Director of Operations

Rogers & Brown•Greer, WV

About The Position

The Director of Operations is responsible for efficiently managing import and export operations, ensuring regulatory compliance, optimizing processes, and fostering a culture of excellence. The role combines leadership and strategic planning with active involvement in day-to-day operations, including import, export, and operational accounting. It requires knowledge of customs brokerage and freight forwarding, budgeting, and the ability to manage a heavy workload while shaping and executing operational strategies. The Director leads and develops department managers and staff, oversees compliance with customs and trade regulations, creates client onboarding and standard operating procedures, and manages client, supplier, carrier, customs authority, and logistics partner relationships. The role also establishes operational KPIs, manages departmental budgets, mitigates risks, resolves complex operational issues, and drives continuous improvement and employee development.

Requirements

High school diploma or equivalent required.
Minimum of 10–15 years of progressive experience in customs brokerage, international trade, and logistics is preferred.
Proven leadership experience overseeing import and export operations in customs brokerage, freight forwarding, or a similar industry.
Successful track record in strategic planning and execution.
In-depth knowledge of customs regulations, import/export controls, and compliance requirements, including customs laws and regulations in different countries.
Ability to understand and manage regulatory changes and their operational impact.
Strong leadership and team management skills, with a track record of developing high-performance teams.
Ability to set and achieve departmental and organizational goals.
Strong problem-solving and decision-making abilities.
Excellent interpersonal and communication skills for maintaining client relationships and handling complex import and export matters.
Customer-centric approach and ability to address client concerns effectively.
Demonstrated ability to improve processes, streamline operations, and enhance efficiency; experience implementing operational best practices and lean methodologies.
Proficiency in budget development and management, resource allocation, and cost control.
Knowledge of risk management principles and ability to identify and mitigate operational risks; experience conducting compliance audits and assessments.
Established relationships with suppliers, carriers, customs authorities, and logistics partners.
Excellent written and verbal communication skills for explaining complex concepts and strategies to internal teams and external stakeholders.
Proficiency in customs brokerage software, supply chain management systems, and relevant import/export technology.
CargoWise proficiency and Specialist certification required.
Commitment to staying informed about regulatory changes, industry trends, and best practices, and adapting strategies accordingly.
Ability to think strategically, anticipate challenges, and plan for the growth and success of a customs brokerage and freight forwarding firm.
Cultural awareness and understanding of international business practices.
Bachelor’s degree in international trade, business administration, logistics, or a related discipline preferred.
Advanced degrees or certifications can be advantageous.
Customs broker license preferred.
Certified Customs Specialist (CCS), Certified Export Specialist (CES), or other relevant certifications are highly advantageous.

Nice To Haves

Bachelor’s degree in international trade, business administration, logistics, or a related discipline.
Advanced degrees or certifications.
Customs broker license.
Certified Customs Specialist (CCS), Certified Export Specialist (CES), or other relevant certifications.

Responsibilities

Lead and mentor Import and Export department managers and staff, support professional development, and maintain high performance.
Promote a collaborative team environment, evaluate staffing needs, and participate in hiring.
Develop and execute operational strategies aligned with company goals, growth, compliance, and operational excellence.
Oversee compliance with customs regulations, ITAR, EAR, and OFAC sanctions, and keep departments current with regulatory changes.
Oversee and handle day-to-day import, export, and operational accounting activities.
Create client onboarding and SOP processes for key accounts, tailoring logistics solutions to clients’ business needs.
Identify process improvements to streamline operations, increase efficiency, and reduce costs.
Maintain key client relationships and serve as a senior contact for complex needs, inquiries, and escalations.
Promote client satisfaction through effective service and problem resolution.
Identify opportunities to expand services and grow the client base through sales and relationship-building.
Establish, monitor, assess, and report KPIs for import and export operations; use data to identify areas for improvement.
Develop and manage Import and Export department budgets, optimizing resource allocation and cost control.
Identify and mitigate operational risks and conduct audits and assessments to maintain compliance.
Develop and maintain relationships with suppliers, carriers, customs authorities, and logistics partners.
Monitor regulatory changes, industry trends, and best practices, and drive operational improvements and innovation.
Resolve complex import and export issues in collaboration with department managers and teams.
Provide training and development opportunities for managers and staff in customs brokerage and compliance.
Conduct performance evaluations, provide feedback, and support professional development, including corrective actions when needed.