Manager Global Service Delivery

C.H. Robinson•Houston, TX

5d•Onsite

About The Position

C.H. Robinson is looking for a Manager, Global Service Delivery to join our Robinson Managed Solutions (RMS) team. You will be responsible for the overall management and execution of RMS’s Service Delivery strategy for an assigned global customer or global customer portfolio, in line with customer Service Level Agreements (SLAs) and expectations. This includes responsibility in the following areas: Global Service Delivery Excellence & Customer Satisfaction Personnel Development and Management at a global scale Service Delivery “Operational Excellence” via Continuous Improvement approach with a global mindset This position will be based on-site with the customer in Houston, TX.

Requirements

High School Diploma or GED
Minimum 6 years of professional experience in Logistics or Supply Chain Management Operations
Minimum 3 years of direct or indirect Management experience
Ability to travel up to 10% (domestically / international)
Flexibility in work schedules to work across global regions

Nice To Haves

Bachelor’s degree from an accredited college or university
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 clearly and 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
Ability to lead and coach service delivery personnel including other people managers
Values a diverse and inclusive work environment

Responsibilities

Understand global Service Delivery requirements & expectations and drive consistent execution that meets those expectations
Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with global teams on actions to address identified gaps
Utilization of "Operational Excellence” in management of KPIs for the global service delivery team
Lead and mentor global direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
Management of other people manager, direct or indirect and in other regions
Lead processes, project management, and operations across multiple regions
Active utilization of Manager Effectiveness Toolkit
Ensure that all assigned team-members have a solid understanding of customer global business objectives and the plans to attain those objectives
Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
Key customer contact for Service Delivery needs
Collaboration across different areas of the business to drive standardization of leading practices
Ensure global service delivery team has resources required to execute day-to-day operations
Ensuring the utilization of Account Specific Onboarding for new team members in all regions

Benefits

Three medical plans which include Prescription drug coverage
Enhanced Fertility benefits
Flexible Spending Accounts
Health Savings Account (including employer contribution)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid observed holidays
2 paid floating holidays for U.S. hourly employees
Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps.
Paid Time Off (PTO) offered to all other employees in the U.S. and Canada
Paid parental leave
Paid time off to volunteer in your community
Charitable Giving Match Program
401(k) with 6% company matching
Employee Stock Purchase Plan
Plus a broad range of career development, networking, and team-building opportunities