Support Manager, Government Services

CMA CGM • Nashville, TN

1d

About The Position

The Support Manager is responsible for the day-to-day leadership, performance management, and quality oversight of the Government Customer Care Team. This role ensures the delivery of exceptional customer service through strong problem-solving capabilities, continuous process improvement, and adherence to booking accuracy standards and key performance indicators (KPIs). The Support Manager provides a team-based support structure that enables frontline staff to meet service expectations while serving as an escalation point for complex customer service issues requiring management-level engagement. This includes cross-functional collaboration, logistical and operational analysis, and decision-making authority beyond frontline empowerment limits. This position works closely with APL Trade and Sales, as well as CMA CGM Operations and Service Delivery partners, to drive seamless execution, service consistency, and customer satisfaction across government accounts.

Segments managed within this role may include one or more of the following: Military Household Goods, Guam, Humanitarian Aid, or U.S. Flag Project Cargo

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 HR skills
• Strong change management skills
• Proficient with MS applications (excel, outlook, word and ie)
• Proficient with Lara and Nova
• Demonstrated ability to work under pressure
• Management experience
• Process management expertise
• Previous experience with offshore service centers
• HS Diploma or GED
• General 3-5 years experience
• Industry 3-5 years experience
• Leadership 3-5 years experience

Nice To Haves

• Preferred Bachelor’s degree
• Union management preferred

Responsibilities

• Quality Assessment
• Booking Accuracy
• Process Management
• People Leadership & Performance Management
• Operational Oversight & Daily Management
• Other duties 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: Mid Level
• Education Level: High school or GED