Supervisor Service Delivery

C.H. Robinson Worldwide; Dubai; Hybrid; AED 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid Work Model with Flexi Hours

Employee Insurance Benefits

Paid time off

Paid Maternity & Paternity Leaves

Paid Public Holidays

Career development opportunities

Job summary

C.H. Robinson Worldwide in Dubai seeks a Supervisor Service Delivery to lead the execution of the service delivery strategy for an assigned customer portfolio.

You will drive service delivery excellence, enhance customer satisfaction, and manage a high-performing team with a focus on continuous improvement. The role requires coordinating with multiple areas of the business to standardize best practices and ensure SLAs are met while supporting the company’s objectives in the region.

Qualifications

• Minimum 3 years of experience in operations or customer service.
• Experience mentoring and coaching small project teams.
• Ability to travel up to 7.5% (domestically and internationally).

Responsibilities

• Drive service delivery strategy and ensure SLAs and customer objectives are met.
• Use analytics to identify gaps in service and implement corrective actions.
• Lead and develop the service delivery team with coaching and feedback.
• Coordinate with multiple business areas to standardize leading practices.
• Serve as the primary customer contact for operational needs.
• Foster continuous improvement and operational excellence across the function.

Skills

People management

Mentoring & coaching

Customer service

Travel readiness

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

We are seeking a Supervisor Service Delivery to join our Supply Chain Division (Robinson Managed Services) team in Dubai. In this role, you will be responsible for leading the execution of the service delivery strategy for an assigned customer portfolio, ensuring consistent achievement of customer expectations, service level agreements (SLAs), and business objectives. You will drive service delivery excellence, enhance customer satisfaction, and lead a high-performing team through effective people management and development. You will also champion operational excellence by fostering a culture of continuous improvement, optimizing processes, and delivering sustainable performance outcomes across the service delivery function.

Responsibilities

• Business Strategy: Drive consistent execution that meets Service Delivery requirements and expectations
• Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
• Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team
• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Key customer contact for Service Delivery (Operational) needs
• Collaborate with multiple areas of the business to drive standardization of leading practices
• Team Leadership: Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
• Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
• Ensure service delivery team has resources required to execute day-to-day operations
• Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
• Maintain and utilize Account Specific Onboarding for new team members
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications

• Minimum 3 years of experience in operations and or customer/client service facing role
• Experience mentoring and or coaching small project teams
• Ability to travel up to 7.5% (domestically and international)

Preferred Qualifications

• Bachelor’s degree from an accredited college or university
• Previous supervisory experience
• Experience executing businesses through Standard Practices and Operational Excellence methodologies
• Proficient 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 effectively in a highly responsive and professional manner
• 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
• Values a diverse and inclusive work environment

Benefits

• Employee Insurance Benefits
• Variable Pay based on position
• Hybrid Work Model with Flexi Hours
• Paid time off to manage work-life balance
• Paid Maternity & Paternity Leaves
• Paid Public Holidays
• Reward & Recognition Program
• Special Mobility Assistance
• Employee Wellness Initiatives
• Plus a broad range of career development, networking, and team-building opportunities

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.

Why Do You Belong at C.H. Robinson? C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses. As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world. For more information, visit us at www.chrobinson.com.