Senior Manager, Continuous Improvement

CMA CGM • Norfolk, VA

1d

About The Position

The Senior Manager of Continuous Improvement is part of the Customer Service team within CCA and serves as a strategic leader in optimizing customer service operations through systematic process improvement, waste elimination, and organizational capability building. This role drives efficiency gains and enhanced customer outcomes by leading continuous improvement initiatives, facilitating the adoption and proficiency of customer care tools and technologies, and ensuring alignment between processes, systems, training, and client experience. The position is accountable for identifying improvement opportunities, then designing and implementing optimization initiatives. By connecting upstream and downstream stakeholders within the CustCare domain, this role ensures a cohesive and efficient customer service ecosystem. The Senior Manager of Continuous Improvement will partner with HO Teams, CST leadership, Digital Teams, Training & Development, and other CCA domain managers to eliminate process waste, enhance agent capability, and improve both customer and employee experiences through data-driven continuous improvement methodologies.

Requirements

• Working Knowledge of CMA CGM organizational structure and services/network
• Knowledge of customer service operations, workflows, and process documentation standards
• Knowledge of change management frameworks and adoption strategies
• Clear understanding of CCA strategic objectives and customer experience metrics
• Experience with CMA CGM systems and tools (e.g., LARA, NOVA, C-reporting) and understanding of digital enablement technologies
• Working knowledge of Lean Six Sigma, continuous improvement methodologies, and process optimization principles
• Project/process/initiative experience with proven ability to lead complex, cross-functional continuous improvement initiatives
• Data-driven mindset with ability to translate analytics into actionable insights and improvement strategies
• Demonstrated success in designing and implementing customer care optimization and transformation initiatives that deliver measurable business outcomes
• Experience in leading and influencing direct and indirect teams
• Exceptional communicator with strong analytical capabilities and strategic decision-making skills across multiple organizational levels
• Skill in identifying and eliminating process waste while balancing operational constraints and customer impact
• Change leadership ability with experience driving adoption of new processes, tools, and ways of working
• Ability to assess complex operational scenarios, identify root causes, and drive systematic solutions with clear accountability for outcomes
• Interpersonal and influencing skills with ability to build strong and effective working relationships with peers across the network
• High School Diploma or GED
• Bachelor’s Degree
• 5-10 years General Experience
• 5-10 years Industry Experience

Nice To Haves

• familiarity with a Customer Service team environment
• familiarity with the Global Experience network
• customer facing (sales or CS) experience
• people management experience

Responsibilities

• Lead strategic continuous improvement initiatives across customer service operations to eliminate waste, optimize processes, and enhance customer and employee outcomes
• Identify and prioritize improvement opportunities through data-driven analysis, partnering with upstream and downstream stakeholders to drive decision-making on optimization initiatives
• Develop and maintain robust QA analysis frameworks, reporting dashboards, and feedback mechanisms to provide actionable intelligence on service quality, adherence to standards, and customer experience drivers.
• Drive adoption and proficiency of customer care tools and technologies through user oversight, coordinating with Training & Development and Performance Management to ensure alignment between systems, processes, and agent capability
• Facilitate iterative planning sessions with CST stakeholders to design improvement strategies, conduct gap analysis, and build organizational capability through continuous improvement methodologies
• Collaborate with Performance Management, Voice of Customer, and CS teams to translate business intelligence into actionable process and product improvements
• 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: Senior
• Number of Employees: 5,001-10,000 employees