Sr. Manager, Domestic Transportation

Watchpoint Logistics, Inc.•Burlingame, CA

1d•$105,000 - $135,000•Hybrid

About The Position

The Sr. Manager, Domestic Transportation leads and mentors a team of transportation professionals focused on delivering exceptional service that meet or exceed customer expectations. This includes ensuring Watchpoint’s customers experience a seamless process with on-time, error-free, and cost-effective deliveries. The position is also responsible for optimizing Watchpoint’s transportation operations and resource utilization while maintaining compliance with all regulations. This is a hybrid position, must be able to reliably commute to our Burlingame, CA office 4 days per week

Requirements

Advanced use of specific software applications
Salesforce or similar customer relationship management software
WorldTrak or similar transportation management system
Tableau or similar business intelligence software
MS Office
Strong analytical, problem-solving, and project management skills
Knowledge of customer relationship management software best practices
Familiarity with ISO 9001, Five Whys (root cause analysis), 8D (problem solving process), or other process improvement methodologies (certification a plus)
Experience in delivering world-class customer service through problem solving, rapport building, and effectively de-escalating conversations with patience and decorum
Leads with humility and respects others, promotes a culture of safety, trust and teamwork. Self-regulates emotions, displaying a calm demeanor
Communicates with clarity and confidence in customer, executive and team environments. Employs active listening and strong negotiation skills when necessary
Uses independent judgment and is able to identify problems and develop effective solutions. Generates new ideas to support change and creatively solves problems
Manages priorities and sets productivity expectations. Ensures initiatives are fairly distributed and the team is set to successfully deliver on project objectives. Identifies and takes accountability for meeting KPIs
Effectively manages team performance through training, coaching, and feedback
Strong leadership and motivational skills in managing diverse teams. Able to delegate tasks and responsibilities, sets clear and impactful goals and holds team members accountable
Demonstrated experience with managing human, financial and operational resources resulting in optimization of resources. Strong analytical skills; makes decisions based on long-term payoffs or outcomes
Bachelor’s degree plus a minimum of 2 years of managerial experience in transportation or equivalent combination of education and experience.

Responsibilities

Maintain and enhance work instructions and workflow mapping across freight operations (order receipt, shipment tender, documentation, billing, compliance, customer service).
Streamline the customer journey by identifying common friction points in the service process and implementing creative solutions to improve overall satisfaction scores.
Oversee all aspects of team management, including hiring, training, performance evaluations, coaching, and development. Foster a positive and productive work environment.
Monitor quality issues, ensuring timely creation and completion of process review tickets, including thorough root cause analysis and effective corrective actions
Optimize Transportation Management System (TMS) and Salesforce and technology solutions to enhance operational performance and productivity. Maintain an up-to-date knowledge of industry best practices and emerging technologies.
Maintain a strong safety culture and ensure compliance with all relevant regulations, including DOT, FMCSA, State and other applicable laws.
Manage carrier and agent performance, routings and carrier selection, fostering carrier & agent partnerships while identifying cost-saving opportunities.
Cultivate and maintain strong client relationships by conducting regular check-ins and identifying opportunities to add value through tailored solutions.
Build and maintain strong relationships with internal and external stakeholders, in order to create a collaborative environment focused on delivering a high-quality service on a consistent and scalable basis
Prepare and present regular reports on key performance indicators (KPIs), including service levels, costs, and efficiency metrics. Analyze data to identify trends and opportunities for improvement