Americas Control Tower Lead

Flexport; Guadalajara; On-site; MXN 900,000 - 1,350,000; Full time

Job summary

Flexport seeks a seasoned Manager, Americas Control Tower to lead ocean and air freight operations across North and Latin America from our Guadalajara office. You will drive standardized processes, quality controls, and scalable workflows for both pre-departure tasks and select post-arrival functions.

The role requires 5+ years in freight forwarding or supply chain and 3+ years of people management, with fluency in English and Spanish.

Qualifications

• BA/BS degree and/or 5+ years of experience in relevant freight forwarding, transportation, or supply chain roles
• 3+ years of people management experience in a relevant freight forwarding, transportation, or supply chain role required
• English and Spanish language fluency required, as the role requires professional-level Spanish for team leadership and shipper/carrier coordination
• In-depth knowledge of freight forwarding technology and platforms; experience partnering with product teams to deliver operational improvements
• Analytical, metrics-driven approach to problem solving; strong working knowledge of analytical tools (Looker, BI dashboards, AI, Google Suite/Microsoft Suite, etc.)
• Experience developing and enforcing SOPs in a high-volume operational environment
• Excellent communication, interpersonal, and organizational skills, including the confidence to represent Flexport directly to clients and carriers; ability to manage effectively across time zones and cultural contexts

Responsibilities

• Build, lead, and develop a team of Gateway Operators within the Americas Control Tower, able to execute across both ocean and air modes
• Serve as the primary leadership presence for the Americas Control Tower from day one; act as the bridge between Control Tower operators and regional Gateway leadership teams
• Establish clear escalation protocols, communication rhythms, and performance standards between the Control Tower and its regional counterparts
• Lead weekend and after-hours coverage planning for accounts requiring extended support
• Oversee exception management workflows: dwelling cargo, document discrepancies, milestone gaps, line holds, and carrier SLA resolution
• Ensure flexibility is maintained across ocean and air modes; gateway operators flex between modes based on volume and account needs
• Act as a client-facing escalation point for high-priority issues, partnering with Account Management and Demand to ensure client expectations are met and communicated clearly
• Partner with Americas ops leaders on outbound forecasting, terminal dwell, milestone accuracy, and timely carrier communication
• Develop and maintain SOPs for all Control Tower-managed functions; ensure consistent, repeatable, and compliant execution across modes and accounts
• Generate SLAs for the Control Tower team aligned with regional and company-wide goals
• Develop dashboards and reporting to measure team performance; support regional leadership in data-driven decisions on carrier strategy and account management
• Collaborate with Carrier Performance Management and Demand teams to surface insights from Control Tower-managed shipments
• Partner with product leaders to develop product strategy that supports Control Tower execution needs
• Plan for headcount, hire, grow, and manage a high-performing team as scope expands
• Identify and develop team leads from within the operator cohort as the Control Tower matures

Skills

English fluency

Spanish fluency

Freight forwarding knowledge

People management

SOP development

Education

BA/BS degree

Tools

Looker

BI dashboards

AI

Google Suite

Microsoft Office

Job description

Flexport seeks a seasoned Manager, Americas Control Tower to lead ocean and air freight operations across North and Latin America from our Guadalajara office. You will drive standardized processes, quality controls, and scalable workflows for both pre-departure tasks and select post-arrival functions.

The role requires 5+ years in freight forwarding or supply chain and 3+ years of people management, with fluency in English and Spanish.