Director of Information Technology & Customer Operations

Easyflyers Logistics Limited; Paris; Hybrid; EUR 180,000 - 280,000; Full time

Job summary

Global Time-Critical Logistics Provider seeks a Director of Information Technology & Customer Operations to lead the expansion and modernization of TCOS, the supplier compliance platform, and the global client portal. This senior role drives digital transformation across mission-critical workflows, ensuring uptime and regulatory compliance in a high-performance logistics environment.

The position also directly manages the Paris-based Customer Service team, aligning SLA performance with

Qualifications

• 15+ years of leadership experience within time-critical logistics or mission-critical supply chain environments.
• 10+ years in senior leadership roles overseeing time-critical operations and customer service teams.
• Proven track record managing high-performance operational environments where precision and reliability are essential.
• Proven experience leading enterprise operating systems supporting 24/7 time-sensitive logistics.
• Strong background integrating technology with real-time operational execution.
• Deep understanding of time-critical logistics models, KPI governance, SLA management, and regulatory frameworks (GDP, GxP, ISO).

Responsibilities

• Lead strategic expansion and modernization of the Time-Critical Operating System (TCOS) and automate dispatch, milestone tracking, exception management, and invoicing workflows.
• Oversee development and continuous improvement of the digital supplier compliance platform, including audit management and supplier performance scoring.
• Expand enterprise client portal capabilities with real-time tracking, KPI dashboards, analytics, and ERP/supply chain integrations.
• Develop and execute the global IT roadmap, evaluate emerging technologies (automation, AI, predictive analytics), and ensure cybersecurity and data governance.
• Directly manage the Paris-based Customer Service team, monitor KPIs (response times, SLA adherence), and oversee escalation management for key accounts.

Job description

Position Summary

The Director of Information Technology & Customer Operations is a senior leadership role responsible for the expansion, modernization, and continuous improvement of the company’s core Time-Critical Operating System (TCOS), supplier compliance platform, and global client portal.

This position drives digital transformation across mission-critical workflows, compliance monitoring, and client visibility, ensuring technological excellence within a high-performance, time-sensitive logistics environment.

In addition, the role directly manages the Customer Service team based in Paris, ensuring operational excellence, SLA adherence, and client satisfaction across global accounts.

Core Responsibilities

1. Time-Critical Operating System (TCOS) Strategy & Optimization

• Lead strategic expansion and modernization of the company’s operating platform.
• Improve automation across dispatch, milestone tracking, exception management, and invoicing workflows.
• Enhance system scalability to support global growth.
• Develop real-time performance dashboards and analytics tools.
• Ensure system resilience, uptime, and business continuity standards.

2. Supplier Compliance Application Leadership

• Oversee development and continuous improvement of the digital supplier compliance platform.
• Strengthen automated qualification, audit management, and supplier performance scoring.
• Ensure adherence to GDP, GxP, ISO, and internal governance frameworks.
• Enhance audit readiness and regulatory transparency capabilities.

3. Client Portal Expansion & Digital Experience

• Expand enterprise client portal capabilities including real-time tracking, KPI dashboards, and analytics.
• Improve user experience and customization features.
• Lead integration initiatives with client ERP and supply chain platforms.
• Position digital capabilities as a competitive differentiator.

4. IT Strategy & Digital Innovation

• Develop and execute the global IT roadmap aligned with corporate growth strategy.
• Evaluate emerging technologies including automation, AI, and predictive analytics.
• Ensure cybersecurity, data governance, and infrastructure integrity.
• Manage external vendors and system integrators.

5. Customer Service Leadership – Paris

• Directly manage and develop the Paris-based Customer Service team.
• Establish and monitor KPIs including response times, SLA adherence, and exception resolution.
• Drive a culture of urgency, accountability, and precision in time-critical environments.
• Support escalation management for high-value and mission-critical accounts.

Required Experience

• 15+ years of leadership experience within time-critical logistics or mission-critical supply chain environments.
• 10+ years in senior leadership roles overseeing time-critical operations and customer service teams.
• Demonstrated experience managing high-performance operational environments where precision and reliability are essential.
• Proven track record leading enterprise operating systems supporting 24/7 time-sensitive logistics.
• Strong background integrating technology with real-time operational execution.
• Deep understanding of time-critical logistics models, KPI governance, SLA management, and regulatory frameworks (GDP, GxP, ISO).

Reporting To: Executive Vice President (EVP)Company: Global Time-Critical Logistics Provider