Ground Freight CX & Ops SME: Process & Systems Expert

APM Terminals; Charlotte (NC); On-site; USD 120,000 - 160,000; Full time

Job summary

Maersk is seeking a Subject Matter Expert to serve as a trusted advisor across Customer Experience and Operations. You will drive process improvements, ensure compliance, and lead system implementations while collaborating with product, stations, hubs, and CX teams.

You will coordinate training programs, manage governance, and act as the gatekeeper for changes to protect CX productivity, with a focus on continuous improvement and learning across the organization.

Qualifications

• Ability to drive process improvements using DMAIC and best practices.
• Strong stakeholder management across CX and Operations.
• Experience in developing and delivering trainings for systems and processes.

Responsibilities

• Provide expert guidance to stakeholders and share best practices across the organization.
• Apply DMAIC to assess processes, manage risks, and reduce revenue leakage.
• Lead or participate in system/process implementations and cross-functional rollouts.
• Act as gatekeeper to minimize negative CX impact during changes; coordinate UAT with Product and IT.
• Create and maintain process maps, SOPs, and QRGs; ensure updates in SME repository.
• Support business continuity with data reporting and customer advisories during issues.
• Collaborate on continuous improvements and ongoing learning within the team.
• Dedicate time to self-learning (minimum 2 hours per month); stay updated on industry trends.

Skills

Process Improvement

Stakeholder Engagement

Training & Coaching

DMAIC Methodology

Cross-Functional Collaboration

Tools

Loopio

Job description

Maersk is seeking a Subject Matter Expert to serve as a trusted advisor across Customer Experience and Operations. You will drive process improvements, ensure compliance, and lead system implementations while collaborating with product, stations, hubs, and CX teams.

You will coordinate training programs, manage governance, and act as the gatekeeper for changes to protect CX productivity, with a focus on continuous improvement and learning across the organization.