Account Champion

Portless; Naperville (IL); On-site; USD 85,000 - 130,000; Full time

Job summary

Portless seeks an Account Champion to act as the Operational Architect and heartbeat of our top accounts. You will bridge North American growth strategy to flawless, scalable execution on the China and Chicago fulfillment floors, serving as a Logistics Diplomat.

You will own Jira service queues, leverage data storytelling to drive improvements, mentor FC staff, and collaborate with CS, Product, and Engineering to address bottlenecks and optimize performance.

Qualifications

• 3+ years in fulfillment, cross-border logistics, or account management
• Bilingual English and Mandarin
• Proficient with Jira, Slack, ERP, and WMS platforms
• Hands-on with non-bonded and bonded warehouse requirements
• Leadership in high-pressure peak seasons

Responsibilities

• Strategic liaison between North American leadership and China/US FC; influence strategy with on-ground insights
• Bridge strategy and execution to ensure scalable, error-free fulfillment
• Advocate for merchants; partner with CS, Product/Services, and Engineering to remove bottlenecks
• Translate operational expectations into codified SOPs and SLAs for scalable floors
• Lead and mentor FC staff in documentation excellence and time management
• Drive data storytelling and KPI tracking to justify operational changes
• Maintain Jira & WMS discipline to track and resolve merchant requests
• Promote cross-departmental collaboration to unify global response

Skills

Fulfillment

Cross-border logistics

Account management

Bilingual EN/Mandarin

Jira proficiency

Tools

Jira

Slack

ERP

WMS

Job description

The Role

At Portless, we don't just ship packages; we bridge the gap between global brands and their customers. As an Account Champion, you are the "Operational Architect" and heartbeat of our highest-priority accounts. You aren't just a translator; you are the strategic link that ensures North American growth strategy is converted into flawless, scalable execution on the China & Chicago fulfillment floors. You are a Logistics Diplomat—equally at home presenting performance data to executives as you are commanding authority on the warehouse floor.

Key Responsibilities

• Strategic Liaison & Risk Mitigation
• Bridge the Strategic Gap: Act as the primary conduit between North American leadership and the China & US FC. You don't just communicate strategy; you influence it by providing the "boots on the ground" reality
• The Feedback Loop: Serve as the internal advocate for the merchant. Identify recurring friction points on the floor and partner with CS, Product/Services, & Engineering to build systemic, software-based solutions that prevent future bottlenecks
• Cultural & Operational Translation: Ensure "unboxing" quality and delivery speed expectations are not just understood, but codified into the local FC's DNA
• Operational Prioritization & Leadership
• Workload Orchestration: Lead the FC floor in prioritizing daily tasks for Tier 1 & 2 Merchants. You hold the "Michelin Star" standard for our most valuable clients
• Dynamic Resource Allocation: Maintain a seat at the table with FC Management to shift labor and resources in real-time based on order volume surges and strategic urgency
• SOP & SLA Excellence: Act as the guardian of operational standards. You don't just follow SOPs; you rewrite them to ensure we are always moving toward a more scalable, "0-to-1" environment
• Data Storytelling & Queue Discipline
• Systems Mastery (Jira & WMS): Own the Jira service queues with 100% "in-system" discipline. Use these tools to ensure every merchant request is tracked and resolved
• Data-Driven Diplomacy: Move beyond anecdotal updates. Use throughput data and KPI tracking to prove value to merchants and justify operational changes to leadership
• Accountability & Mentorship: Lead and upskill junior FC team members in documentation excellence and time management
• Global Communication & Synergy
• Human-Centric Communication: Drive a culture of "Proactive Transparency." Move beyond automated notifications to provide thoughtful, human updates that build deep trust with North American Account Managers
• Cross-Departmental Leadership: Lead initiatives that break down silos between the FC, CS, and Engineering teams to ensure a unified global response to challenges

Required Qualifications

• 3+ Years of Experience: Proven track record in fulfillment, cross-border logistics, or account management (3PL experience is a must)
• Bilingual Capability: Native-level fluency in English and Mandarin is essential. You must be able to negotiate in the boardroom and the warehouse breakroom
• Technical Proficiency: Advanced experience with Jira, Slack, ERP, and WMS platforms. Ability to interpret data to find "the story" behind the numbers
• Warehouse Expertise: Hands-on experience with non-bonded and bonded warehouse requirements
• Leadership Presence: Proven ability to lead diverse teams through high-pressure "Peak Season" environments

Values & Ways of Working

• Extreme Ownership: You don't say "that's not my job." You own the package until it's in the customer's hands
• Strategic Boldness: You have the confidence to challenge a process if you know there is a faster, better way to serve the merchant
• Precision as Kindness: You understand that in global logistics, a 1% error rate is a failure. You obsess over the details so the merchant doesn't have to

Ideal Candidate Profile

You are frustrated by "good enough" and move with a sense of purposeful impatience. You understand the grit of a warehouse floor but can speak the language of a North American executive. You are looking for a "tour of duty" that allows you to prove your leadership on a global stage and paves the way for a future in Executive Operations or Global CS Leadership.