Mission-Critical Operations & Customer Service Lead

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

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