Director - International Customs Operations

Job Description

Job Description

Role Summary:

The Director of Int’l Customs operations will be responsible for Station P&L, Workflow management, team performance, strategic planning, KPI achievement, productivity, coaching, and evaluation. Additionally, this role carries full accountability for the facility’s operational success and profitability. This leadership role will oversee our customs brokerage entry processing teams, guiding the operation through multiple layers of management and supervision

 

Key Responsibilities:

• Organize, delegate, and plan daily operations for the team to ensure efficient workflow.
• Monitor shipment status within Entry Processing and Records, identify issues, and ensure timely resolution.
• Support Customer Service with incident and exception management.
• Build and maintain strong relationships with key internal and external partners.
• Continuously assess team performance and implement improvement plans as needed.
• Identify training needs and create development opportunities to build a highly skilled department.
• Serve as a subject matter expert for operational questions related to serviced accounts.
• Ensure proper customer onboarding is completed before transitioning to regular operational service.
• Drive continuous improvement across all operational processes, including offshore functions.
• Manage HUB customer accounts receivables and address bad debt.
• Develop and maintain customer relationships, including conducting quarterly business reviews with top clients.
• Stay informed of upcoming CBP changes and lead internal updates for training, customer communication, and system adjustments.
• Oversee processing of International Air/Ocean entries and Northern Border Truck shipments.
• Ensure entries are processed in full compliance with CBP regulations, maintaining an error rate below 1%.
• Directly manage staffing and processes to meet KPIs, including centralized, offshore, and decentralized vendor teams.
• Achieve budget targets through effective revenue and cost management.
• Collaborate regularly with senior internal stakeholders on high-impact issues requiring cross-functional coordination.
• Contribute to long-term strategic planning and leverage internal networks to drive results.
• Foster cross-team collaboration, empowerment, and engagement.

 

Skills & Qualifications:

• Bachelor’s degree in a related field and 10+ years of relevant industry experience
• Active U.S. Customs Broker License preferred
• Proven ability to develop and execute a strategic vision for customs operations that balances compliance, customer service, commercial impact, and shareholder value
• Demonstrated expertise in process improvement and maintaining operational standards
• Strong analytical and problem-solving skills
• Excellent verbal, written, and interpersonal communication abilities
• Proficient in Microsoft Office Suite and other relevant business applications
• Effective leadership and team management skills, including coaching and talent development
• Solid financial acumen, including budgeting and cost management

 

Pay Range: $118,192.50 - $157,590.00+ (Based on Experience)