Manager, Service Quality

Ocean Network Express Custom Field 1: USA - Chicago, USA - Richmond Salary Range: $70,000.00 to $107,500.00 Location Richmond, VA or Naperville, IL; This position will follow a hybrid work-from-home/office model with at least three days in the office weekly. Role Summary This position is responsible for NA region service quality oversight. The three main areas of responsibility for this position are: Leading the North American Service Quality Program, working with key stakeholders to key performance indicators (KPIs) and metrics to monitor, evaluate, and enhance operational product performance. Monitor vendor performance management programs, setting standards and driving accountability to ensure external partners meet critical service delivery and quality benchmarks. Supporting all other operational departments related to service quality matters, internal publishing, and service analytics. ​The position requires to work horizontally across operational and commercial groups to maximize service quality. It requires a broad understanding of the container shipping industry operationally. This position is expected to provide leadership for the organization thus very strong leadership and intercultural communication skills will be required to drive results. Strong analytical and project management skills are also required. Additional Responsibilities Performing data analysis of service quality anomalies and trends to adjust to market conditions and minimize service failures. Assist in facilitating service quality council . Planning and executing strategy for short, medium- & long-term needs. Communicating complicated messages and recommendations in compelling ways to senior levels within the business. Provide detailed explanations about the service quality performance to ONE NA board members as well as the management in overseas Global Headquarters periodically. Encouraging people to share knowledge/information cross-functionally. Core Required Skills and Competencies Strong understanding of key matrixes related to container shipping industry Strong operational understanding of container service standards Strong decision-making and problem solving skill Function Specific Skills Ability to work cooperatively with other departments including offices worldwide Strong project management experience Strong business process experience Strong communication and presentation skills​ Strong proficiency in ONE Business Intelligence Tools such as Looker and OPUS​ ​Strong proficiency in MS applications: Excel, Word, and Access Advanced and detailed analytical knowledge of Appscript, Pivot Tables, and other pertinent functions in Googlesheets strongly preferred M&R, intermodal rail & truck, equipment control, terminal and/or other container shipping operations background Required Minimum Years Experience 5+ years of industry-related experience 2+ years of management experience Required Minimum Education Bachelor’s degree preferred Ocean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. At Ocean Network Express, we strive toward high-level results for all our employees and pride ourselves on identifying opportunities for internal movement and advancement of proven talent. If you’re interested in a career in the global transportation industry and are looking for growth and advancement opportunities, we encourage you to apply. We enjoy meeting candidates who are persistent in their own professional development. ONE NA follows a hybrid work schedule requiring employees to work 3 days in the office (i.e. Tuesday, Wednesday, Thursday) and 2 days remote each week. Salary commensurate with experience means your pay will be directly proportional to your background, skills, and qualifications. What we offer: Opportunities available with hybrid working arrangements Total rewards package including medical, dental, vision, life insurance, short-term and long-term disability, 401K plan About Ocean Network Express (ONE) Ocean Network Express (ONE) was incepted on July 7, 2017, following the liner service integrations of Kawasaki Kisen Kaisha (“K” LINE), Mitsui O.S.K. Lines (MOL) and Nippon Yusen Kaisha (NYK). The new entity functions from its global headquarters in Singapore, supported by regional headquarters in Hong Kong, Singapore, the United Kingdom, the United States, and Brazil. ONE is the world’s sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of the Premier Alliance, a global ocean carrier consortium. For more information, please visit www.one-line.com #JIL #ZR Nearest Major Market: Naperville Nearest Secondary Market: Chicago