Manager, Release Operations

Livingston International•Boston, MA

4d•$61,515 - $80,000•Hybrid

About The Position

The Release Operations Manager is responsible for the day-to-day leadership and oversight of the Release Operations team. This role ensures productivity targets are met while maintaining accurate and timely release and rating activities in accordance with Livingston and client standards. Key responsibilities include coaching and mentoring team members, resolving operational issues, driving process efficiency, and partnering closely with the Regional Manager on workforce planning, shift scheduling, and other operational initiatives to support business objectives. Must be able to work 2pm to 10:30pm, or 3pm to 11:30pm EST The ideal candidate has a strong foundation in customs brokerage and import operations, combined with a positive, team-oriented attitude. Proven experience coaching and mentoring employees, fostering professional growth and development, while also driving continuous process improvements to enhance efficiency, accuracy, and overall team performance.

Requirements

Ability to lead a team of employees in a service delivery environment while providing coaching and guidance.
Fully conversant with all applicable Customs laws, regulations, procedures, and industry practices
Strong interpersonal and communication skills (both verbal and written).
Strong customer service orientation.
Strong organizational skills with the ability to meet tight deadlines.
Advanced Microsoft Office skills.
Analytical and problem-solving skills
Ability to work in a fast-paced environment and to handle large volume of work.
Strong team player.
5 years of related experience

Nice To Haves

Associates Degree or post-secondary education

Responsibilities

Manage Release Operations team members, the Release Customs Analysts on a day-to-day basis.
Responsible for recruiting, coaching, guiding, training, planning, and developing all team members of the onshore Release Team.
Assist with performance reviews and assists onshore Release Team members to identify development opportunities and establish career development plans.
Conduct staff meetings as required with all members of the Release Team.
Consistently review the flow of work to identify production barriers and constrains. Elaborate strategy to remove the barriers and implement better process to work through constrains.
Assist Workforce Management (WFM) by providing feedback to the Director, Release Operations and WFM team, on schedule adjustment requirements to better align with the demand flow.
Continuously monitor the Release Operations team members (including our vendor partners’ members) against key performance indicators and regularly communicate progress.
Ensure accurate and timely EDI release and rating of all shipments in all modes of transportation for the designated client base.
May assist Release Operations, as necessary, to help the team meet its performance objectives.
Daily review with the vendor partners on their feedback and statistics to Support Services on their service level performance.
Maintain an excellent working relationship with Managers, Service Delivery, Vendor Partner Leads & Managers, Manager Support Services, and/or carriers.
Facilitate the relationships between our Vendor Partners Release Operations, our Release Operations, Client Service Teams, Support Services, and other internal departments within Livingston.
Provide technical expertise in Customs regulations.
Plan employee scheduling/hours of work based on work volumes, vacations, and public holidays in a 24/7 work environment to ensure all resources are utilized efficiently.
Accountable for Release Operations service levels.
Review and analyze change in regulations/trade initiatives and identify impact to client base and Release Operations.
Identify process improvement and efficiencies by encouraging and facilitating discussions within Release Operations for opportunities to enhance client service and improve day to day operations.
Participate in the development, coordination, and implementation of required changes to Livingston’s processes and procedures to incorporate new regulations and/or continuous improvement initiatives.
Monitor Border hold work queues to ensure they are corrected, and escalations are resolved as required.
Perform other related duties as assigned by management.
Adhere to established policies and procedures.