Mgr, Container Incident Management

CMA CGM • Norfolk, VA

1d • $83,000 - $106,000

About The Position

The Container Incident Management (CIM) & Continuous Process Improvement (CPI) Manager is responsible for managing staff, projects and activities focused on handling and resolving special customer issues including, but not limited to, container incidents, special requests, and situations where service failures have occurred. Provides leadership and guidance to Container Incident Management initiatives including strategies, plans, solutions, team facilitation, and performance management. Serves as a resource to the organization for designing and implementing sound solutions for resolving exceptional customer issues.

Requirements

• High level of attention to detail.
• Ability to develop priorities, target levels of performance.
• Strong presentation, written communication, and interpersonal skills.
• Strong staff development and human resource management skills.
• Strong change management skills.
• Proficient with MS applications (Excel, Outlook, Word and Internet Explorer).
• Proficient with LARA and NOVA.
• Proven ability to manage teams across multiple locations.
• Demonstrated ability to work under pressure.
• Management experience.
• Process Management.
• Previous experience working with offshore service centers.
• High School Diploma or GED
• 5-10 years General Experience
• 5-10 years Industry Experience

Responsibilities

• Plans and directs the CIM team's successful resolution of customer quality issues and escalated customer incidents.
• Manages activities of the CIM team & SSC members to achieve consistent and standard resolution of issues.
• Leads the CIM team in serving as the "customer" advocate in the efficient and effective resolution of customer issues.
• Designs and maintains templates and other tools for use in working with all parties involved in resolving customer problems.
• Manages the authorization of expenditures to resolve customer issues within company policies and procedures.
• Serves as a resource to organizational leaders and managers for identifying and communicating operational process deficiencies and proposed process solutions.
• Prepare and compile reports for management.
• MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED

Benefits

• Performance-based bonuses
• Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED