Operational Excellence Manager - Freight Forwarding

Operational Excellence:

• Lead and coordinate operational excellence initiatives across the U.S. network, aligned with regional priorities and the Regional Head of Operational Excellence – Americas.


• Plan and support operating model changes, including country-to-regional in-sourcing and the transition from end-to-end (A–Z) workflows to defined front-end and back-end responsibilities.


• Monitor data quality at the branch and country levels; investigate recurring issues with operations teams and implement corrective actions.


• Review, document, standardize, and improve operational processes in coordination with commercial, finance, IT, and other support functions.


• Develop and maintain operational KPI reporting covering productivity, efficiency, data accuracy, compliance, and customer service; translate findings into improvement plans.


• Gather and assess branch requests for process and application enhancements; prioritize and elevate proposals through the regional demand-management process.


• Coordinate resources and stakeholders for approved process, system, documentation, and KPI changes, ensuring clear ownership and timely execution.


• Apply the regional operational audit framework to evaluate process compliance, documentation quality, data integrity, and service performance.


• Benchmark branch performance, identify root causes of gaps, and share proven practices across the network.


• Partner with regional leadership to define short-, medium-, and long-term operational excellence priorities and track progress against agreed objectives.


• Lead cross-functional improvement projects, support change management, and help teams adopt new standards and ways of working.

System Rollout:

• Assess business requirements, process gaps, and operational readiness before introducing new systems or functionality.


• Partner with Operational Excellence and IT leadership to define rollout standards, scope, milestones, and success measures.


• Plan and coordinate system rollouts across branches, including testing, training, implementation, and post-launch support.


• Align operations, IT, and other stakeholders on rollout timelines, responsibilities, and process impacts.


• Provide clear project status updates, risks, and action plans to regional leadership and key stakeholders.


• Monitor adoption, system performance, and operational KPIs after launch; address issues and identify further improvements.


• Support implementation of new application features and ensure consistent use of approved tools and workflows.


• Act as a point of contact for branch teams during rollout, coordinating issue resolution and ongoing process support.