Ground Freight Process Excellence SME | CX & Ops

A.P. Moller - Maersk; Charlotte (NC); On-site; USD 100,000 - 150,000; Full time

Job summary

Maersk is seeking a Subject Matter Expert to advise and drive improvements across Customer Experience and Operations. You will champion process knowledge, systems expertise, and business continuity while coordinating with product teams, hubs, stations, and legal teams.

Your role emphasizes cross-functional collaboration, training support, and ensuring compliant, scalable CX system implementations across the organization.

Qualifications

• DMAIC methodology experience to assess and enhance processes.
• Stakeholder management across CX/Operations/Regional levels.
• Strong governance and compliance mindset for process changes.

Responsibilities

• Provide expert guidance to stakeholders across the organization.
• Lead or participate in system/process implementations and changes.
• Act as gatekeeper to prevent negative impact to CX productivity and customer experience.
• Coordinate user acceptance testing and collaboration with Product during system changes.
• Maintain and update process maps, SOPs, and related documentation in central repositories.
• Drive business continuity planning and timely communication of status and mitigations.

Job description

Maersk is seeking a Subject Matter Expert to advise and drive improvements across Customer Experience and Operations. You will champion process knowledge, systems expertise, and business continuity while coordinating with product teams, hubs, stations, and legal teams.

Your role emphasizes cross-functional collaboration, training support, and ensuring compliant, scalable CX system implementations across the organization.