Strategic 4PL Customer Experience Leader

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

Benefits offered by this job

PTO 21 days

Floating holiday

Medical, Dental, and Vision

401(k)

Employee Assistance Programs

Career Development Opportunities

Job summary

Maersk is seeking a 4PL Customer Experience Manager to lead customer-facing teams and ensure delivery of complex logistics solutions. You will partner with Operations, Commercial, Product, Digital, and Global Service Center to drive performance, improve customer outcomes, and create measurable business value.

The role emphasizes governance, data-driven insights, and leadership across multiple geographies in a matrix organization, with onsite work in Charlotte, NC.

Qualifications

• Minimum 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 services.

Responsibilities

• Lead and develop customer-facing teams that serve 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 customer priorities and proactively developing solutions that support business objectives.
• Partner with internal stakeholders to deliver integrated solutions across Operations, Commercial, Product, Digital, Program Management, and Global Service Center.
• Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve customer outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are consistently achieved.
• 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

Logistics Management

Customer Experience

Operations Leadership

KPI Ownership

Data Analysis

Tools

AI-enabled tools

Job description

Maersk is seeking a 4PL Customer Experience Manager to lead customer-facing teams and ensure delivery of complex logistics solutions. You will partner with Operations, Commercial, Product, Digital, and Global Service Center to drive performance, improve customer outcomes, and create measurable business value.

The role emphasizes governance, data-driven insights, and leadership across multiple geographies in a matrix organization, with onsite work in Charlotte, NC.