Director of Customer Experience & Operations

ZIM Integrated Shipping Services; Virginia Beach (VA); Sur place; USD 120 000 - 150 000; Plein temps

Résumé du poste

ZIM Integrated Shipping Services in Virginia Beach seeks a Senior Operations Manager to ensure the department runs smoothly and delivers high-quality service to customers. You will lead a team, manage performance, and coordinate with cross-functional groups to meet company goals.

Responsibilities include monitoring daily activities, driving process improvements, and acting as the primary contact for escalated customer inquiries and issues, while aligning staffing with business needs.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 10-15 years related experience, including 10 years in a leadership or management role.
• 2-4 years of project management experience; PMP certificate – an advantage.
• Proficient in Microsoft Excel, Word and Outlook.
• Experience in shipping/FF is an advantage.

Responsabilités

• Monitor daily department activities via system reports.
• Escalate issues and resolve customer service problems.
• Report on metrics, hiring, alerts, and vessel/port schedules.
• Coordinate with traffic functions; secure ocean freight and shipments.
• Serve as the main contact for elevated customer service complaints.
• Improve workflows and communicate new procedures.

Connaissances

Leadership

Team management

Customer service

Problem solving

Formation

Bachelor's degree

Outils

Excel

Word

Outlook

Description du poste

ZIM Integrated Shipping Services in Virginia Beach seeks a Senior Operations Manager to ensure the department runs smoothly and delivers high-quality service to customers. You will lead a team, manage performance, and coordinate with cross-functional groups to meet company goals.

Responsibilities include monitoring daily activities, driving process improvements, and acting as the primary contact for escalated customer inquiries and issues, while aligning staffing with business needs.