Ground Freight CX & Operations SME

A.P. Moller - Maersk; Spring (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Maersk is seeking a Subject Matter Expert to advise across Customer Experience and Operations, ensuring process consistency, compliance, and productivity improvements. You will lead initiatives, support major customer implementations, and coordinate with product, CX, and regional teams to drive standardization and continuous improvement.

You will manage process documentation updates, act as a liaison for vendors, and participate in testing and rollout of new systems and processes, highlighting

Qualifications

• Experience as a SME or trusted advisor in CX/Operations.
• Ability to drive process improvements and standardization across teams.
• Strong collaboration with product, CX, and business stakeholders.

Responsibilities

• Provide expert guidance to stakeholders across the organization.
• Lead or support system/process implementations and rollouts.
• Act as gatekeeper for changes affecting CX productivity and customer impact.
• Coordinate with product and CX teams on feasibility and user acceptance testing.
• Maintain process documentation (QRG, IOP, SOP) in a central repository.

Skills

Process Improvement

DMAIC

Stakeholder mgmt

Systems knowledge

Tools

Loopio

Job description

Maersk is seeking a Subject Matter Expert to advise across Customer Experience and Operations, ensuring process consistency, compliance, and productivity improvements. You will lead initiatives, support major customer implementations, and coordinate with product, CX, and regional teams to drive standardization and continuous improvement.

You will manage process documentation updates, act as a liaison for vendors, and participate in testing and rollout of new systems and processes, highlighting