Senior 4PL Customer Experience Lead

A.P. Moller - Maersk; Charlotte (NC); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

21 PTO Days

Floating holiday quarterly

Medical, Dental, Vision

401(k)

Employee Assistance Programs

Career Development Opportunities

Job summary

Maersk in Charlotte, NC seeks a 4PL Customer Experience Manager to connect customer objectives with operational execution across Ocean, Air, Intermodal, Customs, and Distribution services. You will lead customer-facing teams, drive performance improvements, and build strategic partnerships with internal stakeholders.

The role focuses on governance, continuous improvement, data-driven insights, and delivering measurable business value while fostering an accountable, collaborative culture.

Qualifications

• 5+ years of management experience within logistics, supply chain, transportation, freight forwarding, or 4PL operations.
• At least 3 years of experience leading customer-facing operations teams responsible for service delivery and account performance.
• Strong understanding of end-to-end supply chain operations including Ocean, Air, Intermodal, Customs, and Distribution.
• Proven ability to manage complex customer accounts while delivering operational and commercial results.
• Experience leading operational governance, KPI management, customer business reviews, and continuous improvement programs.
• Strong analytical and problem-solving skills with the ability to leverage data to identify trends, risks, and opportunities.
• Demonstrated success influencing stakeholders across multiple functions and geographies within a matrix organization.
• Strong business and financial acumen, connecting operational performance to customer value, efficiency gains, and retention.
• Exceptional leadership, communication, coaching, and stakeholder management skills.
• Experience leveraging technology and AI-enabled tools to improve service delivery and operational efficiency is highly desirable.

Responsibilities

• Lead and develop customer-facing teams serving as the primary point of contact for key 4PL customers.
• Drive operational excellence through KPI ownership, performance management, and continuous improvement initiatives.
• Translate operational performance data into actionable insights and business value narratives focused on efficiency, quality, service performance, and supply chain resilience.
• Build trusted customer relationships by understanding priorities and proactively developing solutions that support business objectives.
• Partner with Operations, Commercial, Product, Digital, Program Management, and Global Service Center teams to deliver integrated solutions.
• Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are met.
• Lead customer governance activities, business reviews, escalation management, and corrective action plans.
• Foster a culture of accountability, collaboration, ownership, and commercial thinking across the team.

Skills

5+ years management

Leadership

Stakeholder management

Analytical thinking

Problem solving

AI-enabled tools

Job description

Maersk in Charlotte, NC seeks a 4PL Customer Experience Manager to connect customer objectives with operational execution across Ocean, Air, Intermodal, Customs, and Distribution services. You will lead customer-facing teams, drive performance improvements, and build strategic partnerships with internal stakeholders.

The role focuses on governance, continuous improvement, data-driven insights, and delivering measurable business value while fostering an accountable, collaborative culture.