Mission-Critical Operations & Customer Service Leader

Purolator; Northern (KY); Hybrid; USD 106,000 - 120,000; Full time

Benefits offered by this job

Medical & Prescription Drugs

Dental and Vision plans

Annual Bonus Incentive Plan

Paid Time Off & Holidays

Tuition Assistance

Retirement Plan 50% Match up to 8%

Job summary

Purolator International seeks a Manager, Mission Critical Operations & Customer Service to lead the Mission Critical Customer Service team and ensure continuous, high‑visibility support for time‑sensitive shipments. You will oversee workflows, exception handling, pricing validation, and client communications around escalations.

The role requires extensive leadership experience in premium transportation, SOP enforcement, and cross‑functional collaboration to sustain 24/7 coverage and service

Qualifications

• 10+ years experience leading Customer Service teams in Mission Critical transportation.
• Experience with Next Flight Out, air/ground courier services.
• Experience creating and enforcing SOPs for critical operations.
• Ability to coordinate with cross-functional teams including IT, Sales, Network.

Responsibilities

• Lead Mission Critical Customer Service team and ensure 24/7/365 coverage for critical shipments.
• Oversee customer service workflows, exception management, and complex quoting.
• Coordinate with Network, IT, Sales, Operations, and Finance on SLA, reports, and cost decisions.
• Support business continuity planning and emergency response readiness.

Skills

Leadership

Customer Service

Communication

Escalation Management

SOP Development

Job description

Purolator International seeks a Manager, Mission Critical Operations & Customer Service to lead the Mission Critical Customer Service team and ensure continuous, high‑visibility support for time‑sensitive shipments. You will oversee workflows, exception handling, pricing validation, and client communications around escalations.

The role requires extensive leadership experience in premium transportation, SOP enforcement, and cross‑functional collaboration to sustain 24/7 coverage and service