Head of Operations **URGENT**

The CryoPDP Operations Supervisor role has a salary range of$85000 - $89288.85

CryoPDP Operations Supervisor

The Operations Supervisor oversees the compliant and efficient execution of temperature-controlled shipments ensuring operational excellence regulatory compliance and the integrity of pharmaceutical and healthcare products throughout transit. By leading Logistics Coordinators optimizing processes and supporting exceptional service this role advances CRYOPDPs mission of improving global health through excellence in specialized logistics services.

Operational Excellence
Supervise and support a team of Logistics Coordinators (LCs) to ensure all export and domestic operations are executed in accordance with SOPs cGDP and CRYOPDP quality policies
Lead and oversee all operational and compliance processes for temperature-controlled shipments moving within and departing from the United States
Secure regulatory conformity manages intricate logistics strategies maintains rigorous documentation
Develop and implement training programs for LCs to ensure consistent onboarding process adherence and skill development
Review and confirm all required documentation: MAWB HAWB commercial invoices and customs affidavits
Ensure accurate and timely tracking status updates and milestone completions in CargoWise and other internal systems
Oversee coordination with LSPs for recovery and delivery ensuring PODs and temperature readings are collected and uploaded
Ensure compliance with U.S. Customs regulations and other applicable laws and guidelines (IATA ICAO cGDP)
Monitor performance metrics and implement continuous improvement practices
Ensure accurate and timely submission of billing for all LC shipments
Coordinate with the CRYOPDP Philippines support team on task handoffs billing reconciliation and documentation support.
Manage daily domestic transportation across all service levels
Oversee dispatch routing and scheduling of shipments
Ensure on time pickup and delivery performance
Ensure compliance with US export regulations and country requirements
Ensure all shipping documentation is in compliance for international trade
Support audits and regulatory inspections (such as FDA GMP GDP DOT TSA)

Leadership & Process Improvement
Identify solutions and remove roadblocks to meet timelines and customer requirements
Facilitate the resolution of open issues ensure QA processes are followed and establish process improvements
Lead and mentor Logistics Coordinators providing supervisory direction and guidance on complex shipments and customer requirements
Collaborate with cross-functional teams to optimize domestic and export logistics processes and improve efficiency
Develop standard work procedures and best practices for the team
Drive innovation in domestic and export processes to enhance service quality and operational efficiency
Conduct regular team meetings to address challenges share knowledge and promote continuous improvement
Coach and develop team members
Identify opportunities for improvement
Monitor KPIs and implement corrective actions

Cold Chain & Temperature Control Management
Ensure the integrity of temperature-sensitive products throughout the domestic and export process
Coordinate with global network partners on specific cold chain requirements for pharmaceutical shipments
Oversee temperature monitoring protocols for all domestic and export shipments and address excursions immediately
Work closely with warehouse teams to ensure proper handling of temperature-controlled packaging
Stay current with industry best practices for cold chain logistics in international shipping
Manage premium temperature-controlled logistics solutions that safeguard the integrity of pharmaceutical and healthcare products throughout the shipping process
Support compliance with GDP standards for temperature-controlled pharmaceutical transportation
Verify proper documentation of temperature conditions throughout the domestic and export process

Customer Relationship Management
Act as the primary point of contact for key customer queries and escalations
Escalate issues to Management daily as needed to ensure timely resolution
Guarantee prompt and effective responses to customer complaints and issues
Work closely with Business Development to understand and document customer requirements during onboarding
Define domestic and export supply chain strategies with internal and external stakeholders for high-volume clinical and commercial shipments
Manage and schedule internal and external calls to coordinate effective transition of services
Showcase CRYOPDPs unique service features to highlight value-added solutions to customers
Demonstrate a patient-centric mindset recognizing that each shipment impacts healthcare delivery

Performance Management & Reporting
Establish and report key performance metrics for the team
Provide regular updates on operational performance to company executives
Monitor and report on KPIs including: On time-in-full service performance percentage Number of temperature deviations Number of airline delays Number of CAPAs (Corrective Action Preventive Action)
Create and maintain action item logs to ensure tasks are completed and assigned
Communicate project status to Business Development and Management on an agreed cadence
Analyze performance data to identify trends and improvement opportunities

Business Growth & Customer Retention
Support the growth of retained customers to maximize business volume
Develop strategies to increase customer dependency on CRYOPDPs domestic and export services
Identify opportunities for upselling and cross-selling CRYOPDP services to existing clients
Collaborate with Sales and Business Development teams to support new business initiatives
Build strong customer relationships based on service reliability and operational excellence
Provide technical expertise during RFPs and customer presentations

Quality Assurance & Compliance
Maintain strict adherence to GDP FDA IATA FAA guidelines and U.S. Customs regulations
Ensure proper documentation and handling for controlled drug shipments
Follow established procedures for dangerous goods and specialized pharmaceutical products
Participate in quality audits and implement corrective actions when needed
Support continuous improvement of quality systems for domestic and export operations
Ensure all team members understand and follow regulatory requirements
Stay updated on industry regulations and implement changes to maintain compliance

Specificity on the job:
Monday to Friday with varied start times
Due to the nature of our 24/7 operation you will be required to assist with occasional after-hours coverage.
Employee may be required to work overtime holidays or weekends.
Must be available to respond to emergencies as a first responder.

Required Education and Experience

• 5-7 years experience in the airfreight sector with knowledge of the air industry
• 5-7 years experience in cold chain logistics and temperature-controlled logistics solutions
• Experience working within the Pharmaceutical or Healthcare industry
• Team leadership experience preferred
• In-depth knowledge of GDP FDA IATA and FAA guidelines
• Expertise in dangerous goods regulations passenger and cargo airlines operations
• Demonstrated experience with Import/Export licenses and Controlled Drugs shipments
• Thorough understanding of the U.S. Customs regulations and compliance requirements
• Strong commercial acumen with focus on customer performance and profitability
• Comprehensive understanding of INCOTERMS and international trade practices
• Proficiency in logistics management software particularly CargoWise
• Working knowledge of temperature-controlled supply chain requirements