C.H. Robinson is seeking a Manager Global Service Delivery to lead the overall management and execution of Robinson Managed Solutions’ Service Delivery strategy for an assigned global customer or customer portfolio, ensuring alignment with customer SLAs and expectations. In this key role, you will be responsible for driving Global Service Delivery Excellence and Customer Satisfaction, developing and leading high-performing teams on a global scale, and delivering Operational Excellence through continuous improvement initiatives and a global mindset.
At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with your peers five days a week, fostering creativity and producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.
Responsibilities:
The duties and responsibilities of this position consists of, but are not limited to, the following:
- Understand global Service Delivery requirements & expectations and drive consistent execution that meets those expectations
- Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with global teams on actions to address identified gaps
- Utilization of "Operational Excellence” in management of KPIs for the global service delivery team
- Lead and mentor global direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
- Management of other people manager, direct or indirect and in other regions
- Lead processes, project management, and operations across multiple regions
- Active utilization of Manager Effectiveness Toolkit
- Ensure that all assigned team-members have a solid understanding of customer global business objectives and the plans to attain those objectives
- Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
- Key customer contact for Service Delivery needs
- Collaboration across different areas of the business to drive standardization of leading practices
- Ensure global service delivery team has resources required to execute day-to-day operations
- Ensuring the utilization of Account Specific Onboarding for new team members in all regions
Required Qualifications:
Required:
- High School Diploma or GED
- Minimum 6 years of professional experience in Logistics or Supply Chain Management Operations
- Minimum 3 years of direct or indirect Management experience
- Ability to travel up to 10% (domestically / international)
- Flexibility in work schedules to work across global regions
Preferred Qualifications:
Preferred:
- Bachelor’s degree from an accredited college or university
- Experience executing businesses through Standard Practices and Operational Excellence methodologies
- Advanced proficiency in Microsoft Office Suite of programs
- Strong problem-solving and conflict resolution skills
- Ability to adapt and lead in a fast-paced environment
- Strong interpersonal/communication and presentation skills, with ability to communicate clearly and effectively in a highly responsive and professional manner
- Strong business acumen
- Ability to develop strong working relationships, both internally and externally
- High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
- Ability to work collaboratively within the business setting
- Ability to lead and coach service delivery personnel including other people managers
- Values a diverse and inclusive work environment
Equal Opportunity
C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide additional company benefits plan that matter to you most, including life and medical insurance/ Critical illness, accident death and disability Insurance, Paid time off (PTO), Paid Sick Leave, Holiday Allowance and among others, the opportunity to prosper in a Fortune 500 company.