Senior Director, U.S. Brokerage

Senior Director, U.S. Brokerage 

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston. 

JOB SUMMARY

As a trusted advisor to Livingston’s leaders and associates, the Senior Director, US Brokerage coaches and provides support, guidance and advice on management and execution on service delivery for northern border clients. Maximizes revenue and mitigates costs to deliver annual operating plan while creating a customer first culture with diversity, equity, and inclusion in mind. Engages in collaborative decision-making with respect to new initiatives and drives thoughtful change across the organization. Responsible to deliver agreed upon strategies and priorities that enable Livingston’s U.S. and NA brokerage success. The Senior Director, US Brokerage is responsible to increase efficiencies, while amplifying the overall client experience for implementation. To achieve the goal, the leader must be able to lead a team of dynamic individuals by actively and skillfully conceptualizing, and analyzing, information gathered to demonstrate sustainable results that can be substantiated through data and metrics.

KEY DUTIES & RESPONSIBILITIES

• Accountable for the overall delivery of brokerage services provided to a defined segment of clients, through the management of multiple client service teams, and the corresponding national service centers.
• Coach, mentor, and improve the performance of direct reports.
• Improve productivity through operational process improvements, workflow management, service excellence and automation.
• Bring an entrepreneurial approach to the organization, and lead by example.
• Monitors and manages the level of service being provided to ensure that we can meet our clients and carrier expectations and needs.
• Establishes processes and systems aimed at developing and maintaining effective working relationships between the various units.
• Acts as liaison between operating units in the resolution of workflow or any other problems that are preventing Livingston from delivering the desired level of efficiency and client service.
• Resolves operational conflicts and identifies opportunities for greater synergy between operating units.
• Maintains and promotes positive employee relations.
• Develops evaluation systems that will enable us to effectively track the volumes and accuracy of work output to achieve measurable success with the client base.
• Examines and redesigns workflows, forms, office configurations and facilities to achieve maximum efficiency and reduce operating costs.
• Designs, develops and conducts studies aimed at work simplification, work efficiency and improved client service in the end-to-end processing environment.
• Responsible for establishing, developing, and maintaining client relationships.
• Responsible for managing client issues by developing action plans and monitoring progress.
• Work in conjunction with Sales/Service personnel to identify deadlines and commitments with clients.
• Examines the ebbs and peaks in the operating process and identifies creative and cost-effective staffing solutions to the workflow.
• Manages all aspects of the business segment including, but not limited to:
• Managing expense budget
• Forecasting manpower requirements
• Conducting resource planning
• Monitoring key performance indicators for client service teams
• Resolving relationship issues
• Developing leadership within the operating units
• Responsible for fostering the ongoing development within the operating units including problem solving, decision making, performance appraisals, training and development, etc.
• Plans and organizes all aspects of the operation for the client service teams and support functions.
• Perform other related duties as assigned by management.
• Adhere to established company policies and procedures.

KNOWLEDGE & SKILLS

• Must have previous experience in managing a multiple branches or stations and have P&L for these multiple locations as well as the regulatory parts of the air / sea forwarding business.
• Strong business acumen and an in-depth understanding of the service and financial implications of business decisions; uses sound judgment to make fact-based decisions.
• Must have managed multiple brokerage offices. 
• Understand the complexity of a larger freight forward.
• Fully conversant with all governmental policies/procedures related to Brokerage operations.
• A strong, results-oriented, and collaborative leadership style; naturally serves as an effective coach, mentor, and developer of talent.
• Energetic with a bias for action; proven ability to work in an intense, fast-paced and at times ambiguous environment.
• A true entrepreneurial orientation; constantly looking for innovative ways to improve processes and services.
• Excellent written, verbal, and presentation skills; can develop and articulate an effective flow of ideas and information that generates understanding and creates a climate in which others are motivated and want to participate.
• Ability to maintain effectiveness while managing/balancing multiple tasks.
• Handles stressful situations and a high volume of work.
• Required to have excellent interpersonal skills to deal effectively with clients, team members, other departments, and all levels of management.
• Excellent analytical and organizational skills.

WORK EXPERIENCE – MINIMUM REQUIRED

10 + years of progressive experience

Team management experience

EDUCATION

Required: Bachelors Degree or equivalent

CERTIFICATIONS DESCRIPTION

Working towards/or successful completion of the Certified Customs Specialists (CCS) designation with the Canadian Society of Customs Brokers (CSCB) or the National Customs Brokers & Forwarders Association of America (NCBFAA) is a requirement, if not already obtained.

Successful completion of the CCS examination is a mandatory requirement for further advancement.

COMPETENCIES

Business Acumen and Straight Talk

Agility

Customer First Focus

Accountability

Leading and Developing

Inclusion and Collaboration

At Livingston, we are committed to fostering a flexible, growth-oriented environment where you can thrive. Our culture is built on respect, recognition, and collaboration, and we empower our team with trusted expertise, continuous learning opportunities, and long-term support. We offer competitive compensation, comprehensive benefits, and a transparent pay philosophy aligned with market data and job-related factors.

Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good-faith salary range for this position is $117,200 - $181,000 USD. Actual compensation will be determined based on these factors and may vary accordingly. 

Diversity, Equity, and Inclusion at Livingston 

We are proud to be an inclusive employer and welcome applications from individuals of all backgrounds, experiences, and perspectives. Inclusiveness makes us stronger and better at what we do. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. 

Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.

Job Type: Full Time 

Location: TX Houston - US029, HomeOffice Michigan, IL Schaumburg - US082, NY Amherst - US083