Command Center Monitoring Supervisor

Expeditors•Federal Way, WA

1d•$85,000 - $92,000

About The Position

A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations. With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service. Operational Excellence & Quality Assurance Proactive Monitoring & Escalation: Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on‑call support for high‑severity incidents.. Quality Assurance: Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions. Training & Development: Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response. Process Optimization: Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations. Team Collaboration & Customer Focus Cross-Functional Communication: Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach. Customer Expectation Alignment: Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations. Operational Knowledge Sharing: Train operations teams on specialized response protocols and keep them informed of program updates and changes. Technology & Service Expertise: Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement. Process Development and Implementation Scalable Process Design: Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions. Policy & Procedure Development: Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment. Customer-Centric Process Implementation: Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response. SOP Management: Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.

Requirements

Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).
Expert knowledge of Expeditors systems and internal operations.
Understanding of security equipment used, such as: Cargo Signal platform, GPS trackers, and cellular networks.
Familiarity with emergency/ incident response protocols and processes.
Complete understanding of maps and global addresses and communication.
Three years of proven experience in logistics operations.
Two years of supply chain security experience.
Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
Strong organizational skills.
Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom).
Fluent in English (required) – Additional language skills (preferred).
Positive and willing-to-help attitude. Brings the best out in people.
Lead by example; self-driven toward quality work and to always be learning.
Aptitude for resolute questioning to find the root cause when given incomplete information.
Proactive research or clarification on anything they don’t understand.
Sense of urgency.
Proactive situational awareness.
Quality-Obsessed approach to timely and accurate information.
Exude company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary
Respect for global regulatory compliance procedures and integrity to always uphold them.
Puts the team ahead of self.
Cares deeply about the successes and job satisfaction for themselves and their team members.
High School Diploma or GED (required)
Experience training or teaching with proven results (required)

Nice To Haves

AA, AS, BA, BS Degrees (desired)
Supervisory experience with hiring, direct reports, conducting reviews, etc. (preferred)
Security/military/law enforcement background a plus
Experience communicating with service provider contacts; including drivers, warehouse agents and dispatchers.
Experience communicating with security and/or law enforcement.
Knowledge of transportation routing and balancing capability and cost vs. customer service requirements.
EI Leadership / EI Supervisor / Change Management / IATA Certification (desired)
Supply Chain Security Certification + Dangerous Goods Certification (will be assigned if not yet acquired)

Responsibilities

Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution.
Serve as on‑call support for high‑severity incidents.
Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions.
Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response.
Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations.
Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach.
Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations.
Train operations teams on specialized response protocols and keep them informed of program updates and changes.
Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement.
Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions.
Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment.
Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response.
Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy.
Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.

Benefits

Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
Holidays (10)
Flexible Days (2)
Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
401(k) Retirement Savings Plan with employer match (US Only)
Employee Stock Purchase Plan (ESPP)
Medical, Prescription Drug, Dental & Vision Coverage
Health Savings Account (HSA)
Life and Disability Insurance
Paid Parental Leave (additional eligibility criteria)
Dependent Care Flexible Spending Account (DC FSA)
Commuter Benefit
Employee Assistance Program (EAP)
Training and Personnel Development Program
Educational Assistance and Reimbursement