Key job responsibilities
Product Implementation & Go-to-Market: Partner with cross-functional stakeholders to develop go-to-market strategies. Own end-to-end product launch implementation — from UAT coordination and SOP development through training and post-launch stabilization.
Operations Ownership & Customer Experience: Own operational execution for assigned workflows. Manage performance metrics (SLA compliance, quality, productivity) to drive customer experience improvements. Serve as the escalation point — triage issues, coordinate resolution, and minimize customer impact. Deliver performance reports to senior leadership.
Automation & Tooling: Manage the centralized automation function; prioritize and deliver tools based on impact and strategic alignment. Maintain quality standards and drive automation adoption to reduce manual effort.
Partner & Customer Enablement: Deliver domain-specific training and serve as the subject-matter expert at customer-facing events. Create technical content for regulatory updates and product changes.
Capacity Planning & Continuous Improvement: Own capacity planning, productivity metrics, and improvement initiatives through process redesign and automation.
People Management: Lead and develop high-performing teams; set clear expectations and build career pathways that support the team's evolution toward higher-value functions.
Basic qualifications
- 5+ years of working cross functionally with tech and non-tech teams experience- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
Preferred qualifications
- Experience managing, analyzing and communicating results to senior leadership- Experience in trade compliance, customs operations, customs brokerage, supply chain, logistics or similar
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