CX & Operations SME — Process & Systems Expert

Damco Spain SL; Charlotte, Northern (NC, KY); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Maersk Ground Freight seeks a Subject Matter Expert to act as a trusted advisor across Customer Experience and Operations. You will guide process improvements, share best practices, and ensure compliance while collaborating with product teams, stations, hubs, and legal/compliance functions.

You will drive system changes, govern process documentation, and support major customer implementations, shaping CX delivery across the organization.

Qualifications

• Subject matter expert with CX/Operations process knowledge.
• Experience applying DMAIC and process improvement methods.
• Ability to coordinate across global teams and functions.

Responsibilities

• Consult with stakeholders across CX and Operations to share expertise.
• Lead process improvement initiatives and ensure compliance.
• Coordinate system changes, testing, and training with product teams.
• Document updates to SOPs/QRG/IOP and maintain SME repository.
• Manage vendor relationships and support contract-related activities.

Skills

Process expert

Stakeholder management

Training delivery

Change management

Knowledge sharing

Tools

Loopio

Job description

Maersk Ground Freight seeks a Subject Matter Expert to act as a trusted advisor across Customer Experience and Operations. You will guide process improvements, share best practices, and ensure compliance while collaborating with product teams, stations, hubs, and legal/compliance functions.

You will drive system changes, govern process documentation, and support major customer implementations, shaping CX delivery across the organization.