deviations or non-conformities.

• Continuously monitor productivity, staffing levels, and cost efficiency using performance tools and dashboards (e.g., cost per order, productivity metrics, analytics platforms).

People Management & Administrative Responsibilities

(Applicable when leading a team)

• Recruit, hire, onboard, and train operational staff in line with organizational and customer requirements.

• Conduct and document regular team meetings and one-on-one performance discussions.

• Manage administrative tasks including leave management, attendance, working hours, and overtime.

• Lead all recruitment, interviewing, and hiring activities related to operational personnel.

• Ensure all employees complete mandatory and role-specific training programs.

• Conduct and document performance reviews and personal development plans in line with internal HR systems.

• Manage disciplinary processes in accordance with company policies, including terminations where required.

Quality, Safety, Health, Environment & Security (QSHE)

QSHE Functions

• Ensure training, communication, and application of QSHE+S policies, procedures, and guidelines related to operational activities.

QSHE Responsibilities

• Report any suspicious operations, including smuggling, money laundering, or activities posing risk to the organization.

• Maintain awareness and understanding of QSHE policies through training, evaluations, and knowledge assessments.

• Comply with occupational health and safety policies, internal regulations, and risk prevention standards related to job activities.

• Provide accurate and truthful information regarding personal health status when required.

• Adhere to all company safety, hygiene, and security standards.

• Actively participate in occupational risk prevention initiatives such as safety talks, workshops, and active breaks.

• Report unsafe acts, unsafe conditions, accidents, and incidents immediately through established reporting channels.

• Support environmental sustainability initiatives including energy and water conservation, waste management, and environmental awareness programs.

• Preserve environmental responsibility by minimizing negative impacts related to daily work activities.

• Maintain accurate operational documentation in compliance with Good Documentation Practices.

• Perform all activities in accordance with approved SOPs, Working Instructions, and QSHE-endorsed formats.

Key Stakeholders

Internal Clients

• Operational Teams

• Sales Teams

• Implementation Teams

• Customer Solutions Teams

• Business Systems Support

• Customer Analytics Teams

External Clients & Partners

• Customs Brokers

• Service Providers

• Supply Chain Experts

• Integrated Logistics Experts

• Freight Forwarders

Education & Qualifications

Minimum Requirements

• Bachelor’s degree in International Business, Supply Chain, Logistics, International Trade, or a related field

Preferred Qualifications

• Specialization in Supply Chain, Logistics, or International Trade

• Master’s degree in Business, Supply Chain Management, or Logistics

• MBA

Disclaimer

The responsibilities listed above are representative of the nature and level of work performed in this role. Management reserves the right to modify, add, or remove duties as required and to make reasonable accommodations to enable qualified individuals to perform essential job functions.