Manager, International Gateway Operations

Forward Air•Chicago, IL

35d•$95,000 - $110,000•Onsite

About The Position

The Manager, International Gateway Operations oversees all gateway operations, ensuring strong performance across import and export activities while upholding safety, compliance, and customer service standards. This role leads a multi-shift team and partners closely with local station leadership, the international product team, sales, and overseas offices and agents.

Requirements

5+ years of experience in international air freight forwarding, with at least 2+ years in a supervisory or management role in a gateway or similar high-volume operation
Strong knowledge of international air freight processes, including import, export, consolidation, deconsolidation and customs brokerage
Working knowledge of TSA, CBP and other relevant regulatory requirements
Proven leadership skills, with the ability to successfully lead and develop teams across multiple shifts
Excellent customer service mindset with experience handling complex service escalations
Strong verbal and written communication skills and the ability to communicate clearly with internal teams, customers, carriers and agents
Solid computer skills, including Microsoft Office (Word, Excel, Outlook) and freight forwarding / TMS systems
Strong problem-solving skills and the ability to make sound decisions in a fast-paced environment
Ability to work under minimal supervision and to prioritize effectively when volumes spike or conditions change
Proven track record of success in the freight forwarding industry and in managing KPIs and financial targets
Willingness to work flexible hours, including nights or weekends as needed to support a 24/7/365 operation

Responsibilities

Lead, coach and develop a team of gateway supervisors, lead agents and agents across multiple shifts (import and export)
Set clear expectations, manage performance, conduct regular 1:1s and support career development for team members
Build schedules and staffing plans that balance service levels, productivity and cost
Foster a culture of safety, accountability and continuous improvement
Oversee day-to-day international air freight operations including breakdown, build-up, documentation, customs coordination and last mile / linehaul handoffs
Ensure timely customs clearance, recoveries, transfers and departures in line with customer service level agreements (SLAs) and airline cutoffs
Maintain and enforce standard operating procedures for all gateway activities and ensure they are consistently followed
Coordinate closely with truckload, LTL and local cartage operations to secure capacity and on-time linehaul connections
Serve as the primary operational escalation point for key international customers
Partner with Customer Experience, Sales and overseas offices to understand customer requirements and align the gateway operation accordingly
Proactively identify service risks, communicate clearly with stakeholders and drive fast resolution to shipment issues
Ensure full compliance with all applicable regulations, including TSA, CBP, FDA and other government agencies as required
Oversee proper use and maintenance of security programs, access control, cargo screening and documentation
Maintain a safe work environment by enforcing safety policies, conducting regular toolbox talks and addressing hazards promptly
Drive quality and data integrity, including accurate and timely entry of shipment information, statuses and billing details
Manage gateway P&L levers at the local level, including labor, overtime, carriers, vendors and other direct operating expenses
Monitor and improve KPIs such as on-time performance, transit times, file margin, DOE per kilo, damages, claims and rework
Support billing and rating functions as needed, ensuring that services performed are properly captured and invoiced
Partner with procurement and product leadership to support carrier and vendor negotiations and to optimize airport handling costs
Identify operational bottlenecks and lead initiatives to improve throughput, reliability and cost efficiency
Work closely with the international product team, IT and shared services to drive standardization and better use of core systems
Support implementation of new customers, products and trade lanes
Represent gateway interests on cross-functional projects and network optimization initiatives
Other duties as assigned