Manager handling client needs and establishing communication frameworks at PayPal. Leading initiatives to enhance merchant satisfaction and service effectiveness.
About the role
- Manager Service Delivery ensuring execution of logistics strategy for C.H. Robinson. Overseeing operations, customer satisfaction, and team management within a 4PL context.
Responsibilities
- Drive consistent execution that meets Service Delivery requirements and expectations
- Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
- Utilization of continuous improvement methodology in management of KPIs for the service delivery team
- Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
- Key customer contact for Service Delivery (Operational) needs
- Collaborate with multiple areas of the business to drive standardization of leading practices
- Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
- Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
- Ensure service delivery team has resources required to execute day-to-day operations
- Coordinate schedules to ensure proper account coverage.
Requirements
- High school diploma or GED
- A blend of education and work experience may be considered
- Minimum 5 years of experience in operations and/or customer/client service facing role
- Minimum 2 years of leading and managing teams
- Ability to travel up to 10% (domestically and international)
- Bachelor’s degree from an accredited college or university preferred
- Experience executing businesses through Standard Practices and Operational Excellence methodologies
- Advanced proficiency in Microsoft Office Suite of programs
- Strong problem-solving and conflict resolution skills
- Ability to adapt and lead in a fast-paced environment
- Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
- Strong business acumen
- Ability to develop strong working relationships, both internally and externally
- High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
- Ability to work collaboratively within the business setting
- Values a diverse and inclusive work environment.
Benefits
- EPF contribution 15%
- Group Health Insurance
- Flexible Benefit (Dental treatment or Optical purchase)
- Birthday Leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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