The Sr. Manager, Domestic Transportation leads and mentors a team of transportation professionals focused on delivering exceptional service that meet or exceed customer expectations. This includes ensuring Watchpoint’s customers experience a seamless process with on-time, error-free, and cost-effective deliveries. The position is also responsible for optimizing Watchpoint’s transportation operations and resource utilization while maintaining compliance with all regulations.
This is a hybrid position, must be able to reliably commute to our Burlingame, CA office 4 days per week
Requirements
- Advanced use of specific software applications
- Salesforce or similar customer relationship management software
- WorldTrak or similar transportation management system
- Tableau or similar business intelligence software
- MS Office
- Strong analytical, problem-solving, and project management skills
- Knowledge of customer relationship management software best practices
- Familiarity with ISO 9001, Five Whys (root cause analysis), 8D (problem solving process), or other process improvement methodologies (certification a plus)
- Experience in delivering world-class customer service through problem solving, rapport building, and effectively de-escalating conversations with patience and decorum
- Leads with humility and respects others, promotes a culture of safety, trust and teamwork. Self-regulates emotions, displaying a calm demeanor
- Communicates with clarity and confidence in customer, executive and team environments. Employs active listening and strong negotiation skills when necessary
- Uses independent judgment and is able to identify problems and develop effective solutions. Generates new ideas to support change and creatively solves problems
- Manages priorities and sets productivity expectations. Ensures initiatives are fairly distributed and the team is set to successfully deliver on project objectives. Identifies and takes accountability for meeting KPIs
- Effectively manages team performance through training, coaching, and feedback
- Strong leadership and motivational skills in managing diverse teams. Able to delegate tasks and responsibilities, sets clear and impactful goals and holds team members accountable
- Demonstrated experience with managing human, financial and operational resources resulting in optimization of resources. Strong analytical skills; makes decisions based on long-term payoffs or outcomes
- Bachelor’s degree plus a minimum of 2 years of managerial experience in transportation or equivalent combination of education and experience.
Responsibilities
- Maintain and enhance work instructions and workflow mapping across freight operations (order receipt, shipment tender, documentation, billing, compliance, customer service).
- Streamline the customer journey by identifying common friction points in the service process and implementing creative solutions to improve overall satisfaction scores.
- Oversee all aspects of team management, including hiring, training, performance evaluations, coaching, and development. Foster a positive and productive work environment.
- Monitor quality issues, ensuring timely creation and completion of process review tickets, including thorough root cause analysis and effective corrective actions
- Optimize Transportation Management System (TMS) and Salesforce and technology solutions to enhance operational performance and productivity. Maintain an up-to-date knowledge of industry best practices and emerging technologies.
- Maintain a strong safety culture and ensure compliance with all relevant regulations, including DOT, FMCSA, State and other applicable laws.
- Manage carrier and agent performance, routings and carrier selection, fostering carrier & agent partnerships while identifying cost-saving opportunities.
- Cultivate and maintain strong client relationships by conducting regular check-ins and identifying opportunities to add value through tailored solutions.
- Build and maintain strong relationships with internal and external stakeholders, in order to create a collaborative environment focused on delivering a high-quality service on a consistent and scalable basis
- Prepare and present regular reports on key performance indicators (KPIs), including service levels, costs, and efficiency metrics. Analyze data to identify trends and opportunities for improvement
Benefits
- Medical, Dental, and Vision Insurance
- Life Insurance
- 401k + 4% Company Match
- Vacation, Sick Pay + Holidays
- Employee Assistance Program
- Monthly Team Lunches
- Wellness Program
