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Control Tower Manager
1 week ago
About Flexport:
Flexport is a leading technology company that streamlines global trade, enabling businesses to navigate the complexities of international commerce. Our mission is to make global commerce easy and accessible for all.
As a Control Tower Manager at Flexport, you will play a critical role in serving our clients' booking management and order management needs in Asia. You will be responsible for building strong relationships with clients, understanding their operations requirements, and developing tailored solutions to drive business growth.
- Your Key Responsibilities:
- Act as the primary point of contact for designated clients, fostering strong relationships and trusted partnerships through regular communication and seamless collaboration.
- Develop a deep understanding of client operations requirements, expectations, and challenges, clarifying and formalizing those requirements to balance risk and opportunities for the company.
- Establish internal and external processes to fulfill client requirements, closely monitoring and reviewing processes with stakeholders and quantifying service quality metrics.
- Create reports and dashboards for external and internal stakeholders, providing insights into account healthiness, profitability, and upside potential.
- Maintain clear documentation of client requirements, updating operating procedures, service level agreements, and operation metrics reports to ensure alignment among stakeholders.
- Bridge gaps between client requirements and standard practices, leading the control tower account management team to complete necessary operations processes, including shipment coordination, data input, report generation, and day-to-day operations communication.
- Demonstrate Flexport's booking management and order management tools to clients and shippers, driving high technology adoption and workflow improvements.
- Partner with the program manager to provide feedback and outline plans for product development, network expansion, and service capabilities supporting large, complex clients.
- Conduct business reviews, upsell and cross-sell services across the Flexport portfolio, and identify expansion opportunities with existing accounts to grow Flexport's share of wallet.
- Collaborate with destination teams in the US and Europe to develop and execute client strategies that maximize outcomes.
- Train and develop the control tower team in Asia, ensuring they possess the skills and knowledge needed to succeed.
