Control Tower Manager - Air

A.P. Moller - Maersk•Itasca, IL

4d•Onsite

About The Position

A critical leadership role within the North America Air Control Tower, working with high-touch, premium customer programs. The opportunity to influence service delivery, KPI performance, and customer experience across complex air freight operations. Close collaboration with product, operations, commercial, finance, and global Control Tower teams. A culture that supports continuous learning, improvement, and career development within a global organization.

Requirements

Continuous improvement mindset: we are looking for someone who brings a strong mindset of continuous improvement – someone who is naturally curious, committed to solving problems at the root, and driven to make things better every day
Solid experience in air freight operations, Control Tower execution, or logistics program management within a complex, multi-stakeholder environment
Proven ability to lead customer experience and operational execution while balancing performance, compliance, and financial outcomes
Strong people leadership capability, with experience coaching and developing small teams
Demonstrated customer-centric approach with confidence engaging internal and external stakeholders at multiple levels
Strong understanding of air freight processes, Control Tower concepts, and operational performance management
Excellent communication, prioritization, and problem-solving skills, with comfort handling escalations and ambiguity
Proficiency with operational and reporting tools (e.g., Excel, PowerPoint, Control Tower systems), and a structured, detail-oriented working style

Responsibilities

Own and lead end-to-end Control Tower execution for assigned Air customers, ensuring service excellence, KPI adherence, and customer satisfaction
Act as the primary point of contact for key air freight customers, proactively managing communication, issue resolution, and escalations
Manage, coach, and develop a small team of Control Tower specialists (2 direct reports), ensuring strong capability and engagement
Ensure adherence to Control Tower standards, customer-specific SOPs/IOPs, and compliance requirements across air operations
Drive proactive issue identification, root-cause analysis, and mitigation in collaboration with operations, product, and network partners
Oversee KPI performance, milestone compliance, on-time delivery, and financial performance, including gross profit awareness
Partner with Air Product, Sales, and Commercial teams to support onboarding, solution transitions, and continuous account optimization
Support reporting, dashboarding, and analytics to provide clear visibility into performance and customer outcomes
Capture best practices and lessons learned, contributing to the ongoing evolution of Control Tower processes and ways of working