Ground Freight CX & Process Excellence SME

A.P. Moller - Maersk; Santa Fe Springs (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Maersk is seeking a Subject Matter Expert to support the Maersk Ground Freight (MGF) organization. You will serve as trusted advisor across Customer Experience and Operations, guiding process improvements, system changes, and training while ensuring compliance and productivity.

You will collaborate with product teams, stations, hubs and CX colleagues to deliver consistent operations, manage risks, coordinate testing, and document changes in SOPs and QRGs, while acting as gatekeeper for customer

Qualifications

• Provide expert advice and guidance to stakeholders across the organization.
• Lead and participate in system/process implementations and changes.
• Apply the DMAIC methodology to improve processes and manage risks.
• Coordinate testing and training for CX systems and processes.
• Maintain documentation in SOPs/QRGs and SME central repository.

Responsibilities

• Serve as trusted SME for CX and operations teams.
• Act as gatekeeper for changes to protect CX productivity.
• Coordinate UAT and liaise with product and CX teams.
• Develop training programs with Learning and Development.
• Maintain process catalogues and SOPs across business units.
• Manage vendor relationships to ensure service delivery.

Skills

Stakeholder mgmt

Process improvement

DMAIC methodology

Training design

UAT coordination

Cross-functional collaboration

Tools

Loopio

NYSHEX

Norton Lilly

Emodal

PayCargo

INTTRA

Naviero

Job description

Maersk is seeking a Subject Matter Expert to support the Maersk Ground Freight (MGF) organization. You will serve as trusted advisor across Customer Experience and Operations, guiding process improvements, system changes, and training while ensuring compliance and productivity.

You will collaborate with product teams, stations, hubs and CX colleagues to deliver consistent operations, manage risks, coordinate testing, and document changes in SOPs and QRGs, while acting as gatekeeper for customer