Manager Mission Critical U.S.

Purolator

7d • $106,000 - $120,000 • Onsite

About The Position

The Manager, Mission Critical Operations & Customer Service is accountable for leading the Mission Critical Customer Service team and supporting operational execution for premium, time-sensitive, high-visibility shipment solutions. The role provides daily oversight of customer service workflows, shipment exception management, complex quoting, routing guidance, client communication standards, team coverage, quality controls, SOP execution, reporting and continuous improvement across Mission Critical operations. The Manager is responsible for the team and escalation support 24/7/365, ensuring business continuity, real-time service recovery, seamless shift handoffs and emergency response readiness for critical client shipments.

Requirements

• 10+ years experience leading Customer Service teams supporting premium, expedited, domestic, and international Mission Critical transportation operations.
• Managing time-critical air and ground transportation solutions, including Next Flight Out (NFO), air courier, and ground courier services.
• Supporting high-visibility clients, service recovery efforts, escalation management, and client communication during critical operational events.
• Developing, implementing, and enforcing standard operating procedures (SOPs) to ensure consistent service delivery and operational compliance.
• Leading team performance through coaching, mentoring, quality audits, performance management, staffing, and shift coverage planning and support resources within a 24/7/365 operational environment
• Monitoring service level agreements (SLAs), conducting root cause analysis, and implementing corrective actions and process improvements.
• Reviewing pricing, validating rates and costs, and supporting operational and financial decision-making.
• Utilizing transportation management systems, operational reporting tools, dashboards, and workflow management applications to drive performance and service excellence.
• Collaborating with cross-functional stakeholders, including Network/Solutions, Sales, Operations, IT, Finance, carriers, agents, and external service providers.

Responsibilities

• Ensure clients receive professional, consistent communication aligned with 15/15/30 expectations.
• Support key client meetings, communicate real-time updates during escalations, negotiate solutions, manage expectations, prepare corrective actions, support rate discrepancy resolution, coordinate client training and guide client-specific SOP development for high-visibility accounts and unique requirements.
• Partner with Network and Solutions teams on routing strategy, carrier/agent SOP development, Mission Critical service expectations, agent/carrier SLA feedback, communication quality, exception handling and routing optimization.
• Work with Costing/Billing to validate quotes versus invoices, resolve rate discrepancies, provide recommendations, participate in shipment reviews and support documentation or justification requirements.
• Collaborate with leadership, IT and cross-functional partners on PRISM enhancements, technical support coordination, reporting, dashboards, automation, SLA tracking, volume and exception reporting, and specialist performance visibility.
• Participate in leadership, sales and air freight meetings; support KPI development for agents, supervisors and contractors; monitor budget-related items including on-the-spot bonus, contractor invoices and carrier cost challenges; identify operational risks; maintain SOPs, training materials, process maps and escalation guides; and support business continuity planning to ensure 24/7/365 coverage, redundancy and emergency response readiness.

Benefits

• Medical & Prescription Drugs (80%+ premium paid by Employer)
• Employer Funded Health Savings Account (H.S.A)
• Dental and Vision plans
• Employer funded Short/Long Term Disability & Life Insurance
• Accident, Hospital & Critical Illness Plans
• Retirement Plan Employer Contribution (50% Match up to 8% of Your Eligible Salary)
• Annual Bonus Incentive Plan
• Paid Time Off Including: 15 Vacation Days, 10 Sick Days, 4 Personal Days
• Paid Holidays
• 100% Paid Extended Parental/Maternity Leave Program
• 100% subsidized pay Military/Reserves Leave Program
• Tuition Assistance
• Wellness Program
• Identify Theft Protection Discount Program
• Pet Insurance Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed