Manager Mission Critical U.S.

Purolator International; United States; On-site; USD 106,000 - 120,000; Full time

Benefits offered by this job

Medical & Rx coverage

HSA (employer funded)

Dental & Vision

Disability & Life Insurance

Retirement Plan 50% Match up to 8%

Annual Bonus

Paid Time Off

Paid Holidays

Parental Leave

Military Leave

Tuition Assistance

Wellness Program

Identity Theft Protection

Pet Insurance

Job summary

Purolator International, a leading U.S. based supply chain logistics provider, seeks a Manager of Mission Critical Operations & Customer Service.

You will lead the Mission Critical Customer Service team, oversee 24/7 operations, and ensure exceptional client communications, escalation handling, and SOP execution for high-visibility shipments. The role emphasizes cross-functional collaboration with Network, Solutions, IT and Finance, with a demanding focus on continuous improvement, KPI

Qualifications

• 10+ years experience leading Customer Service teams supporting premium, expedited, domestic, and international Mission Critical transportation operations.
• Experience managing time-critical air and ground transportation solutions, including Next Flight Out (NFO), air courier, and ground courier services.
• Proven ability in escalation management, client communication during critical events, and service recovery.

Responsibilities

• Ensure clients receive professional, consistent communication aligned with 15/15/30 expectations.
• Support key client meetings, communicate real-time updates during escalations, negotiate solutions, manage expectations, prepare corrective actions, support rate discrepancy resolution, coordinate client training and guide client-specific SOP development for high-visibility accounts and unique requirements.
• Partner with Network and Solutions teams on routing strategy, carrier/agent SOP development, Mission Critical service expectations, agent/carrier SLA feedback, communication quality, exception handling and routing optimization.
• Work with Costing/Billing to validate quotes versus invoices, resolve rate discrepancies, provide recommendations, participate in shipment reviews and support documentation or justification requirements.
• Collaborate with leadership, IT and cross-functional partners on PRISM enhancements, technical support coordination, reporting, dashboards, automation, SLA tracking, volume and exception reporting, and specialist performance visibility.
• Participate in leadership, sales and air freight meetings; support KPI development for agents, supervisors and contractors; monitor budget-related items including on-the-spot bonus, contractor invoices and carrier cost challenges; identify operational risks; maintain SOPs, training materials, process maps and escalation guides; and support business continuity planning to ensure 24/7/365 coverage.

Job description

Working at Purolator International is more than a job. It's an opportunity to be part of a winning team and to contribute to the success of our growing company. Purolator International is a leading U.S. based supply chain logistics solutions provider specializing in the air and ground forwarding of express, freight and parcel shipments, customs brokerage, and fulfillment and delivery services to, from and within North America. We are a subsidiary of Purolator Inc., Canada's largest leading integrated freight, package, and logistics solutions provider. You can learn more about us on YouTube and LinkedIn.

When we say we're the best, we're not just tooting our own horn. We're incredibly proud of the many awards we've won for shipping to, from, and within Canada.

Purolator International provides a "Best in Class" Total Rewards package to employees and their families.

• Medical & Prescription Drugs (80%+ premium paid by Employer)
• Employer Funded Health Savings Account (H.S.A)
• Dental and Vision plans
• Employer funded Short/Long Term Disability & Life Insurance
• Accident, Hospital & Critical Illness Plans
• Retirement Plan Employer Contribution (50% Match up to 8% of Your Eligible Salary)
• Annual Bonus Incentive Plan
• Paid Time Off Including: 15 Vacation Days, 10 Sick Days, 4 Personal Days
• Paid Holidays
• 100% Paid Extended Parental/Maternity Leave Program
• 100% subsidized pay Military/Reserves Leave Program
• Tuition Assistance
• Wellness Program
• Identify Theft Protection Discount Program
• Pet Insurance Discount Program

We also offer social responsibility initiatives covering a wide range of business aspects and employee relationships such as supporting local communities, educating, and empowering workers, promoting gender equality and minorities, reducing our footprint, etc.

Description

TheManager, Mission Critical Operations & Customer Service is accountable for leading the Mission Critical Customer Service team and supporting operational execution for premium, time-sensitive, high-visibility shipment solutions. The role provides daily oversight of customer service workflows, shipment exception management, complex quoting, routing guidance, client communication standards, team coverage, quality controls, SOP execution, reporting and continuous improvement across Mission Critical operations. The Manager is responsible for the team and escalation support 24/7/365, ensuring business continuity, real-time service recovery, seamless shift handoffs and emergency response readiness for critical client shipments.

Responsibilities

Client Relationships, Communications and Escalations:

• Ensure clients receive professional, consistent communication aligned with 15/15/30 expectations.
• Support key client meetings, communicate real-time updates during escalations, negotiate solutions, manage expectations, prepare corrective actions, support rate discrepancy resolution, coordinate client training and guide client-specific SOP development for high-visibility accounts and unique requirements.

Network, Carrier & Solutions Collaboration:

• Partner with Network and Solutions teams on routing strategy, carrier/agent SOP development, Mission Critical service expectations, agent/carrier SLA feedback, communication quality, exception handling and routing optimization.

Costing, Billing, IT & Reporting Collaboration:

• Work with Costing/Billing to validate quotes versus invoices, resolve rate discrepancies, provide recommendations, participate in shipment reviews and support documentation or justification requirements.
• Collaborate with leadership, IT and cross-functional partners on PRISM enhancements, technical support coordination, reporting, dashboards, automation, SLA tracking, volume and exception reporting, and specialist performance visibility.

Strategic, Administrative & Business Continuity:

• Participate in leadership, sales and air freight meetings; support KPI development for agents, supervisors and contractors; monitor budget-related items including on-the-spot bonus, contractor invoices and carrier cost challenges; identify operational risks; maintain SOPs, training materials, process maps and escalation guides; and support business continuity planning to ensure 24/7/365 coverage, redundancy and emergency response readiness.

Experience

• 10+ years experience leading Customer Service teams supporting premium, expedited, domestic, and international Mission Critical transportation operations.
• Managing time-critical air and ground transportation solutions, including Next Flight Out (NFO), air courier, and ground courier services.
• Supporting high-visibility clients, service recovery efforts, escalation management, and client communication during critical operational events.
• Developing, implementing, and enforcing standard operating procedures (SOPs) to ensure consistent service delivery and operational compliance.
• Leading team performance through coaching, mentoring, quality audits, performance management, staffing, and shift coverage planning and support resources within a 24/7/365 operational environment
• Monitoring service level agreements (SLAs), conducting root cause analysis, and implementing corrective actions and process improvements.
• Reviewing pricing, validating rates and costs, and supporting operational and financial decision-making.
• Utilizing transportation management systems, operational reporting tools, dashboards, and workflow management applications to drive performance and service excellence.
• Collaborating with cross-functional stakeholders, including Network/Solutions, Sales, Operations, IT, Finance, carriers, agents, and external service providers.

To support state laws, the base pay range for this role is $106,000 - $120,000. Pay within this range varies by work location and may also depend on various factors such as job-related knowledge, and relevant skills and experience.

Purolator International values diverse perspective and life experiences. Purolator International encourages candidates of all backgrounds to apply, including people of color, immigrants, refugees, women, people who identify as LGBTQ, people with disabilities, veterans, and those with diverse life experiences.

Candidates applying will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you require an accommodation during the recruitment process, we will work with you to meet your needs.

Purolator International participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program www.e-verify.gov.

Any offer of employment is contingent upon the results of the Company's lawful preemployment checks, which may include background and reference checks, in compliance with applicable federal, state and local law.